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ITI Application & Support Analyst

High Plains Library District

Greeley, CO

Application Deadline

Open Until Filled

Wages

$25.94 to $35.09 per Hour   Calculate

Location

Greeley, CO

Hours

40.00

MLS

Not Required

Minimum Education

Bachelor's Degree

Library Experience

Not Required

Supervisory Experience

Not Required

Type of Library

Public

This job is more than 3 weeks old or the application deadline has passed.

Job Description

ITI Application and Support Analyst


 


 

Revised:  03/15/2022

Role:  

With minimal direction and supervision assist with various aspects of ITI Department services including, but not limited to, providing support, administration and leadership for applications and client systems requiring mid to advanced levels of technical acumen.  As an ITI team member, ensure responsive and stable technology solutions while providing exceptional customer service.

Major Duties and Responsibilities:

40% – ADMINISTRATION AND SUPPORT OF ASSIGNED PLATFORMS AND SERVICES – With considerable independence and initiative performs a variety of administration and support activities including responding to customer and organizational needs by analyzing, constructing, documenting and owning assigned incidents/requests/problems/changes.   Support off the shelf, and sometimes industry-specific, software including the installation, configuration, testing, monitoring, troubleshooting, account management, and ongoing upgrades and patches.  Apply IT industry best practices to ensure secure, reliable and sustainable services.   Monitor current and future state needs of assigned systems and work with the ITI Manager to develop ongoing management plans.  (Essential)

45% -  PROVIDE GENERAL SUPPORT - Monitors, assumes ownership of and works to resolution on incidents/problems/changes in the ITI queue.   Work may involve workstation level configuration troubleshooting and assistance of mid to high-level complexity.   Provide backup coverage for other ITI staff functions.  Participate in projects as assigned by the ITI Manager. Working with the department manager maintains up to date documentation and information to enable effective load sharing and backup of the position responsibilities.  (Essential)

15% - DATA PREP, REPORTING AND CONTINUOUS IMPROVEMENT - Working with the ITI manager, identifies and compiles needed data, reporting and process ideas to support continuous improvement of assigned areas of responsibility and ITI services.   May include data compilation for other departments within the organization.  (Essential)   

10% - Other Duties - Assists Supervisor in order to ensure the smooth operation of the department.  (Non-Essential)  

Minimum Requirements:

Education:  Bachelor’s Degree in Computer Science, Information Systems or similar field of study
 

Experience:  

3+ years experience supporting client systems and operations

Microsoft, HDI or ITIL Certifications (preferred)

Or any combination of education and experience which provides the success factors.

District Success Factors:

Focuses on the customer
 Initiative
 Contributes to a positive work environment
 Strategic thinking
 Pursues personal development
 Continuous improvement
 Takes pride in the workplace
 Emotionally intelligent
 Tactful
 Knowledge of public library operations
 Creativity
 System-wide perspective

Job Success Factors:

Proficient in the Microsoft client operating systems and Office Suite 

Experience working with service management tools 

Familiarity with client management solutions 

Experience working as an application owner and point of escalation for application issues

Awareness of and experience with ITI process and configuration best practices and why they are important

Foundational understanding of database concepts and SQL 

Foundational understanding of standard technology infrastructure components and configurations (examples:  switches, routers, circuits, servers, DNS, TCP/IP)

Mid to advanced level skill in troubleshooting,   from the client perspective,   across the full spectrum of the technology environment including clients, applications and basic technology infrastructure

Able to develop and methodically work through troubleshooting plans 

Able to independently identify options and develop recommendations regarding requests, incidents, and problems 

Able to act as a point of escalation, problem owner, for mid-level to advanced client technical issues

Demonstrated good judgment and decision making in the diagnosis and resolution of computer hardware and software problems

Able to effectively present information to both technical and non-technical audiences

Skill in customer relations

Able to work independently 

Able to communicate clearly and concisely

Able to multitask and effectively manage an assigned workload per a defined schedule

Able to work with effectively vendors and obtain needed results 

Ability to work effectively with disruptions 

Ability to quickly learn and adopt new tools, concepts, and processes

Analytical approach to problem-solving and decision making 

Systems-wide view of information 

Data and reporting skills
 Skilled in Microsoft Windows, Microsoft Office, Skype for Business, Office 365, SharePoint, Microsoft Outlook, VMWare Workspace UEM (previously known as AirWatch), Forcepoint, Symantec, Faronics Deep Freeze, Ghost, Envisionware PC Reservation, Pharos, Gotoassist/Logmein, Goto Service Desk, Virtual servers (Hyper-V), Phone systems (Shoretel), and Cascade

Database basics

Physical Success Factors:  

Office setting
 Able to lift up to 50 lbs.
 Able to push a cart up to 200 lbs.


 

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

Benefits & Additional Compensation Info

Benefits: 

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Accidental Death and Dismemberment (AD&D) Insurance

Short-Term Disability

Long-Term Disability

401(a) Defined Contribution Retirement Plan

457 Deferred Compensation Plan

Flexible Spending Accounts for transportation, dependent care and medical expenses

Tuition Reimbursement

Paid Leave

Additional Info & Requirements

Pay Grade: 52

Compensation/Benefits: $25.94-$35.09/hr; Full-Time benefits

FLSA Classification: Non-exempt

Hours: Full-time;40 hrs, Monday-Friday

Location: Administration Support and Services (DSS), Greeley, CO 80631​​

Department:Information Technology and Innovation

Supervisor: ITI Manager

Supervises: None

Deadline: Open until filled

Website
https://www.mylibrary.us/jobs/

Human Resources / Job Listings
https://www.mylibrary.us/jobs/

HR Info

1.888.861.READ (7323)

Posted Nov 2, 2023