Help Desk - Systems Support Analyst

St. Louis County Government's Department of Information Technology seeks to hire two IT Systems Support Analyst. These System Support Analysts serve as the initial point of contact for all technical support inquiries. This role is responsible for providing prompt, courteous, and effective assistance to users experiencing hardware, software, or network issues. The System Support Analyst will troubleshoot basic problems, resolve routine issues, and escalate more complex problems to higher-tier support as needed.

The typical starting salary range is $25.79 - $32.24 hourly depending on the candidate's qualifications and experience as well as budgetary considerations.  Additionally, we offer a competitive benefits package and a generous Paid Time Off (PTO) policy. To learn more about these and other County benefits, please visit: Competitive Benefits - St. Louis County Website.
 
St. Louis County Government is a qualified agency for the Public Service Loan Forgiveness program managed by the Federal Government. For more information regarding this program, please visit https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service.

• Respond to and log all incoming support requests via phone, email, or ticketing system according to SLA.

• Provide first-level technical support for desktops, laptops, mobile devices, printers, and applications. Perform routine tasks such as password resets, account lockouts and software installations.

• Diagnose and resolve basic network and connectivity issues.

• Maintain accurate records of issues and solutions in the help desk system.

• Follow documented procedures and contribute to internal documentation and knowledge base. 

• Escalate unresolved or complex issues to Tier 2 IT staff in a timely manner.

• Support onboarding and offboarding processes, including MFA setup and user account provisioning.

• Assist with inventory tracking and hardware/software asset management.

• Maintain high levels of customer service and ensure timely follow-up and communication with end-users.

• Perform other duties as required or assigned.

Equivalent to an Associate's degree in Information Technology, Computer Science, or a related field. 

Preference may be given to applicants who have one or more of the following attributes: 

• Basic knowledge of Windows OS, Microsoft 365, Active Directory, and standard office applications.
• Familiarity with help desk ticketing systems and remote support tools.
• Familiarity with ITIL framework and service management best practices.
• Technical certifications such as CompTIA A+, Microsoft MCP, or similar are a plus.
• Strong interpersonal, verbal, and written communication skills.
• Ability to troubleshoot and resolve common technical problems efficiently.
• Experience supporting end-users in a business or enterprise environment.

SELECTION AND APPOINTMENT:  A selection committee will evaluate the qualifications of each applicant which will include recentness and appropriateness of the applicant's education and experience, answers to the supplemental questions, results of employment references investigated and any other appropriate information available.  The selection committee will admit to the interview only those persons who possess the most job related qualifications and may establish admittance criteria beyond the minimum qualifications stated above.

Responses provided to the interview questions listed under the Supplemental Question heading of this posting will comprise 100% of the applicant's earned grade.  A candidate must earn a qualifying grade of 70 or more on the interview to be eligible for appointment.  Once questions are scored, an email will be sent to the address on file with instructions on how to complete and submit a Conviction Questionnaire.  Candidates have 3 days to complete the required questionnaire.  

 The five top ranking candidates, based on the final grade, will be certified to the Department Director/Appointing Authority who will make the final decision.

 All applicants conditionally offered a merit position will be required to submit to urinalysis to screen for illegal drug use prior to appointment.  Screening will be performed by a reputable clinical laboratory.  The cost of screening will be covered by the County.  

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

HOW TO APPLY:  Applicants interested in applying for this position should visit our website at www.governmentjobs.com/careers/stlouis. We only accept On-line applications.

EQUAL EMPLOYMENT OPPORTUNITY POLICY:  The policy of the Civil Service Commission of St. Louis County is to support fair and equitable employment opportunities for all persons regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, marital status, veterans' status or political affiliation.  Call the Division of Personnel at (314) 615-5429 for more information on this policy.
St. Louis County
Division of Personnel, 7th Floor
Clayton, MO 63105
(314) 615-5429
Relay MO 711 or 800-735-2966
An Equal Opportunity Employer
Fax:  (314) 615-7703
www.stlouiscountymo.gov