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
Links
External Job Ad
https://www.mylibrary.us/jobs/
Website
https://www.mylibrary.us/jobs/
Human Resources / Job Listings
https://www.mylibrary.us/jobs/
HR Info
1.888.861.READ (7323)