Information Technology Support Analyst

Position Details

Description

Job Code

1707

Grade

0015

FLSA Status

Non-Exempt

Category

Full-time

Hours

40 hours per week

Job Location

City Hall, 101 8 th St, Glenwood Springs, CO

Position Reports to

Information Technology Operations Manager

Direct Reports Assigned

0

Date Revised

10/17/2024

Position Summary:

The Information Technology (IT) Support Analyst provides Tier 1 and Tier 2 technical support to all City of Glenwood Springs employees, ensuring the efficient operation of over 400 devices—including workstations, printers, mobile devices, and Voice over Internet Protocol (VoIP) phones. Utilizing IT Service Management (ITSM) principles and IT Infrastructure Library (TTIL) best practices, this role proactively resolves issues to maintain business continuity and user satisfaction.

Essential Functions:

Technical Support:

• Serves as the primary contact for IT support, managing incidents and service requests per ITIL standards.
• Provides Tier 1 and Tier 2 support for all systems and software.
• Uses the ticketing system to log, track, and resolve incidents efficiently.

Device and System Management:

• Configures, installs, and repairs workstations, laptops, printers, mobile data terminals (MDTs), and peripheral devices.
• Deploys new systems and devices as needed.
• Installs and tests software updates, patches, and upgrades.
• Manages user accounts in Active Directory, Microsoft Teams, and Software as a Service (SaaS) platforms.
• Monitors system logs for security and performance issues and ensures issues are addressed.

Audio-Visual Support:

• Sets up and maintains audio-visual equipment for city meetings including City Council meetings.
• Manages live streaming of meetings via Zoom and YouTube.
• Provides real-time technical support during meetings to address audio-visual issues.

Asset Management:

• Maintains accurate inventory of IT assets using ITSM tools.
• Coordinates with partners to procure hardware and software.
• Ensures compliance with software licensing agreements.

Documentation and Reporting:

• Documents support activities, solutions, and best practices.
• Contributes to the IT knowledge base for efficient issue resolution.
• Generates reports on incident trends, system performance, asset status and other requested data, and sends to senior management.

Continuous Improvement:

• Stays updated on emerging technologies and ITIL best practices.
• Proposes and implements improvements to IT processes and services.
• Ensures all IT activities comply with city policies and industry standards.

Other Duties: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Core Competencies:

• Server and desktop virtualization technology (preferably VMware).
• Server administration/ Network protocols.
• Firewalls and virtual private network (VPN) technology.
• Voice over internet protocol (VoIP).
• Keep apprised of emerging technology through training, education, and industry publications.
• Excellent technical and analytical ability to make decisions for hardware and software.
• Modern technology, systems, and software are designed to assist in the computerized management of information.
• Legal, ethical, and professional rules of conduct for government officers.
• Principles and practices of public sector administrative management, including personnel rules, cost accounting, budgeting, contract management, and employee supervision.
• Techniques and practices for efficient and cost-effective management of resources.
• Methods and techniques of research, statistical analysis, and report presentation.
• Ability to establish and maintain effective working relationships with others including co-workers, vendors, and system consultants . Principles and practices of conflict resolution.
• Must complete City Americans with Disabilities Act training modules 1, 2, 3 and 4 within first (30) days of employment.

Education, Training & Certifications:

Necessary:

• Five (5) years’ progressive experience in Information Technology management.
• Criminal Justice Information System (CJIS) certification is required every 2 years.
• Serve as Local Agency Security Officer (LASO) for CJIS
• Valid driver’s license and satisfactory motor vehicle record.

Desired:

• College degree in Information Technology or related field.
• IT industry certifications - such as, CompTIA, Cisco, Microsoft, Juniper, etc.
• Experience working with UNIX and Windows in a network environment.

Job Details

Category Full-Time Positions Status Open Salary $27.80 - $33.35/hr (DOQ) Posted October 17, 2024 5:00 PM Closing November 7, 2024 5:00 PM Attached Files 2024 Full-Time Benefits Guide
Information Technology Support Analyst (2024-10)

Tools

• Apply Online

Closing Date/Time: November 7, 2024 5:00 PM

• 

• City of Glenwood Springs

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