Service Desk Analyst (II or III)

Overview

Chelan County PUD is seeking experienced Service Desk Analysts to provide high-quality, customer-focused IT support for a mission-driven public utility. These roles serve as the first point of contact for technology incidents and service requests across the District. Analysts resolve hardware, software, and network issues, support enterprise systems, and document solutions in the IT Service Management (ITSM) system.

At the Analyst II level, employees handle moderate to high-complexity issues, support deployments, and contribute to process improvements.

At the Analyst III level, employees serve as senior technical resources, resolving the most complex issues, leading problem management, mentoring staff, driving service optimization, and overseeing hardware/software procurement and licensing compliance.

Interested parties are also invited to contact Human Resources at joblist@chelanpud.org to discuss the position.

Learn more and apply at www.chelanpud.org/careers

Responsibilities

- Incident & Request Management: Diagnose, resolve, document, and escalate technology issues.

- Enterprise & Endpoint Support: Deploy, test, patch, and configure systems, devices, and access.

- Knowledge & Process Improvement: Maintain documentation, identify trends, and improve workflows.

- User & Technology Enablement: Support users, mentor staff, and promote modern productivity tools.

Skills and Abilities

- Advanced technical troubleshooting across hardware, software, operating systems, and networks

- IT Service Management (ITSM) systems, documentation, and workflow improvement

- Microsoft enterprise and endpoint platforms (Intune, SCCM, Microsoft 365)

- Critical thinking, root cause analysis, and complex problem solving

- Clear communication and customer-focused service delivery

- Collaboration, mentoring, and adaptability to new technologies (including AI tools)

QUALIFICATIONS

Analyst II

Experience:

- 2+ years in technical support or system administration - 2+ years of customer service experience (desired)

Education:

- No post-secondary education required

Certifications (Desired):

- ITIL 4 Foundation, CompTIA, Microsoft, Google IT Support, CCST, or HDI

Analyst III

Experience

- 5+ years in technical support or system administration - 5+ years of customer service experience (desired)

Education:

- No post-secondary education required

Certifications (Desired):

- ITIL 4 Foundation, CompTIA, Microsoft, Google IT Support, CCST, or HDI

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

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. For more explanation of the district benefits please visit our benefits website www.mychelanpudbenefits.org.

Job Type: Full-time

Pay: $61,920.00 - $91,300.00 per year

Benefits:

- Dental insurance

- Employee assistance program

- Flexible spending account

- Health insurance

- Life insurance

- Paid time off

- Retirement plan

- Tuition reimbursement

- Vision insurance

Work Location: In person