Description

Hiring Range: $25.04 - $27.23 hourly
Work Schedule: Generally Monday-Friday; and, after-hours meetings, problem resolution & on-call as necessary
NATURE OF WORK
As a member of the town’s Information Technology (IT) Division, Individuals in this position will provide exceptional, service-focused, and reliable customer service and communication in handling service requests, incidents, changes, and releases. Individuals work under the general supervision of the IT Business Operations Supervisor and in collaboration with the IT Division Team Members.
The IT Analyst performs the following functions:

• Detailed analysis, diagnosis, and resolution of end-user problems, recommends and implements corrective solutions, and performs necessary repairs
• Install, configure, test, maintain, and monitor hardware and software
• Plan, test, deploy, maintain, and improve various hardware devices, operating systems, software applications, peripherals, and/or communication devices
• Manage ticketing, knowledge base, assets, and configuration items
• Manage priorities, deadlines, and deliverables of assigned IT projects and changes; communicate project and change status, progress, and issues to IT Business Operations Supervisor, IT Team, and other stakeholders
• Participate in on-call rotation and respond to after-hours system issues
• Provide input for technology evaluations, budget preparations
• Assist with vendor relationship management, contract negotiation, and RFP preparation and analysis
• Build cyber security awareness and knowledge for self, team, and end users
• Contribute to disaster recovery and business continuity planning process
• Maintain updated skill sets, in line with industry best practices
• Assist in addressing key organizational business/technical issues with IT solutions
• Analyzes system enhancements/change requests to determine impacts on other technical resources

Essential Job Functions

ESSENTIAL JOB FUNCTIONS
The Individual in the IT Analyst role is assigned specific assignments, job duties, scope, authority, responsibility, roles, and requirements as determined by the town, department, division, and pursuant to laws, regulations, and practices. Individuals in this position must be able to successfully perform, be responsible for, and/or assist in the fulfillment of many job functions and duties, with or without reasonable accommodation.
The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all-inclusive:
Service

• Supports a service culture of two-way dialogue and ensures all internal clients, as well as division employees, receive timely and relevant information.
• Prioritizes and coordinates work within the division and with other departments and staff to ensure timely completion of work efforts and projects.
• Evaluates and responds to requests for service and assistance from users and customers regarding computer and telecommunications systems. Provides realistic and feasible technical solutions for the town’s information technology needs. Identifies, evaluates, and coordinates computer and telecommunications hardware and software purchases.
• Trains town employees in the use of computers and software applications. Responsible for providing input to the town’s and department's budget for computer training.
• Delivers high-quality customer service for new and existing programs and procedures.

• Provides input to the long-term IT strategic plan and the multi-year operational plan to achieve secure integrated town business.
• Provides leadership, guidance, and support to all departments/divisions regarding technology performance management.
• Analyzes the effectiveness and efficiency of existing systems. Provides strategic analysis for improving or further leveraging these systems.
• Plans and coordinates own activities to accomplish the work goals and objectives established for the department.
• Analyzes organizational and departmental business requirements and translates requirements into technical process and system solutions. Works cooperatively with IT staff and town staff in the performance of assigned duties to maximize the efficiency and quality of work.
• Helps develop systems, programs, and other initiatives with consultants, vendors, or staff as needed. Ensures contracts with other governmental agencies and outside vendors are current, valid, and appropriate.
• Negotiates and recommends purchases from vendors. Coordinates testing and evaluation of computer hardware, software, and telecommunications equipment before implementation and use. Installs equipment and software releases and updates according to appropriate maintenance schedules. Determines the necessary preventive and corrective maintenance for this equipment. Participates in high-level process design walk-throughs and develops test cases.
• Provides input to the IT Business Operations Supervisor and IT Manager regarding the alignment of technology with town initiatives, policies, and strategy. Provides analysis for proposals, reports, and presentations.
• Manages projects requiring business analysis and training for technology applications, programs, or systems created internally or provided by third-party vendors.
• Prepares purchase requests for computer hardware, software, and telecommunications equipment. Coordinates with IT Business Operations Supervisor and IT Manager for budget approval.
• Works across town departments and proactively engages with diverse constituencies to formulate creative solutions. Values diversity and inclusion and reflects this in individual and IT team service efforts.

• Commits to personal professional development and supports team on professional growth opportunities.
• Plans and manages own activities in coordination with other members of the division.
• Works on individual, team, and organizational performance management and constructive conflict resolution. Provides feedback and updates to the IT Business Operations Supervisor on individual performance and improvements. Identifies training opportunities to maximize performance. Provides accurate feedback about the work produced.
• Ensures compliance with applicable safety best practices and standards, department regulations, and professional and organizational best practices.

• Provides input for a comprehensive data management program, including documentation, systems analysis, computer operations, and technical support.
• Supports utilization of multiple technology systems (e.g., utility billing, customer information system, automated phone system, electronic billing, identity verification, web portal).
• Resolves systems issues and malfunctions. Documents and reports unresolved system malfunctions to the IT Business Operations Supervisor. Negotiates vendor contracts.
• Assists users in solving computer-related problems with hardware, software, or data. Suggests alternative methods of operations, when appropriate and applicable.
• Provides input for statistical data for review by the IT Business Operations Supervisor.

• Provides analysis of network, system, and software security. Participates in discussions regarding enhancing security. Research improvements and implementations of security. Provides security-related recommendations to the IT Business Operations Supervisor.
• Participates in and provides input for IT emergency, disaster recovery, and other plans and procedures.
• Provides input for operating policies and procedures of the department and lead change when needed.

• Depending on organizational need, additional duties may include the following:
• The IT Analyst position participates in the Shared Fleet Vehicle Program, which requires an annual motor vehicle record check.
• Performs research as directed, such as discovering new technology or tools, market research, etc.
• Performs related duties as established by law/ordinance or reasonably directed by the town.
• May be involved in special projects that are directly or indirectly related to essential job functions.
• Continues educational and certification requirements in order to remain abreast of current methods and procedures.
• Assists other departments/divisions as necessary.
• May participate in town employee committees, projects, or assignments as required.
• Other duties, projects, initiatives, and activities assigned by the IT Business Operations Supervisor, IT Manager, Town Manager, and Department Heads.

Education, Knowledge, Skills, Abilities

EDUCATION, EXPERIENCE AND FORMAL TRAINING

• A strong desire to work in the IT field.
• Required to work independently and with a team.
• Must be working toward a Bachelor’s degree in Computer Science, Information Systems, or a related field from an accredited college.
• Must understand Microsoft Windows operating systems and/or network environments.
• Equivalent combination of training and experience that provides evidence that the applicant possesses the required knowledge, skills, and abilities to perform the essential functions of the job.

• Must have a current Colorado Driver’s License or the ability to obtain one upon hire, that meets the Town of Windsor’s standards
• Network, Computer, and/or Software related certifications, or the ability to obtain them preferred.

• Knowledge of the theory, principles, and practices of technology management and ofthe current trends in Information Technology and their application to public sector service delivery.
• Experience & knowledge in the following areas: network equipment and network terminology; desktop/server environment; server virtualization/cloud application; IT methodology and best practices.
• Knowledge of hardware and software systems used by the town (or hardware/systems similar to those used by the town).Knowledge of the principles, practices, and techniques of hardware configuration, network operating systems, email systems, LAN/WAN systems, and relational database structures; basic understanding of various programming languages used with current computer technology.
• Understanding of software development principles and practices and ability to apply these in project analysis and management.
• Knowledge of project management methods and techniques.
• Knowledge of federal, state, and local statutes, ordinances, and resolutions that regulate information technology.
• Knowledge of the general principles and practices of public administration including budgeting, purchasing and financial transactions, employee expectations, and communication protocols.
• Strong analytical and problem-solving skills; strong conflict resolution skills.
• Ability to effectively present and offer innovative ideas, new methods, trends, and solutions to the advancement of the organization.
• Ability to communicate effectively and update town departments/divisions on current and upcoming projects, as appropriate.
• Ability to develop and manage the service relationship with customers and users in all departments as well as with outside agencies and vendors.
• Ability to manage multiple assignments within established deadlines.

• Extensive knowledge of, and experience with, Microsoft Office, and other computer software programs and applications.
• Ability to communicate technical ideas to technical and non-technical audiences at multiple levels of the organization orally and in writing.
• Ability to anticipate and be aware of the town’s IT needs, and effectively communicate with IT team members. Ability to set work priorities.
• Ability to prepare and maintain effective working relationships with other employees, vendors, contractors, and the general public.
• Ability to use independent judgment and discretion in determining & implementing procedures for areas of responsibility.
• Ability to effectively, efficiently, and courteously communicate verbally and in writing, essential in providing instructions and inspecting the work of others, memos, and correspondences.

• Equipment: Position requires ability to properly operate or use the following equipment:computer and associated software, cell phones, scanner, printer and other office equipment and technology hardware. Position may require driving of a Town-owned or personal vehicle.

Additional Information

WORKING ENVIRONMENT & PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The physical activities of this position include, but are not limited to, the following: climbing, balancing, kneeling, stooping, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, sitting, grasping, feeling, talking, hearing, and repetitive motions.
The physical requirements of this position are considered Light Work, exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.
The employee is subject to inside environmental conditions (protection from weather, but not necessarily temperature changes.) but may be occasionally be exposed to outside conditions in the course of regular activities.T
he employee is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.
The employee is required to function in narrow aisles or passageways.
This position is not considered safety sensitive because the individual does not operate a commercial motor vehicle, as a regular function of his/her daily job duties.
Note: This position description is not intended to be an exclusive list of all of the requirements, duties, tasks, roles or responsibilities associated with the position. Nothing in this position description restricts the Town’s ability to assign, reassign or eliminate duties and responsibilities of this job at any time.
The Town of Windsor will make all reasonable accommodations to ensure that people with disabilities have an equal opportunity in employment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The town is dedicated to the principles of equal employment opportunity. The town prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), gender (regardless of gender identity or gender expression), sexual orientation, color, religion, national origin, creed, disability, military status, genetic information, pregnancy, or any other status protected by applicable state or federal law.

The town is dedicated to the principles of equal employment opportunity. The town prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), gender (regardless of gender identity or gender expression), sexual orientation, color, religion, national origin, creed, disability, military status, genetic information, pregnancy, or any other status protected by applicable state or federal law. This prohibition includes unlawful harassment based on any of these protected classes. Unlawful harassment includes verbal or physical conduct that has the purpose or effect of substantially interfering with an individual’s work performance or creating an intimidating, hostile, or offensive work environment. This policy applies to all employees, including managers, supervisors, co-workers, and non-employees such as customers, clients, vendors, consultants, etc.

The town will make reasonable accommodation(s) for qualified individuals with known disabilities unless doing so would result in an undue hardship for the town or cause a direct threat to health or safety. The town will make reasonable accommodation(s) for employees whose work requirements interfere with a religious belief, unless doing so poses undue hardship on the town. Employees and/or applicants needing such accommodation are instructed to contact the Human Resources Department.