Service Desk Analyst (II or III)

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 Monday, September 22, 2025.

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

Reports To

Supervisor - Service Desk

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

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.

Service Desk Analyst III

Overview

The Service Desk Analyst III provides onsite advanced IT support as the first point of contact, serving as a senior technical resource for resolving complex technology-related incidents and service requests. Building on the responsibilities of the Analyst II role, this position handles high-complexity troubleshooting, leads problem resolution efforts, and develops solutions for recurring technical issues. The Analyst III also oversees hardware and software procurement activities and ensures compliance with licensing requirements. This role mentors junior analysts, leads knowledge management efforts, and collaborates with cross-functional teams to improve IT support processes. The Analyst III delivers high-quality, responsive technical support while assisting onsite and remote employees and contractors, bridging technology with organizational needs and driving service improvements.

Responsibilities

- Incident Management: Serve as the first point of contact for reporting and resolving technology-related incidents. Diagnose and resolve low, medium, and high complexity technical incidents related to hardware, software, and networking. Escalate unresolved or complex issues to higher-tier support as needed and ensure timely communication with end-users regarding incident status and resolution progress. Maintain accurate and detailed incident records in the IT Service Management system, ensuring clear documentation of resolution steps and technical findings. Provide guidance to end-users on issue prevention and contribute to trend analysis to support proactive problem management. Analyze incident trends, identify root causes, and contribute to problem management efforts to reduce recurring issues. Collaborate with Tier 2 and other IT teams to support efficient incident resolution and service improvements.

- Service Request Fulfillment: Assist with 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.

- IT System Administration Support: Provide advanced support for endpoint software deployments and updates using Intune, SCCM, and other enterprise management tools. Optimize deployment strategies to improve efficiency and reduce service disruptions. Support user account creation, configuration, and access management by applying security best practices and ensuring compliance with established policies. Perform individual endpoint installations and configurations based on defined standards and user needs. Test and validate software deployments, patches, and system settings on local endpoints, providing feedback to improve deployment stability and performance. Participate in testing and validation activities for new deployments, providing feedback to senior staff as needed. Assist with user adoption and support of AI-powered productivity tools (e.g., Microsoft 365 Copilot), including usability feedback and troubleshooting of digital assistant features and AI-driven enhancements in collaboration platforms.

- Hardware/Software Procurement and Deployment: Oversee hardware and software procurement activities by managing vendor relationships, tracking lifecycle status, and ensuring compliance with licensing requirements. Act as a point of contact for procurement related escalations, aligning purchasing decisions with District needs and budget constraints in coordination with IT leadership. Support the deployment of enterprise hardware and software solutions, providing expert guidance on system compatibility and performance optimization. Configure and deploy devices and peripherals to end-users, conference rooms, and other District locations, following established standards. Maintain inventory records, manage hardware profiles, and coordinate with vendor representatives. Work directly with end-users to understand and recommend hardware and software solutions that align with their needs and productivity goals.

- Service Optimization and Process Improvement: Identify opportunities to improve Service Desk workflows, ticket handling efficiency, and overall IT service management practices. Work with team members to refine incident response procedures, implement automation where applicable, and contribute to process improvements that enhance service delivery. Participate in service review discussions, providing data-driven insights to help improve IT support effectiveness and the user experience. Identify and support the use of AI-powered productivity tools and digital assistants to streamline user workflows. Provide guidance to team members and end-users on effectively utilizing AI features to enhance support outcomes and operational efficiency.

- Knowledge Management: Contribute to the Service Desk Knowledge Base by documenting routine support procedures, resolution steps, and troubleshooting activities to ensure transparency and shared team knowledge. Proactively identify gaps in content and collaborate with subject matter experts to develop and refine technical documentation. Review and enhance existing materials to ensure accuracy, consistency, and alignment with IT best practices. Develop end-user and advanced training materials to improve self-service adoption and reduce recurring support requests. Lead knowledge-sharing initiatives within the Service Desk team, mentoring junior analysts and fostering a culture of continuous learning.

- 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 Desks Analysts

Overtime exemption

Exempt

Qualifications

Education

- No post-secondary education is required.

Experience

- 5+ years of experience in a technical support or system administration role is required.

- Five (5) 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.

District Values

- Safety - Protect public and employee health and safety

- Stewardship - Acting on behalf of customer-owners, protecting public resources entrusted to us

- Trustworthy - Competence, integrity, respect

- Operational Excellence - High-quality innovative work execution

Equal Opportunity/ADA

Chelan PUD is an Equal Employment Opportunity employer (EOE Minorities/Females/Protected Veterans/Disabled). We value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to any protected classifications as defined by law.

EEO Law Posters can be found on the main Careers (chelanpud.org) page in English and Spanish.

The job functions and physical requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

BACKGROUND SCREENING

Pursuant to the North American Electric Reliability Corporation (NERC) standards, Chelan County Public Utility District #1 conducts background screening of personnel who have access to the District's critical physical and/or cyber assets

DISCLAIMER

The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility. This should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.

Chelan PUD will not be offering any work visa sponsorship for this role.

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)

Job Type: Full-time

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

Benefits:

- Dental insurance

- Flexible spending account

- Health insurance

- Life insurance

- Paid time off

- Retirement plan

- Vision insurance

Work Location: In person