Colorado Nonprofit Association

Service Desk Support Analyst

Position Summary    

The Service Desk Support Analyst provides first level technical support to all clinical, research, administrative, and external portal end-users for National Jewish Health. The Service Desk Analyst partners and builds relationships with other Information Systems and Technology (IST) teams in achieving exceptional and high quality service delivery.

Essential Duties

1. Identifies, troubleshoots, and resolves problems related to hardware, software, network and system/applications utilizing technical skills, historical database records and knowledgebase documentation.
2. Processes all incoming incident and service requests for Information Services and refers more complex issues that cannot be resolved at the Service Desk level to other IST support groups via Enterprise Service Management system.
3. Creates, maintains, and distributes technical support documentation on the team and IST SharePoint sites.
4. Enters all requests and thoroughly documents all information related to the request in the Enterprise Management System. This includes the information mentioned above, any and all error messages received by the end-user, all troubleshooting that has been performed, and any other information that would be deemed pertinent to the reported issue.
5. Uses available tools, technical skills and abilities to resolve as many cases as possible from the Service Desk perspective, increasing first touch resolution. Leverages remote control software to trouble-shoot and train end-users.
6. Responsible for keeping the Service Desk supervisor informed regarding current IST outages, events, and escalations.

Other Duties    

1. Performs as back-up to staff absences and vacancies, as necessary.

Competencies

1. Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
2. Attention to Detail: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time. Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
3. Build Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.
4. Collaboration/Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contribution of others.
5. Build Strategic Relationships: Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units or organizations to help achieve business goals.
6. Initiative: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
7. Managing Conflict: Dealing with others in an antagonistic situation; using appropriate interpersonal skills and methods to reduce tension or conflict between two or more people.  Addresses conflicts by focusing on the issues at hand and develop effective solutions when disputes or disagreements occur; helps others resolve conflicts by providing impartial mediation when required.

Supervisory or Managerial Responsibility

None

Travel

None

Core Values    

1. Be available to work as scheduled and report to work on time.
2. Be willing to accept supervision and work well with others.
3. Be well groomed, appropriately for your role and wear ID Badge visibly.
4. Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
5. Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the institution.
6. Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures. 
7. Wears appropriate PPE as outlined by the infection control policies and procedures.
8. Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications

1. Education: High School diploma or equivalent required. Computer-related coursework or training preferred.     
2. Work Experience: A minimum of two (2) years of recent and related experience required. Previous Desktop Support experience is preferred with emphasis on Windows 10 OS and MS Office 2016.
3. Special Training, Certification or Licensure: Strong knowledge of Microsoft based operating systems and MS Office Suite preferred. A+, Network +, Microsoft Certifications, and ITIL V3 Foundations Certification strongly preferred.

Application Deadline: This position will be open for a minimum of three days and until a top applicant is identified. 

Software Asset Analyst

Position Summary

IT Asset Analyst, under the direction of the IT Asset Manager, is responsible for orchestrating software management across the organization. Blending business objectives and strategic initiatives with IT Asset Management best practices, the IT Asset Analyst maximizes the organization’s investment in software, and reduces the organization’s legal, regulatory, and compliance risks at all phases of the software asset lifecycle. They assist internal business customers with procurement workflows and other requests, providing analysis and data to help them make informed and intelligent decisions to control software licensing costs and risks. They help educate internal customers on company policies and procedures related to software and other IT assets, ensuring an audit trail of compliance, due diligence, and governance.

Supervisory Responsibilities

This position does not have formal supervisory responsibilities over other employees.

Essential Duties and Responsibilities:

• Assist internal business customers with software acquisition/renewal requests by ensuring complete and accurate information and facilitating the required reviews and approval tasks.
• Act as IT liaison to ensure compliance with all IT policies and procedures regarding the appropriate use of hardware and software. Ensure that all parties understand and adhere to legal requirements for using software.
• Ensure software and hardware purchases are compliant with current IT standards and Enterprise Policy. Review business requirements against software/hardware capabilities and available licensing metrics to assure that efficient and optimal solutions are implemented.
• Provide risk analyses on license agreements, maintenance and support contracts, privacy policies, and other software and hardware related documents. Be able to communicate the findings effectively
• Monitor and manage IT assets for costs, usage, license compliance, inventory, maintenance requirements, contract renewals, and dispositioning. Provide reporting and dashboarding as required by management, stakeholders, and executives.
• Implement and build controls for a software inventory, linking purchase records, licensing, usage, locations, and documentation for all software products.
• Research and educate on current IT Asset Management concepts, key process areas, and best practices. Collaborate with management, procurement, information security, information governance, and legal to establish, maintain, and improve policies, procedures, standard work, compliance, governance, and controls related to IT asset management and the IT Asset Management program.
• Research and educate on current licensing metrics and concepts, specifically with key top-tier vendors like Microsoft and Oracle. Be able to communicate and provide guidance for key business decisions.
• Build and nurture productive relationships with all other business units, both those that interact with IT business functions and those that are customers.
• Assist with or lead the handling of internal and external audits/license compliance verifications.
• Manage IT Asset contracts and vendor relationships and ensure that IT assets are tracked and accounted for within the organization. Ensure the accuracy of information from all sources and implement the utmost of care to avoid errors.
• Perform related work as required. 

Location of Position

Denver, CO

Onsite or Hybrid

Hybrid-This position offers a hybrid schedule working a minimum of two days in the office in the Denver Metro Area

Pay Range

Hiring Range: $94,668.30 – $107,290.74 annually

Salary/Hourly

Salaried

Position Requirements

Minimum Requirements 

Education and Experience:

• Bachelor’s Degree from an accredited college or university in Computer Science or a related field preferred.
• Minimum 6 years of related work experience.
• Any equivalent combination of certifications, education, or experience that provides the required skills, knowledge and abilities for the position.

Licenses, Registration, and Certifications:

• ITAM Certifications preferred.

About Denver Water

Denver Water is committed to creating a diverse work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

Applications will be accepted until a sufficient number is received. Denver Water reserves the right to either close or extend a posting.

Denver Water proudly serves high-quality water and promotes its efficient use to 1.5 million people in the city of Denver and many surrounding suburbs. Denver Water aspires to be the best water utility in the nation. The organization is a responsible steward of the resources, assets, and natural environment entrusted to us to provide a high-quality water supply, a resilient and reliable system, and excellent customer service.

Denver Water offers excellent benefits that include a pension plan, 401K Plan with a 3% match, 457 Deferred Compensation Plan, Health and Dental coverage, Life Insurance, and Paid Time Off. A background check will be conducted to verify the information submitted on the application. Please be sure that all information on the application is correct and complete, do not say “”see resume””. If the application is not fully completed, we (Denver Water), will not accept your application.

We are committed to the health and well-being of our employees. Smoking, including e-cigarettes, is prohibited on all Denver Water property.

An offer of employment may be contingent upon satisfactory results of a post-offer drug test and alcohol. Denver Water tests for the following: amphetamines, cocaine, marijuana (THC), opiates, and phencyclidine (PCP). A strength test may also be conducted due to the physical requirements of the position. If the position is deemed safety-sensitive or requires a CDL you will be placed on the random drug and alcohol testing list which means you may be tested if your name is selected while employed at Denver Water.

Denver Water is an Equal Opportunity Employer. We are dedicated to building a culturally diverse workforce. We encourage applications from women, People of Color, veterans, and people with disabilities.

Anthony Harper

1600 W. 12th Ave.

Denver, CO. 80204-3412

Anthony.Harper@denverwater.org

EOE/MF