Technical Support Analyst Job at City of Arvada – 3.8 in Arvada, CO
Job Functions / Scope of Authority
ESSENTIAL JOB FUNCTIONS
Works with customers to define requirements and makes sound recommendations for the purchase of computer hardware to meet those needs. Coordinates purchases with vendors.
Works with vendors to expedite repairs and/or replacements for defective hardware to minimize downtime and lost productivity for customers.
Works with customers to define requirements and makes sound recommendations for the purchase of computer software to meet those needs. Coordinates purchases with vendors and manages software licenses for products purchased by IT.
Is detailed and methodical in the creation and maintenance of multiple city standard workstation images and maintains detailed documentation for the creation and updates of those images.
Utilizes service desk management tools to document and manage work order requests and to build a useful knowledge base for IT staff and customers.
Uses technical expertise to research and provide sound recommendations for new software packages, software upgrades and patches.
Competent in the use of virtualization technologies and automated deployment tools to create packages and virtualized workstations for software delivery.
Writes clear, complete, and easy to understand documentation.
Stays abreast of emerging technologies.
Proposes innovative solutions to meet the business needs of customers.
Successfully manages multiple priorities including daily work and project related tasks.
Effectively communicates technical information in a positive and helpful manner to customers with various levels of computer knowledge.
Works effectively with IT staff members to deliver high quality services and support to customers.
Makes effective use of various technical resources including vendor support, knowledge bases, technical manuals, online sources, etc., to implement technical solutions and troubleshoot problems.
Makes a valuable contribution to team objectives.
Shares information and technical knowledge with team members to help others in building their knowledge and skills to provide the best possible service to our customers.
Demonstrates a respectful attitude towards customers and coworkers that promotes teamwork, open communication, and effective customer service.
Acts with the customer in mind, responds to requests promptly and provides effective services or solutions for customers.
Exercises appropriate level of initiative and judgment to make decisions within the scope of assigned authority.
Provides a wide range of technical, consultative and administration services related to the use and maintenance of the virtualized computing environment. Makes recommendations on software and hardware used in virtualization, as well as installing, updating, maintaining, and configuring the operating system/applications in a virtualized environment
ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of virtualization technologies and automated software deployment products for software distribution.
Knowledge of ITIL best practices and adherence to ITIL processes implemented by the IT department.
In depth knowledge of and experience with workstation operating systems, office productivity suite software, and enterprise email system client software as well as the ability to learn and support various business software applications utilized throughout the city.
Knowledgeable in the use of network management tools used for the creation and maintenance of objects including users and groups, workstations, printers, applications, etc.. Skilled in file and directory access management procedures to assist departments in creating and maintaining appropriate security and access to information.
Good understanding of network protocols including DNS, DHCP, TCP/IP and Ethernet technologies to troubleshoot network connectivity issues.High level of technical competence installing, configuring, maintaining, and supporting computer hardware including desktops, laptops, workstations, mobile devices, printers, scanners, and various other peripherals.
In-depth knowledge and experience with various computer hardware including Intel-based desktops, laptops, and workstations, mobile devices, and various peripheral devices including printers, scanners and other standard peripherals.
High level of technical competence installing, configuring, maintaining, and supporting off the shelf and custom workstation software to support customers’ business needs.
Skilled in the creation and management of users’ network accounts.
Ability to effectively communicate information, both verbally and in writing, to support organizational objectives and interact with all levels of personnel within the city in a positive and cooperative manner.
Provides after hours on call IT support on a periodic basis.
Provides recommendations for service desk budget requests and expenditures.
Other duties as required.
—Employees are held accountable for all duties of this job—
SCOPE OF AUTHORITY:
Receives minimal supervision under the direction of the service desk manager. Plans daily work activities and prioritizes tasks. Expected to handle different and specialized situations in department or functional areas. Defined procedures utilized include: Standards for customer service, IT department policies and procedures, city policies and procedures, employee handbook, purchasing guidelines, and organizational values.
No financial responsibility.
Working Environment / Qualifications
WORKING ENVIRONMENT/PHYSICAL ACTIVITIES:
The work environment/physical activities described here are representative of those an employee encounters while performing the essential functions of the job.
Work is primarily performed in a standard office and occasionally in a computer room or network switch room environment with low noise levels. Physical effort and activities include: moderate physical activity by handling objects up to 50 pounds occasionally and up to 20 pounds frequently. On occasion required to work under desks. Occasional exposure to noise and cold in the computer or switch rooms.
MINIMUM REQUIRED QUALIFICATIONS (EDUCATION, LICENSE, TRAINING AND EXPERIENCE):
Bachelor’s Degree in Computer Science or related field with a minimum of three (3) years relevant experience with workstation, service desk and network support. Experience in communicating technical information to all levels of staff. A combination of education and experience may be substituted for a degree with three (3) years relevant experience in lieu of education. Valid driver license required.
A+, Microsoft, gsuite, HDI, and/or ITIL certifications are a plus
MATERIAL AND EQUIPMENT DIRECTLY USED:
Requires the use of workstation operating system, application, management and utility software programs including Windows, MS Office, WinZip, VMWare, MS Active Directory Admin Tools, Cherwell Service desk management software, and Citrix Xen Suite. Also requires the use of hardware including Intel-based workstations, desktops, laptops, printers, scanners, and other standard workstation hardware and peripherals.
Vision Mission Values
The City is an Equal Opportunity Employer
The City’s Core values are in every employee’s individual Performance Plan which helps us to reinforce our expectations for living and working by our Core Values.
Every City employee is expected to perform his/her job to the highest professional standards. This includes upholding the City’s values with integrity and accountability, acting in a manner that is respectful and inclusive towards others, and adhering to the City’s policy on employee conduct as detailed in the personnel rules sec. 70-143.
Vision: We Dream Big and Deliver
Mission: We are dedicated to delivering superior services to enhance the lives of everyone in our community.
Innovation: We excel in creativity, flexibility and the use of best practices while valuing diverse backgrounds, ideas and perspectives.
Passion: We are a high performing, inclusive team inspiring each other to pursue excellence.
Opportunity: We value our diversity, embrace possibilities, face challenges, persevere and take action to deliver quality results.
About the Company
Company: City of Arvada – 3.8
Company Location: Arvada, CO