Information Technology Support Analyst II

At the Metropolitan Water District of Southern California, we deliver reliable water to a region with 19 million people—and to accomplish this, we rely on a team of talented employees: innovators, problem-solvers, and collaborators who make it all possible.

About the role

We are seeking an Information Technology (IT) Support Analyst II to provide hands-on technical support in a fast-paced enterprise environment. In this highly visible position, you will provide direct in-person and virtual support to employees and Board members, troubleshoot hardware and software issues, support hybrid meetings and live-streamed events, and help maintain technology services that keep the organization operating efficiently.

Responsibilities

• Provide walk-in and remote IT support to end users and Board members
• Create and manage service requests and incidents through ServiceNow
• Troubleshoot laptops, desktops, mobile devices, software applications, and peripheral equipment
• Configure and support conference rooms, committee rooms, and hybrid Zoom meetings
• Support AV/VC equipment, live meeting broadcasts, and media platforms
• Assist with loaner device management and equipment inventory
• Install, configure, and troubleshoot software and hardware
• Support mobile device enrollment and connectivity
• Document issues, solutions, and support procedures while delivering exceptional customer service

Requirements

Education and Experience: Bachelor’s degree from an accredited college or university in a related field and two years of relevant experience. Relevant experience is defined as demonstrated experience in service desk and client systems support environments addressing Information Technology (IT) matters.

License(s): Valid California Class C Driver’s License or equivalent (required at time of application) that allows you to drive during your employment.

Employees in this position may be required to obtain and maintain additional certifications, licensing, and registrations as specified.

Schedule

44/36 schedule: Monday through Friday / Every other Friday off. Monday through Thursday 9 hours per day, 8 hours per day every other Friday. Start times are no earlier than 6 am and end times are no later than 6 pm.

Hybrid: Metropolitan’s current practice in this position is a hybrid work schedule, typically including two days a week in-person and the other days remote. This is subject to change dependent on organizational needs. A telework policy is scheduled for negotiations and, once completed and implemented, will provide final direction on the hybrid schedule.

Benefits

• Competitive compensation
• Excellent medical, dental, life, and vision plans
• Deferred compensation in the form of a 401(k) plan (with matching contribution) and a 457 plan
• Retirement benefits under the California Public Employees' Retirement System
• Tuition reimbursement
• Training and advancement opportunities
• On-site fitness center
• Public transportation reimbursements and van pools

For more information on MWD benefits, visit the Benefits page.