Technical Service Analyst

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.
full salary range is $28.22 - $42.33 per hour.
full salary range is $31.62 - 47.41 per hour.
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.
A solid understanding of security components and the ability to identify potential security risks.
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.
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
Education and Experience:

Technical Service Analyst
High School diploma or GED is the minimum requirement.
Associates degree in Computer Science is desi.