APPLICATION MATERIALS
Applicants are required to submit a combined cover letter and resume in one PDF document. In your cover letter, highlight the following as it relates to your qualifications and interest in the position:
- What interests you about this role and working at Chelan PUD?
- Summarize your relevant professional experience.
- Highlight 3 5 technical or customer service skills you excel at or are most proud of.
- Identify 1 3 areas where you are looking to grow, especially in relation to the essential functions of this role.
Incomplete materials will not be considered.
To expedite the application process, combine your cover letter and resume into one PDF document before applying and upload electronically when requested in the online application process.
This position is OPEN UNTIL FILLED and applicants are encouraged to apply immediately. The first review date for application materials is scheduled for February 18, 2026.
Interested parties are also invited to contact Human Resources at to discuss the position.
SALARY RANGE
The starting salary range for the Service Desk Analyst II position is $61,920 - $77,400 (based on qualifications). With tenure and strong performance in this role an employee may earn up to a maximum of $92,880, annualized.
The starting salary range for the Service Desk Analyst III position is $73,040- $91,300 (based on qualifications). With tenure and strong performance in this role an employee may earn up to a maximum of $109,560, annualized.
Introductory Period: New employees holding regular positions must complete an introductory period of twelve months.
BENEFITS EPOA
In addition to competitive wages Chelan PUD employees also enjoy outstanding benefits which include zero cost employer funded medical, dental, and vision healthcare benefits, access to the employee assistance program, a VEBA health reimbursement account, and long-term care.
Washington state retirement PERS participation and optional 457 plan participation with an employer matching 401(a) plan.
Leave, life & disability benefits including paid leave starting at 21 days per calendar year up to 35 with tenure, 11 paid holidays per calendar year in 2025, changing to up to 12 days per calendar year in 2026, paid jury duty, short-term disability & long-term disability, and basic life, AD&D, and optional voluntary life.
The work life benefits include optional flexible spending accounts for healthcare and dependent care, educational assistance, various rewards and recognition programs and position specific stipends.
For more explanation of the district benefits please visit our benefits website .
JOB POSTING
Service Desk Analyst II
Overview
The Service Desk Analyst II provides onsite intermediate-level IT support as the first point of contact for technology-related incidents and service requests. Building on the foundational responsibilities of the Analyst I role, this position resolves moderate to high-complexity technical issues, fulfilling service requests, and maintaining accurate documentation within the IT Service Management system. The Analyst II delivers high-quality, responsive technical support while assisting onsite and remote employees and contractors, mentors junior team members, advocates for new technology adoption, and contributes to process improvements, bridging technology and user needs across the organization.
Responsibilities
- Incident Management: Serve as the first point of contact for reporting and resolving technology-related incidents. Diagnose and resolve common, low-complexity and medium-complexity hardware, software, and networking issues while accurately documenting incident details in the IT Service Management system. Escalate unresolved or complex issues to higher-tier support as needed and ensure timely communication with end-users regarding incident status and resolution progress. Identify recurring technical issues and contribute to trend analysis to support proactive problem management. Provide guidance to end-users on issue prevention and collaborate with Tier 2 teams to improve incident resolution efficiency.
- Service Request Fulfillment: Perform software and hardware deployments. Support the set-up of new user accounts and requests for access/permissions to Enterprise systems based on business need and defined procedures. Assist with testing and validation activities for new deployments, updates, and fixes.
- Knowledge Management: Contribute to the Service Desk Knowledge Base by documenting routine support procedures and troubleshooting steps for common issues. Develop enduser documentation and training materials to encourage self-service for common technology issues and needs. Document troubleshooting and resolution activities to provide transparency on status and share knowledge with other Service Desk team members.
- IT System Administration Support: Support and fulfill endpoint software deployments and updates using Intune and SCCM, following guidelines established by senior team members. Perform individual endpoint installations and configurations based on defined standards and user needs. Assist with user account creation, configuration, and access management, ensuring permissions align with established security protocols. Participate in testing and validation activities for new deployments, patches, and fixes, providing feedback to senior staff as needed. Assist with user adoption and support of AI-powered productivity tools (e.g., Microsoft 365 Copilot). Provide feedback on usability and assist in troubleshooting of digital assistant features and AI-driven enhancements in collaboration platforms.
- Hardware/Software Procurement and Deployment: Configure and deploy new devices and peripherals to end-users, conference rooms, and other locations across the District, following established guidelines and standards. Assist with hardware procurement by managing hardware profiles, maintaining inventory records, and communicating with vendor representatives. Work directly with end-users to understand and recommend hardware and software solutions that align with their needs and productivity goals.
- Learning and Development - Attend training events and utilize online learning resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies. Train and mentor junior level Service Desk Analysts
- Maintain regular and predictable attendance: Perform related duties and responsibilities as required. Comply with District policies. Complete all required training. Maintain a working knowledge and comply with District safety procedures and specific safety requirements of this position, and those in accordance with applicable provisions of the Revised Code of Washington (RCW) and Washington Administrative Code (WAC).
- As a secondary function, drive a motorized vehicle while conducting business on behalf of the District.
Reports To
Supervisor - Service Desk
Overtime exemption
Non-Exempt
Qualifications
Education
- No post-secondary education is required.
Experience
- 2+ years of experience in a technical support or system administration role is required.
- Two (2) or more years of customer service experience is desired.
Licenses and Certifications
- Industry-recognized certifications such as ITIL 4 Foundation, CompTIA, Microsoft Fundamentals/Associate, Google IT Support Professional, Cisco Certified Support Technician (CCST), or Help Desk Institute (HDI) certifications are desired.
Skills and Abilities
A fully skilled incumbent will have the following knowledge skills & abilities:
- Technical Proficiency Strong knowledge of desktop hardware, software applications, operating systems, and network connectivity, with the ability to diagnose and resolve technical issues effectively.
- Advanced knowledge of system analysis, issue diagnosis, and technical troubleshooting.
- Advanced knowledge of customer service or technical support ticketing systems used to intake, track, and resolve requests from end-users.
- Proficient knowledge of Microsoft Enterprise technologies and end-user applications, including their configuration and practical application.
- Communication Ability to translate technical situations into simple terms that are relevant to end-users.
- Active Listening Engages fully with speakers by giving undivided attention, understanding key points, asking relevant questions, and minimizing interruptions to ensure effective communication.
- Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Complex Problem Solving Identifying complex problems and applying both validated and innovative solutions to resolve them.
- Service Orientation Actively looking for ways to help people.
- Troubleshooting Determining causes of operating errors and deciding what to do about it.
- Teamwork Effectively collaborates in a team-oriented environment.
- Customer Service Prioritizes customer satisfaction by demonstrating patience, empathy, urgency, and a
commitment to quality. - Time Management - Efficiently manages personal time and the time of others.
- Basic understanding of Enterprise business software applications and systems used at the District, including functionality and end-user experience.
- Knowledge of functional and technical interdependencies between District departments and their systems.
- Familiarity with technical Knowledge Base standards and best practices for creating end-user documentation.
- Ability to analyze system operations and evaluate how changes in conditions or environments impact outcomes.
- Familiarity with AI-enhanced productivity tools and digital assistants that improve collaboration and support delivery. Understands how AI features contribute to user efficiency, automation of routine tasks, and self-service effectiveness.
- Must be proficient in reading, writing and speaking English.
Service Desk Analyst III
Never miss an opportunity! Create an alert based on the job you applied for.
