Service Desk Analyst (I or II)

Posted: 02/16/2025
Information Technology

LIVE, WORK AND PLAY!

 
Chelan County PUD is located in central Washington State at the confluence of the Columbia and Wenatchee Rivers. As a public power leader, we embrace the challenges and opportunities of our dynamic operations.

Powered by the Columbia River, we generate hydropower while prioritizing environmental stewardship. Each year, we invest millions of dollars and countless hours to protect fish, wildlife, and plant ecosystems. Our efforts also include creating 14 parks, welcoming over 3 million visitors annually.

Wenatchee, home to Chelan PUD, is a recreational paradise, recognized by Forbes as a top place to retire. The Wenatchee Valley offers scenic beauty, a thriving economy, and a high quality of life with over 200 days of sunshine each year. Here, small-town charm meets big-city amenities, with abundant outdoor activities like water sports, hiking, biking, skiing, and golfing. The region is also known for its excellent wines.

Consider Chelan PUD for your next career move and join a welcoming community with an exceptional lifestyle.

Chelan PUD is an Affirmative Action/Equal Opportunity Employer, valuing diversity at all workforce levels. We encourage applications from women, minorities, veterans, and individuals with disabilities.
 

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 March 11, 2025.
Interested parties are also invited to contact Human Resources at joblist@chelanpud.org to discuss the position.

SALARY RANGE

Service Desk Analyst I: The starting salary range for this position is $48,720 - $60,900 (based on qualifications).  With tenure and strong performance in this role an employee may earn up to a maximum of $73,080, annualized.
Service Desk Analyst II: The starting salary range for this position is $59,600 - $74,500 (based on qualifications).  With tenure and strong performance in this role an employee may earn up to a maximum of $89,400, 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, 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 www.mychelanpudbenefits.org.

JOB POSTING

The Service Desk Analyst will be hired at the I or II  level contingent upon the selected applicant's qualifications and experience. 
Service Desk Analyst I
Overview
The Service Desk Analyst I provides onsite entry-level IT support as the first point of contact for technology-related incidents and service requests. This role is responsible for diagnosing and resolving technical issues, fulfilling service requests, and maintaining accurate documentation within the IT Service Management system. The Analyst delivers high-quality, responsive support for both onsite and remote employees and contractors, 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 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.
  • Service Request Fulfillment: Assist with software and hardware deployments. Support the set-up of new user accounts and requests for access/permissions 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 end-user 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. 
  • 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.
  • 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
Equivalent experience (year for year) may substitute for required education.
  • No post-secondary education is required. 
Experience
  • 0 years of prior experience is required. 
  • 1 year of experience in a Technical Support or System Administration role, or in a customer service role is desired. 
Licenses and Certifications
  • ITIL 4 Foundation Certification desired. 
  • CompTIA Certifications desired. 
  • Microsoft Fundamentals Certifications desired. 
  • Google IT Support Professional Certification desired. 
  • Cisco Certified Support Technician (CCST) desired. 
  • Help Desk Institute (HDI) Certifications 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. 
  • Basic knowledge of system analysis, issue diagnosis, and technical troubleshooting. 
  • Basic knowledge of customer service or technical support ticketing systems used to intake, track, and resolve requests from end-users. 
  • Knowledge of the Microsoft Enterprise technologies and end-user applications 
  • Communication - Ability to communicate logically and clearly, both orally and in writing 
  • Active Listening – Engages fully with speakers by giving undivided attention, understanding key points, and asking insightful questions to ensure clear and effective communication. 
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. 
  • Basic Problem Solving - Identifying common problems and applying validated solutions to resolve them. 
  • Service Orientation - Actively seeks ways to assist others. 
  • Troubleshooting - Identifies causes of operating errors and determines appropriate actions to resolve them. 
  • 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. 
  • Must be proficient in reading, writing and speaking English. 
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.
Physical Demands
  • Sitting - Frequently
  • Standing - Frequently
  • Walking - Occasionally
  • Lifting 1-10 lbs Waist-Shoulders: Same - Occasionally
  • Stooping/Bending - Occasionally
  • Reach Floor to Waist - Occasionally
  • Reach Waist to Shoulder - Occasionally
  • Wrist/hand/fingers manipulation (keyboarding, manual tool usage, etc.) - Regularly
  • Repetitive Motions - Frequently
  • Talking - Frequently
  • Hearing - Frequently
  • Visual - Far Acuity - Occasionally
  • Visual - Depth Perception - Occasionally
Working Conditions
  • Noise Intensity Level: - Moderate
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
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: Perform all duties of the Analyst I role, plus resolve medium-complexity hardware, software, and networking incidents while maintaining detailed and accurate incident records. 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: 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. 
  • Knowledge Management: Contribute to the Service Desk Knowledge Base by documenting
    routine support procedures and troubleshooting steps for common issues. Develop end-user
    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 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.
  • 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
Equivalent experience (year for year) may substitute for required education.
  • No post-secondary education is required. 
Experience
  • 2+ years of experience in a Technical Support or System Administration role is required. 
  • 2+ years of customer service experience is desired. 
Licenses and Certifications
  • ITIL 4 Foundation Certification desired. 
  • CompTIA Certifications desired. 
  • Microsoft Fundamentals / Associate Certifications desired. 
  • Google IT Support Professional Certification desired. 
  • Cisco Certified Support Technician (CCST) desired. 
  • Help Desk Institute (HDI) Certifications 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. 
  • Must be proficient in reading, writing and speaking English. 
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.
     
Physical Demands
  • Sitting - Frequently
  • Standing - Frequently
  • Walking - Occasionally
  • Lifting 1-10 lbs Waist-Shoulders: Same - Occasionally
  • Stooping/Bending - Occasionally
  • Reach Floor to Waist - Occasionally
  • Reach Waist to Shoulder - Occasionally
  • Wrist/hand/fingers manipulation (keyboarding, manual tool usage, etc.) - Regularly
  • Repetitive Motions - Frequently
  • Talking - Frequently
  • Hearing - Frequently
  • Visual - Far Acuity - Occasionally
  • Visual - Depth Perception - Occasionally
Working Conditions
  • Noise Intensity Level: - Moderate
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.

EEO

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 page in English and Spanish. 

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)

Service Desk Analyst (I or II)
Chelan County PUD #1

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