Information Technology Support Analyst in Glenwood Springs, Colorado

Position Summary:
The Information Technology (IT) Support Analyst provides Tier 1 and Tier 2
technical support to all City of Glenwood Springs employees, ensuring the
efficient operation of over 400 devices including workstations,
printers, mobile devices, and Voice over Internet Protocol (VoIP)
phones. Utilizing IT Service Management (ITSM) principles and IT
Infrastructure Library (TTIL) best practices, this role proactively
resolves issues to maintain business continuity and user satisfaction.

Essential Functions:
Technical Support:
Serves as the primary contact for IT support, managing incidents and
service requests per ITIL standards.
Provides Tier 1 and Tier 2 support for all systems and software.
Uses the ticketing system to log, track, and resolve incidents efficiently.
Device and System Management:
Configures, installs, and repairs workstations, laptops,
printers, mobile data terminals (MDTs), and peripheral devices.
Deploys new systems and devices as needed.
Installs and tests software updates, patches, and upgrades.
Manages user accounts in Active Directory, Microsoft Teams, and
Software as a Service (SaaS) platforms.
Monitors system logs for security and performance issues and ensures
issues are addressed.
Audio-Visual Support:
Sets up and maintains audio-visual equipment for city meetings including
City Council meetings.
Manages live streaming of meetings via Zoom and YouTube.
Provides real-time technical support during meetings to address
audio-visual issues.

Asset Management:
Maintains accurate inventory of IT assets using ITSM tools.
Coordinates with partners to procure hardware and software.
Ensures compliance with software licensing agreements.
Documentation and Reporting:
Documents support activities, solutions, and best practices.
Contributes to the IT knowledge base for efficient issue resolution.
Generates reports on incident trends, system performance, asset
status and other requested data, and sends to senior management.
Continuous Improvement:
Stays updated on emerging technologies and ITIL best practices.
Proposes and implements improvements to IT processes and services.
Ensures all IT activities comply with city policies and industry standards.

Other Duties: The job description is not designed to cover or contain a
comprehensive listing of activities, duties or responsibilities that are
required of the employee for this job. Duties, responsibilities, and
activities may change at any time with or without notice.
Core Competencies:
Server and desktop virtualization technology (preferably VMware).
Server administration/Network protocols.
Firewalls and virtual private network (VPN) technology.
Voice over internet protocol (VoIP).
Keep apprised of emerging technology through training, education,
and industry publications.
Excellent technical and analytical ability to make decisions for
hardware and software.
Modern technology, systems, and software are designed to assist in
the computerized management of information.
Legal, ethical, and professional rules of conduct for government officers.
Principles and practices of public sector administrative management,
including personnel rules, cost accounting, budgeting, contract
management, and employee supervision.
Techniques and practices for efficient and cost-effective management of
resources.
Methods and techniques of research, statistical analysis, and report
presentation.
Ability to establish and maintain effective working relationships with
others including co-workers, vendors, and system consultants. Principles
and practices of conflict resolution.
Must complete City Americans with Disabilities Act training modules 1,
2, 3 and 4 within first (30) days of employment.

Education, Training & Certifications:
Necessary:
Five (5) years’ progressive experience in Information Technology
management.
Criminal Justice Information System (CJIS) certification is required
every 2 years.
Serve as Local Agency Security Officer (LASO) for CJIS
Valid driver’s license and satisfactory motor vehicle record.

Desired:
College degree in Information Technology or related field.
IT industry certifications – such as, CompTIA, Cisco,
Microsoft, Juniper, etc.
Experience working with UNIX and Windows in a network environment.

Necessary Physical Requirements:
Action Frequency
Lifting 15-25 pounds frequently; 50-60 pounds occasionally
Carry 15-25 pounds frequently; 50-60 pounds occasionally
Pushing/Pulling 15-25 pounds frequently; 50-60 pounds occasionally
Driving Frequently
Balance/Stoop/Bend Frequently
Twist/Squat/Crouch Frequently
Kneeling Frequently
Crawling Occasionally
Climbing Stairs Frequently