Technical Support Analyst - Service Desk

Job Description:

Technical Support Analyst - Service Desk

Description

see below

Apply By:
10/14/24
Division:
Business Innovation & Technology Division
Management Level:
Individual Contributor
Scheduled Weekly Hours:
40
Benefit Eligibility:
This position is eligible for Standard Benefits which includes dental, medical, and vision insurance, paid time off and holidays, retirement matching, wellness programs, and tuition reimbursement.

Description:

At Jefferson County (Jeffco) Business Innovation & Technology (BIT) we are shaping the role technology plays in government. We are searching for a Technical Support Analyst to join our Service Desk team!

We're seeking an efficient and effective problem solver capable of providing technical support to users for both software and hardware over the phone, via chat and in person for every level of the organization. The IT Services division provides a full range of services to nearly 3000 County employees and over 500,000 citizens. We offer opportunities for employees to expand their skills and experience in IT areas ranging across Project Management, Information Security, Quality and Process Management, Commercial Applications, Custom Development and rapidly expanding Web Services.

The Technical Support Analyst performs a variety of computer system administration and support tasks. With significant autonomy, this individual examines, constructs, documents, tests, maintains, troubleshoots, and supports PC hardware, operating systems, software applications, peripherals and phones for the entire organization. This position will also be responsible for receiving desktop equipment and asset management associated with receiving and deploying equipment. The position requires a self-motivated and driven professional who elevates their internal and external interactions by modeling humility and excellent written and verbal communication.

Schedule: This position operates on a 9x80 schedule in-office, with some flexibility for remote work based on customer needs and staffing levels onsite. Must have reliable transportation for off-site support as requested by our customers.

Anticipated Hiring Range: $28.92 - $33.00 USD Hourly

Compensation will be determined based on education, experience and skills.

Benefits: Jefferson County offers a generous benefits package that supports your personal and professional life. Benefits include medical, dental and vision insurance, paid time off and holidays, retirement matching, wellness programs, tuition reimbursement and more. For more information, click here for our Total Rewards summary.

Essential Duties:

As a Technical Support Analyst in the Service Desk, your job will include, but is not limited to: d

System Administration & Support

• Perform a variety of computer systems administration and support tasks via the phone and in person.
• Analyze, construct, document, test, maintain, troubleshoot and support PC hardware, operating systems, software applications, peripherals.
• Support mobile devices and audiovisual systems for the entire organization.
• Problem-solving, technical assistance and support coordination to staff for computer hardware, software, networking, and applications systems.
• Follow documented and approved procedures as identified by the supervisor and technical lead.
• Escalate issues as appropriate to technical subject matter experts.

Technical Hardware & Software Services

• Diagnose and resolve computer hardware and software problems.
• Determine root problems for complex and inter-dependent technical hardware and software services.
• Escalate issues as appropriate to technical subject matter experts.

Effective Communication & Documentation

• Communicate diplomatically and skillfully with users.
• Develop project documentation that effectively communicates to both technical and non-technical audiences.
• Determine root issues and give appropriate feedback and instructions to users.
• Independent decision maker based on judgment to resolve a range of complex technical problems.
• Coordinate installation schedules with vendors and County entities.
• Provides technical support to customers in a professional manner and maintains goodwill, cooperation, and productive relationships.
• Other duties and responsibilities as assigned.

QUALIFICATIONS

Research shows that women and other underrepresented and historically marginalized groups tend to apply only when they check every box in the posting. If you are reading this and hesitating to click “apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.

Minimum Qualifications :

• Associate degree or technical certificate and
• 1 year of work-related experience in the installation and maintenance of systems for significantly sized local enterprise.
• Or an equivalent combination of education and experience.

Preferred Qualifications :

• 3 years plus HDI Help Desk Analyst and/or Systems Administration experience
• 3 years plus hands-on hardware support experience
• Certifications Desired: A+, MCSA, MCSE, MCITP or MCTS, VMware preferred
• Knowledge of asset management
• IT Ticketing system experience
• A desire to grow both intellectually and professionally
• Proficient in using Microsoft Office Suite
• Ability to articulate clearly and effectively to varying levels of customer
• Strong written and verbal communication
• Experience providing priority support to executives
• Demonstrating initiative, innovation, and resiliency
• Work independently and as part of a project team
• Effective problem-solver
• Desires to help and empower others
• Analyze, assess, and interpret business requirements to identify technical successes and potential problems.

Additional Job Information:

• Offer of employment contingent on upon successful completion of criminal history, MVR check, education verification and references.
• Please note that supplemental questions requiring a written response will serve as a writing sample.
• Must have valid driver's license, if you are from out of state, you must obtain a valid Colorado driver's license within 30 days of hire date and you must not have any major violations, nor more than one DUI, DWI, DWAI conviction in the past five years.
• Reliable transportation is expected.
• CJIS Certification required within 30 days of hire.
• Colorado residency is required at the time of hire. Applicants must be available for in-person interviews.

How to Apply:

Applications will be accepted electronically at Jefferson County Colorado Career Opportunities .

Applicants complete an online form and have the option to provide a resume and detailed cover letter that describes why you are the best candidate for the position. Applications are reviewed for minimum qualifications listed in the qualifications section of the job bulletin, and applicants are contacted directly by the hiring team regarding next steps. To view the status of your application or direct communication from the hiring team, please log into your candidate portal .

For more details on the recruitment process, please visit https://www.jeffco.us/1860/FAQs

Questions:

• County Recruitment Team: 303-271-8400 or careertalent@jeffco.us
• Library Recruitment Team: 303.275.6168 or talent@jeffcolibrary.org
• Sheriff Recruitment Team: 303.271.5332 or sheriff.recruiting@co.jefferson.co.us

Education:

Experience:
Work Experience: Minimum one year

Certifications:

Languages:

Category:
Information Technology Services