Senior Technical Support Analyst

POSITION SUMMARY

The Technical Support Analyst serves as a liaison between Information Technology and city departments related to technology support and planning. This position provides advanced analysis, problem-solving, technical assistance, support and solutions to staff for end user digital devices, audio-visual, networks and applications.  Provides routine desktop administration, technical implementations, operating system imaging, systems analysis support for City applications, asset inventories.  Maintains the city’s IT asset management program. The Sr Technical Support Analyst coordinates work assignments between IT teams and the departments.  

REPORTING RELATIONSHIPS

Reports to:  IT Operations Manager

Direct Reports: None

DUTIES AND RESPONSIBILITIES

The listed examples of work are not intended to be all-inclusive.  They may be modified with additions, deletions, or changes as necessary.

Essential Duties & Responsibilities

• Functions as the key contact for all requests from a broad range of users for technical support at a designated location. Provides consultation and support; communicates effectively to convey complex technical information.
• Provides expert knowledge of functions and administration for department-specific computing solutions, working with functional system administrators, network administrators, IT operations staff, users and vendors to keep systems up-to-date and operating efficiently
• Prioritizes and appropriately escalates issues to assure timely problem resolution. Carries out fact-finding and analysis of problems; determines most effective problem resolution procedures.  Suggests, tests, implements, and evaluates solutions.
• Maintains and documents work activities in the city’s work order system including difficult or complex problems, identifying trends, recommending solutions and resources.
• Reviews user requirements and needs for software and services; performs related research and analysis and provides information and guidance to users; coordinates implementation, installation, and training.
• Monitors and maintains software patching program for end user devices, ensuring high system availability, data integrity, security, and ease of use. 
• Monitor and maintain a five year asset management program with the state of the art technology.
• Provides Desktop administration for department-specific computing solutions, working with IT system administrators, helpdesk staff, network administrators, Business Services, users and vendors to keep systems up-to-date and operating efficiently.
• Utilize city’s asset management system to manage the desktop OS environment, assets, including but not limited to remote control, patch management, software distribution, operating system deployment, network access protection, and hardware and software inventory.
• Responsible for the analysis, development, modification, installation, testing and maintenance of operating systems software.
• Evaluates vendor supplied software packages and makes recommendations to IT management, modifies and/or debugs vendor-supplied utilities and packages.
• Analyzes and resolves computer hardware, software and network issues, repairs user workstations, modifies configurations, replaces faulty components and rebuilds complete systems on a variety of platforms.
• Modifies, installs and prepares technical documentation for system software applications. Diagnoses, isolates and de-bugs software problems and performs problem resolution. Monitors systems capacity and performance, plans and executes disaster recovery procedures and provides senior level technical support for end user devices. Performs work that is complex and varied in nature.
• Develops and actively maintains detailed technical documentation of system configurations and administrative procedures to ensure continuity of services in the incumbent’s absence. Responsible for the development, testing and implementation of Group Policy in order to support the City of Englewood’s environment.
• Creates and maintains Windows desktop images using Windows Deployment Service and/or similar technology
• Provides supplemental support for problems experienced with enterprise and departmental software applications and related programs outside the incumbent’s directly assigned areas.  Works in coordination with other technical staff in problem resolutions that involves multiple system tiers.
• Defines and discerns key aspects of a problem and develops an integrated solution within a broad technical and business context of significant impact.
• Provides instructions to new and existing employees on features, capabilities and policies of assigned computing systems and assists employees in utilizing the software to meet their needs. 
• Actively participates in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.
• Works with third party vendors by designing, implementing and coordinating the roll-out and maintenance of departmental systems.  Coordinates on-site activities and ensures that vendor support is provided to maintain system functions and operations.
• Assists other technical staff members in support of major or complex projects.  Writes documentation for related projects.
• Researches and maintains knowledge of current applicable technologies to ensure the City’s awareness of state-of-the art technologies.  Assists the IT Operations in planning for future acquisitions and upgrades to equipment and software
• Enforces City technology standards and policies.   Monitors and ensures the proper and effective use of the City’s technology investments and user adherence to City usage policies and procedures.  Notifies management of security and appropriate usage violations.
• Supports and maintains audio-visual systems
• Plays an active role in the Department’s after-hours standby support program and council meetings.

Other Duties & Responsibilities

• Performs other duties as assigned and required.

PREPARATION AND TRAINING

Education

• Bachelor’s degree in Information Systems, Engineering, Computer Science or related field.

Work Experience

• 5-7 years’ experience supporting, implementing and administering enterprise computing technologies.

Certifications and/or Licensures

• Must maintain CJIS Compliance and have a minimum of one certification in, Advanced Microsoft Certification(s), Comptia Certifications and/or ITIL certification.
• Required Driver’s License: Valid Colorado driver’s license and a clear or acceptable MVR

An equivalent combination of education, training and relevant job experience may be substituted.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge

Basic and Intermediate knowledge of:

• Knowledge of data privacy practices, securing desktop and end user devices, IT Polices, applicable laws such as PCI, CJIS, HIPPA, etc.
• Basic knowledge of with SQL/Relational Database technologies
• Intermediate knowledge with windows scripting conventions such as VB Scripting, Batch scripting and/or powershell scripting.
• Intermediate knowledge of TCP/IP, DNS, DHCP, VPN Technologies, and how end user devices utilize these services
• Intermediate knowledge of Server operating system and application-tier security concepts and techniques.
• Intermediate knowledge of documenting and using service desk ticketing applications

Working knowledge of:

• Expert knowledge of patch management practices and reporting.
• Expert knowledge of the Microsoft Operating system, Microsoft desktop applications and mobile device best practices and troubleshooting issues.
• Expert knowledge in Active Directory best practices with managing users and computers accounts

• Expert knowledge with managing end user devices using manual and/or automated solutions. Experience should include the following competencies: remote control, patch management, software distribution, operating system deployment, network access protection, and hardware and software inventory.
• Expert knowledge of Active Directory Group policies
• Expert in LDAP queries for end user devices and applications as needed for Active Directory lookups.
• Expert Proficient in Windows imaging technologies, including but not limited to Microsoft Deployment Toolkit (all versions).
• Hands on experience deploying all current Windows desktop operating systems in an Active Directory environment.
• Expert knowledge and administration of Microsoft Office 365 suite but not limited to scripting and best practices.
• Strong verbal and written communication skills. Detail oriented. Exercises sound judgment.
• Expert knowledge of Enterprise Anti-Malware technologies.
• Ability to train, delegate, prioritize and maintain a professional composure with customers in difficult situations. Ability to maintain confidentiality with regard to customer information and employee records.
• Expert knowledge of maintaining Enterprise software and hardware licensing and/or warranties
• Strong knowledge of Policies, procedures, and goals of the City of Englewood.
• Strong knowledge of City of Englewood purchasing policies and procedures
• Strong knowledge of City departments' operations

Skills and Abilities

• Communication Skills - Advanced skills required to establish and maintain effective working relations with customers, co-workers and vendors.  Advanced written communication skills required for composing documentations and correspondence.  Advanced verbal communication skills required to educate City users on IT issues.
• Analytical Skills - Advanced skills required to troubleshoot a wide variety of issues pertaining to the software packages used by supported customers.
• Project Management Skills - Advanced skills required to coordinate system enhancement implementations and facilitate cross-functional teams.

WORKING CONDITIONS

Work is performed in a standard office environment, requiring sitting for extended periods of time, and occasional light lifting (up to 15 lbs.).  Job requires visual and physical capabilities to perform work on computers and associated equipment for prolonged periods of time (4-6 hours daily).

SALARY RANGE

$66,966 - $100,448/Annual Rate

BENEFITS

The City of Englewood offers a comprehensive benefits package to eligible, full-time employees including paid time off, holidays, medical, dental, and vision.

APPLICATION DEADLINE

Friday, March 28th, 2025

Salary : $66,966 - $100,448