Technical Service Analyst

Description

Technical Service Analyst:

The primary function of this position is to provide Service Desk call resolution, tier 1 and 2 PC support via remote access or deskside, and data/network security administration for Arapahoe County network, enterprise applications and computer systems. Other responsibilities include duties associated with maintaining security reviews and audits.

Senior Technical Service Analyst:

Performs a wide range of expert technical duties associated with systems/network security administration, and technical support of enterprise systems. Provides advanced Service Desk call resolution and tier 1 and tier 2 desktop via remote access or deskside support. Responsibilities include the security access control to Arapahoe County network, enterprise applications and computer systems.

NOTE:The county anticipates hiring this position as an Technical Service Analyst. This position is eligible for career progression as outlined below.

• Technical Service Analyst: full salary range is $28.22 - $42.33 per hour.

• Senior Technical Service Analyst: full salary range is $31.62 - 47.41 per hour.

Duties

• Performs Service Desk problem/resolution phone support to internal customers including but not limited to monitoring and responding to Service Desk phone calls, email and voice mail, incident communication and submitting all customer requests into the call tracking system. Provides follow up and progress updates to the customer.

• Provides support associated with the user computing environment including but not limited to hardware platform, operating system, Microsoft Office, Internet browsers, printers, scanners and other hardware peripherals. Ability to configure and set up computers and diagnose problems with hardware components, memory management and Operating System.

• Performs several duties associated with the data/network security administration function within the County. These duties include, but are not limited to, administration of the Active Directory accounts utilized by County staff accessing network resources, systems/applications, file/data access, and program/application security.

• Responsible for security reviews and audits. Implements remediation of security risks and non-conformance to County policies, recommends changes to security design based on industry knowledge and findings from systematic audits.

• Remain informed of current industry development and technologies through education and personal development.

• Maintains documentation in area of responsibility.

Senior Technical Services Analyst Only

Duties:

• Performs advanced Service Desk problem/resolution phone support to internal customers including but not limited to monitoring and responding to Service Desk phone calls, email and voice mail, incident communication and submitting all customer requests into the call tracking system. Provides follow up and progress updates to the customer and creates and maintains documentation in area of responsibilities.

• Performs a number of duties associated with the data/network security administration function within the County. These duties include, but are not limited to, administration of the County Identifications (IDs) utilized by County staff accessing network resources, systems/applications, file/data access, program/application security, advanced 1st and 2nd level problem determination/resolution, and auditing the security database and systems for integrity.

• Responsible for security reviews and audits and implements remediation of security risks and non-conformance to the County's policies. Provides recommendations for changes to security design based on industry knowledge and findings from systematic audits. Audits adherence to the County security policies/guidelines.

• Works with our customer departments to ensure the relationship between the customer and IT is effectively maintained. This position will work with Security Coordinators to maintain Arapahoe County Government's security policies and to foster a positive customer relationship.

• Participates at group meeting by offering group members advice for resolving open calls. May lead group discussion or cross train on new processes or technology.

• Provides reports to management team utilizing IT tools and PowerShell.

• Identifies areas for improvement in the technical support environment and consults with Supervisor to build upon or implement new processes and procedures.

• Mentors, creates, and provides training for new Technical Service Analysts ensuring they are familiar with various procedures, duties, documentation, and resources to minimize interruption to the users.

• Remains informed of current industry development and technologies through education and personal development.

Skills, Abilities and Competencies:

• Knowledge of user security best practices including, but not limited to, Microsoft's Active Directory Security systems, LDAP (Lightweight Directory Access Protocol), and general application authentication security.

• Advanced knowledge of file permissions and how it effects use/group access. Understanding of security components and the ability to identify potential security risks.

• PC experience; hardware and software, with an emphasis on Microsoft office products.

• Exceptional customer service, and oral and written communication skills. Written communication skills include the ability to write technical documentation for IT reference.

• Ability to research and act upon Spam, Phishing and Virus incidents to protect ACG internal systems from Cyber Security threats.

• Strong problem-solving abilities and good judgement when escalating to other resource teams and management.

Senior Technical Service Analyst Only

• Example of skills, Abilities, and competencies

• Advanced knowledge of user security best practices including, but not limited to, Microsoft's Active Directory Security systems, LDAP and general application authentication security.

• Advanced knowledge of file permissions and how it effects use/group access. A solid understanding of security components and the ability to identify potential security risks.

• Ability to research and act upon Spam, Phishing and Virus incidents to protect ACG internal systems from Cyber Security threats. Mentors and trains Service Desk staff to gain more advanced knowledge of tools and resources to determine level of threat for proper escalation.

• Advanced PC experience; hardware and software, with an emphasis on MS office products. Acts as an escalation point for Service Desk issues.

• Exceptional customer service, and oral and written communication skills. Written communication skills include the ability to write technical documentation for IT reference.

• Advanced problem-solving abilities. Uses strong judgement when escalating to other resource teams and management. • Ability to establish and maintain effective working relationships with superiors and fellow workers; ability to communicate effectively with same.

• Expertise at working both independently and in a team-oriented, collaborative environment is essential.

• Continue personal development and education to remain informed of current industry development and technologies.

• Ability to lead project and organize/manage/delegate tasks to team members.

Behavioral Competencies (these are required for all positions at ACG):

Accountability

Accessibility

Inclusivity

Integrity

Requirements

Education and Experience:

Technical Service Analyst

• High School diploma or GED is the minimum requirement. Associates degree in Computer Science is desirable.

• At least 3 years of relevant experience in a service desk/security/desktop technician role administrating Microsoft Active Directory; or,

• A combination of education and experience may be considered.

Senior Technical Services Analyst Only

• High School diploma or GED is the minimum requirement. An Associates degree or two (2) year certificate in appropriate field is preferred but may be substituted with experience. Additional technical coursework in computer systems is highly desirable.

• Six to Eight (6-8) years of experience in a security/service desk/desktop technician role administrating Microsoft Active Directory or equivalent experience.

• An equivalent combination of education and work experience that satisfy the requirements of the job may be sufficient.

Supplemental Information

Pre-Employment Additional Requirements:

• Pre-employment testing includes an acceptable current motor vehicle check and background check.

• Possession of a valid Class "R" Colorado Driver's License or the ability to obtain one within two weeks of appointment.

Post-Employment Requirements:

• Will also require post-hire fingerprinting, a CBI background check and successfully completing bi-annual Colorado Justice Information System training.

• Must be available to work on an on-call on a rotational basis requiring evenings, holidays and weekends.

• Must be able to work nights and weekends as business needs dictate.

• Work locations and facilities are subject to change based on business need.

WORK ENVIRONMENT:

Work is generally confined to a standard office environment but may entail off site work for a problem resolution and/or project work. Position requires 24x7 on-call rotation, and occasional weekend and/or evening work. Must be able to travel between multiple locations as needed. Occasional out of town travel may be required.

PHYSICAL DEMANDS: The following are some of the physical demands commonly associated with this position.

• Spends 75% of the time sitting and 25% of the time either upright or walking.

• Occasionally lifts, carries, pulls or pushes up to 25 lbs.

• Occasionally uses cart, dolly, or other equipment to carry in excess of 50 lbs.

• Occasionally climbs, stoops, kneels, balances, reaches, crawls and crouches while performing office or work duties.

• Verbal and auditory capacity enabling constant interpersonal communication through automated devices, such as telephones, radios, and similar; and in public meetings and personal interactions.

• Constant use of eye, hand and finger coordination enabling the use of automated office machinery or equipment.

• Visual capacity enabling constant use of computer or other work-related equipment.

Below, please list any special physical demands associated with this position. For instance, exposure to hazardous environments, blood borne pathogens, extreme heat/cold, use of power equipment or machinery, wearing of PPE (personal protective equipment).

Definitions:

Occasionally: Activity exists less than 1/3 of the time.

Frequently: Activity exists between 1/3 and 2/3 of the time.

Constantly: Activity exists more than 2/3 of the time.