The Technology Support Analyst position performs intermediate level support of the library’s public and staff computing services to effect real time problem analysis and resolutions. The IT Support Analyst is also responsible for assisting in the design, configuration, delivery, upgrades and maintenance, and improvement of in-house software/hardware training programs and related courseware. This position provides technical leadership and training to the Technology Support Technicians, and coordinates the implementation and deployment of all PC related hardware and software. Work is performed under general supervision.
Examples of Duties:
• Field incoming problem tickets from end users to resolve application, hardware and software issues within specific public computing services servers, databases, and other mission-critical systems; document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution; communicate application and hardware problems and issues to key stakeholders, including management, development teams, end users, and unit leaders; test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Work with end users to identify and deliver required PC service levels.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware/software, networked peripheral devices, and networking hardware/software products.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• Monitor and test PC performance and provide PC performance statistics and reports.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• If necessary, liaise with third-party support and PC equipment vendors.
• Maintain and enhance performance of all new and existing PC related software and applications across the organization.
• Identify and learn appropriate software applications used and supported by the organization.
• Coordinate with department heads to assess departmental application training needs and objectives; participate in the design, development, and delivery of software applications training programs and individual classes.
• Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet portal and service desk portal to assist in problem resolution.
• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
• Apply diagnostic utilities to aid in troubleshooting.
• Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Accurately document instances of hardware failure, repair, installation, and removal.
• Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.
The pioneer spirit, accompanied by the beauty of the mountains, foothills and plains, is gloriously evident in Douglas County. The County’s strength, as the centerpiece of the Denver/Colorado Springs development corridor, is a perfect blend of quality lifestyle and business environment. Through engagement, education, and entertainment, Douglas County Libraries transforms lives and builds community, and is a passionate advocate for literacy and lifelong learning. Douglas County Libraries, **USA's #1 Library (Hennen American Public Library Ratings, 2009, 2010),** is a major contributor as to why Douglas County has been nationally recognized as a great place to live, work and raise a family.
• Education: A high school degree, at least two years of college, and advanced technical training in a related field is required. A college diploma or university degree in the field of computer science, information systems, is a plus.
• Certifications: A+, Network+, Server+, MCITP
• Experience: Six years minimum of equivalent desk top and technical support experience is required. Three years’ equivalent work experience in a mid-technical analytical position responsible for managing enterprise desktop environments required. In-depth, hands-on knowledge of, and experience with enterprise and desktop applications is required. See Knowledge, Skills and Abilities for additional requirements.
An equivalent combination of education and experience may be considered.
• Experience in a mid-technical analytical position responsible for managing enterprise desktop environments required.
• Must have experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Knowledge of Windows operating systems and imaging techniques for mass deployments is required.
• Ability to develop and interpret technical documentation for training and end user procedures is required.
• Knowledge of trends in technology relating to desktop and software applications is required.
• Must have experience with building and maintaining an enterprise problem tracking system.
• Must have excellent technical knowledge of network and PC hardware.
• Hands-on hardware troubleshooting experience required.
• Must have extensive equipment support experience with PCs, notebooks, tablets and MACs.
• Working technical knowledge of current network protocols, operating systems, and standards is required.
• Ability to operate tools, components, and peripheral accessories is required.
• Must have the ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Must be able to become familiar with and understand of the organization’s goals and objectives.
• Working technical knowledge of virtualization technology especially desktop virtualization is required.
• Knowledge of storage technologies such as SAN or NAS, as well as Active Directory is required.
• Must have effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills are required.
• Must be able to present ideas in user-friendly language.
• Must be self-motivated and directed.
• Must have keen attention to detail.
• Analytical and problem-solving abilities are required.
• Ability to effectively prioritize and execute tasks in a high-pressure environment is required.
• Ability to work in a team-oriented, collaborative environment is required.
Apply via our online application system at DouglasCountyLibraries.org. Hand delivered, mailed, emailed or faxed applications and resumes will not be accepted. EOE.
Our web site: http://www.douglascountylibraries.org/