Service Desk Analyst

service desk; technical support, call center, Computer, Customer service, Desktop, IT, IT service management, Security, Service delivery, Service desk, Technical support, Installation
Full Time
Depends on Experience
Work from home available

Job Description

When you work at Great Lakes Water Authority, you help make a difference in the environment and in your local community.

“One water, one team” is more than just a phrase, it’s a way of doing business. Here, you don’t work for GLWA, you work with GLWA. We are racing toward a shared goal to become the region’s most-trusted, high-quality water and wastewater resource.

We are looking for a Service Desk Analyst who will provide support to end-users on a variety of issues. You will identify, research, and resolve technical problems while being able to respond to telephone calls, emails, and personnel requests for technical support. Work is performed in an office or remote environment. 


  • Document, track and monitor problems to ensure a timely resolution.
  • Provide Incident levels 1 and 2 support for GLWA hardware, software, applications, and infrastructure.  
  • Monitor and provide maintenance on Antivirus and Desktop patches. 
  • Test desktop software for compatibility and maintain the software library.  
  • Develops GLWA desktop images and packages software for electronic distribution.  
  • Maintain Service Desk standard operating procedures.  
  • Work with other GLWA-IT staff to resolve problems. 
  • Participate in information technology planning for hardware, software, and infrastructure. 
  • Initiate, assign and resolve tickets using the service desk tool; Provide Customer and Service Desk Analyst Training on issues as needed. 
  • Provide technical expertise, training, and consulting related to computer systems, their applications, and their uses. 
  • Plan, design, and implement additions, upgrades, and replacements. 
  • Complete retirement of computer, network, database management, or application systems.  
  • Possess a valid Michigan Driver’s License and the ability to drive a motor vehicle on all terrain.  
  • Follow security and safety policies and procedures in carrying out work duties.  
  • Provide on-the-job training.


  • Assist other IT staff and IT management as needed with overflow activities involving the support and maintenance of computers, printers, applications, databases, networks, servers, storage, and data center facilities, and the installation, decommissioning, and relocation of related IT equipment.  
  • Perform related work duties as assigned.



  • Hardware, software, application, database, and network environments currently in use at GLWA
  • Principles and techniques of application development and languages in use at GLWA
  • Principles and techniques of systems analysis, design and development lifecycle
  • Installation and maintenance of hardware, software, application, database, and network components 
  • Basic concepts and procedures in one of the IT disciplines (i.e. networking, database administration, systems or applications support, GIS or project management)
  • Water and wastewater business functions and operations


  • Use advanced technology
  • Work in a busy environment with frequent interruptions and still be able to prioritize and resolve conflicting requests
  • Work professionally with access to confidential and other data types
  • Exercise good judgment, discretion, maintains confidentiality, and work with independence, initiative, and professionalism
  • Install, remove, and make modifications to the technology
  • Resolve technology and user issues both verbally and in writing for customers at various levels of the organization
  • Deliver quality written and presentations, including the ability to make technology understandable to end-users
  • Understand and translate the needs of varied users into IT system requirements


  • Demonstrate a willingness to assist and perform with service desk assigned work
  • Work independently, and as part of a team, to provide timely high-quality customer-focused services
  • Define appropriate technical approaches and solutions to projects and business initiatives 
  • Determine critical project criteria to ensure project completion
  • Demonstrate leadership skills and mastery of IT principles and procedures
  • Perform as a Project Manager in at least three small to medium service desk projects
  • Work in a team environment that provides the capacity for IT project and service delivery
  • Organize, perform, and or coordinate technology tasks and projects
  • Instruct groups or individuals on technology
  • Deliver quality customer service to users
  • Write technical and non-technical documentation
  • Interact and communicate with IT staff and business users
  • Apply IT policies and programs in a manner aligned with the Organization mission, goals, and strategies
  • Effectively utilize appropriate security and safety equipment and procedures
  • Maintain regular and reliable attendance
  • Understand and follow verbal and written instructions 
  • Communicate effectively, both verbally and in writing
  • Establish and maintain effective working relationships with others
  • Communicate frequently with team members and other units across the Organization about the process, equipment, or potential problems
  • Direct team activities or work as a team member 
  • Develop proficiency in unit specific operations and software


  • Associate’s Degree in Computer Science, Information Technology or related field and minimum of one (1) year of experience; or combination of related work experience and education
  • Possess an entry-level technology-specific certification (i.e. CompTIA+)
  • Acquire and maintain vendor-specific technology “associate” or “foundational” level (i.e. HDI Support Center Analyst (HDI-SCA) or ITIL Service Management Foundation Certification) within two (2) years of Level 1 designation
  • Meet all of the requirements to advance to Service Desk Analyst Level 2 within two (2) years of Level 1 designation
Dice Id : 90888226
Position Id : 7425897
Originally Posted : 2 months ago
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