IT Technical Support Analyst

Full Job Description

Colorado’s Office of the State Public Defender (OSPD) maintains a reputation as one of the top organizations in the nation specializing in the delivery of indigent criminal defense.

We operate as an independent agency within the Judicial Branch of Colorado State Government with nearly 1,000 dedicated employees assigned to twenty-one Regional Trial Offices, a centralized Appellate Division, and a centralized Administrative Office.

The mission of OSPD is to defend and protect the rights, liberties, and dignity of those accused of crimes who cannot afford to retain counsel.

We do so by providing constitutionally and statutorily mandated representation that is effective, zealous, inspired and compassionate.

We seek to hire professionals who are dedicated to furthering our mission and demonstrate compassion in their service to our clients. We are a fast-paced, team-oriented environment, where self-motivation and a personal commitment to high performance are important attributes for success.

Requirements

We are recruiting to fill a new Technical Support Analyst position assigned to support end-users with IT services in both onsite and remote helpdesk environments.

The IT Division is centralized in our administrative services office located in downtown Denver, and supports the IT infrastructure for all 23 OSPD offices statewide including, operating systems, telecommunications, networks, information security, database administration, programming and web development, and helpdesk and end-user support.

This position is responsible for providing a full range of technical assistance and end-user support daily, in both onsite and remote helpdesk environments; and, participating in overall support, maintenance and monitoring of servers, storage, applications, equipment, and related systems and infrastructure.

The individual assigned to this position reports directly to the End-User Support Manager in our centralized IT division in Denver, but must be able to perform routine assignments and day-to-day activities within the assigned locations independently.

Responsibilities also include performing project-based technical support under the guidance of more senior IT professionals.

Technical Support Analysts must be able to apply training and experience in the application of standards, procedures and methods to accomplish assigned tasks.

Work requires the ability to assess and research solutions to a range of routine and semi-routine technical matters as well as, the occasional, moderately complex issues in the implementation and maintenance of computer operating systems, software, hardware, communications, and related equipment and devices in support of user and enterprise systems and infrastructure.

Typical duties and responsibilities include, but are not limited to:

As a member of the IT Helpdesk team, provides first and second-level technical assistance and end-user support in response to helpdesk requests, either in a remote helpdesk environment or onsite, as needed.

Answers questions and gathers information from users to diagnose and prioritize problems; and, prioritizes issue resolution based on available resources and the nature of the problem reported.

Provides ongoing technical assistance and end-user support through regularly scheduled coverage onsite at assigned regional offices.

Performs research, analysis, troubleshooting and resolution of a variety of routine and semi-routine to moderately complex issues related to software applications, Active Directory, hardware, networks, operating systems, servers, desktops, mobile devices, and peripheral equipment.

• Documents issues in the helpdesk tracking system, including a description of the problem, status and resolution. Closes tickets as problems are resolved.

• Assists and provides back-up coverage for the Helpdesk Technicians in answering and responding to helpdesk phone and email requests, as needed.

• Provides onsite assistance to support the senior administrators and specialists in maintaining and rolling-out updates and installs on servers, systems, applications and equipment in the regional offices, as required.

1. Installation, maintenance, upgrades and troubleshooting of systems hardware and software in accordance with standards and project/operational requirements.

1. Provision, installation and configuration of new servers and rebuilding of existing servers.

1. Management of applications on support servers that provide access control, system updates, anti-virus, software installation, asset management, and system monitoring.

1. Ongoing performance tuning, hardware upgrades and resource optimization as required on agency wide systems.

• Provisions, installs and configures end user equipment including desktops, laptops, mobile devices, phones, and printers.

• Conducts routine monitoring and testing of backups of system servers and monitoring of server hardware status, event logs, and performance within defined procedures and under the guidance of a senior IT professional.

• Frequently travels to assigned regional offices within the State of Colorado, which may include occasional overnight stays.

• Works with vendors for services and repairs in accordance with service agreements and IT policy and procedures. Keeps manager informed of potential costs and timelines for services.

• Participates in the IT department’s planning and implementation of projects for the agency.

• Performs other related duties, as needed.

Qualifications

Minimal Educational / Professional Qualifications:

QUALIFICATIONS: (Employees must be able to perform the essential functions of the job, with or without reasonable accommodation.)

Required Education and Experience:

• Associate’s degree in computer science or a related field; and,
• Three years’ experience working in a helpdesk, technical support environment, with a variety of operating systems, servers, application software, hardware, peripheral equipment, and mobile devices.
• Experience which provided the same kind, amount, and level of knowledge acquired in the required education may be substituted on a year-for-year basis for the required degree.

Preferred Qualifications:

• Experience working in an environment serving indigent populations.

Additional Information

Apply at: https://secure7.saashr.com/ta/6145154.careers?ShowJob=570931837