Position Type:
Classified Job Postings/Systems Analyst
Date Posted:
12/20/2023
Location:
ADMINISTRATION BUILDING
Closing Date:
Until filled
TSS
260 Day contract/12 month
8 HOURS/DAY
Monday-Friday
Classified Salary Column W: $25.79/hourly Benefits
Benefits: Health Insurance employee contribution toward premium for Family $199.52 or Single $60.32 per month
Laramie County School District 1
Job Description
Job Title: Systems Analyst - Service Desk
Revised Date: December 2023
Department: Technology
FLSA Status: Non-exempt Grade W
Work Year: 12 Months
Salary Schedule: TSS- 260 days
SUMMARY: The Service Desk Systems Analyst is responsible for leading and directing our Service Desk Technicians. This role is key in overseeing and managing our help desk platform, Jira Service Management, ensuring its optimal functionality through technical expertise in ITSM software platform administration, API development, and automations. The position involves providing advanced user support, adeptly resolving complex software and hardware issues encountered by district employees, and efficiently escalating unresolved problems. Acting as the primary technical point of contact (PTOC) for the Department of Technology (DOT) and Facilities, the Systems Analyst plays a critical role in offering exceptional customer service and technical support. They are responsible for maintaining and enhancing their technical knowledge and skills, ensuring the delivery of efficient and comprehensive solutions to customer concerns, and evaluating the performance and development of Service Desk Technicians. This role demands a proactive approach to technology management, a commitment to continuous learning, and a keen ability to lead and mentor within a dynamic technical environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty/functions satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Job Tasks Descriptions
Frequency
% of Time
- Jira Service Management (JSM) Administration and Development; Serves as the lead administrator for the Jira Service Management platform. Develops integrations, automates workflows, and customizes the platform to improve operational efficiency. Manages the improvements and enhancements for various District departments who utilize this platform for the purpose of ensuring that the Jira Service Management platform functions optimally, facilitating effective and efficient issue resolution and process automation.
D
30%
- Device and Third-Party Integration Support; Manages secure connectivity for third-party devices and platforms, including personal devices. Involved in the procurement and management of technology assets and how they will be integrated into JSM, ensuring a seamless and secure user experience for the purpose of maintaining the integrity and reliability of the District's technological ecosystem.
D
15%
- Cross-Departmental End User Support Collaboration; Works with various departments to integrate JSM into their specific business workflows. Develops documentation and provides end-user assistance through the Jira portal, facilitating a cohesive use of the platform across the organization, for the purpose of enhancing cross-functional communication and streamlining departmental processes.
D
15%
- Service Desk Support, Coordination, and Leadership; Manages and assists Service Desk Technicians in handling contact and request workflows, while also evaluating their performance to ensure the delivery of high-quality support services. This role involves providing exemplary customer service, training technicians in best practices, and overseeing the quality control of service interactions. By effectively delegating tasks and developing team capabilities, this task aims to uphold a high standard of customer support and foster a skilled and efficient Service Desk team, ensuring top-tier technical support and satisfaction within the District.
D
10%
- Leading ITIL Framework Management; Leads the Department of Technology (DOT) in managing its ITIL framework. Develops best practices for delivering quality IT services to customers and ensures compliance in maintaining these services. This responsibility is crucial for the purpose of establishing a consistent, high-quality IT service management approach, enhancing the overall effectiveness and efficiency of technology services provided within the District.
D
10%
- Cell Phone Management: Oversees cell phone orders and lines of service for district employees. Serves as the point of contact for cell phone contract(s), managing the cell phone contract to ensure efficient use of resources in plan utilization and device procurement, for the purpose of optimizing communication capabilities and resource allocation within the District.
D
5%
- Assisting in Customer Support; Aids Service Desk technicians in providing customer support, encompassing tasks like answering calls, responding to emails, addressing tickets, and attending to walk-in customers. Involves analyzing the issue or request, deciding whether to address it directly, escalate, or redirect it for the most effective customer resolution. This task is integral for ensuring prompt and accurate responses to customer inquiries, for the purpose of maintaining high standards of customer service and operational efficiency within the District.
D
5%
- Technology Maintenance Contacts (TMC) Engagement; Acts as the primary liaison for Technology Maintenance Contacts (TMCs), organizing regular meetings and training sessions to elevate their technological support abilities. Prepares and circulates targeted communications to TMCs, ensuring they possess the necessary skills and knowledge to offer first-level support in their respective buildings. This role focuses on empowering TMCs to independently resolve basic and common technical issues, thereby reducing the need for follow-up contacts and promoting a culture of self-reliance and efficiency, for the purpose of decentralizing tech support and enhancing the overall responsiveness and effectiveness of technology services within the District.
D
5%
- Performs other duties as assigned
Ongoing
5%
EDUCATION AND RELATED WORK EXPERIENCE:
Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
High school diploma, or equivalent, is required.
An equivalent combination of education and experience will also be considered.
Work Experience: Minimum of 3-5 years of experience in a technology-focused role, demonstrating proficiency in IT service management, customer service, and team leadership.
Experience with ITSM platforms, training and supervising technical support staff, managing technology assets, and collaborating across various departments is desirable.
LICENSES, REGISTRATIONS or CERTIFICATIONS:
Criminal background check required for hire
ITIL Foundation required within 6 months of hire
TECHNICAL SKILLS, KNOWLEDGE, & ABILITIES:
Ability to upgrade skills periodically, or as needed
Ability to lead a team and deliver relevant feedback and recognition
Ability to travel between work sites, as needed
Oral and written communication skills
Demonstrates basic and advanced math skills
Ability to review and interpret technical information, write technical materials
Adapts easily to changing work standards
Critical thinking and problem-solving skills
Ability to analyze situations to define issues and draw conclusions
Attention to detail
Ability to work as a part of a team
Ability to schedule meetings, activities, or trainings as they relate to the job
Ability to use pertinent software applications, manage and maintain accurate records
Ability to maintain confidentiality in all aspects of the job
Ability to work with different forms of technology websites, software, etc.
Ability and willingness to adhere to attendance expectations and to follow district procedures for absence reporting
Ability to promote and follow Board of Trustees policies, District policies, and building and department procedures
Ability to communicate, interact, and work effectively and cooperatively with all people including those from diverse ethnic and educational backgrounds
Ability to recognize the importance of safety in the workplace, follow safety rules, practice safe work habits, utilize appropriate/required safety equipment, and report unsafe conditions to the appropriate administrator
MATERIALS AND EQUIPMENT OPERATING KNOWLEDGE:
Operating knowledge of and experience with personal computers and peripherals
Operating knowledge of and experience with typical office equipment, such as telephones, copier, fax machine, etc.
Operating knowledge of and experience with office productivity programs, such as Microsoft Office Suite, E-mail, etc.
Operating knowledge of district information technology systems and department-specific software and equipment required within 1 month after entering position
Reports to:
Executive Director of Technology or designee
POSITION TITLE
# of EMPLOYEES
Direct reports:
Service Desk Technicians (DOT Help Desk)
1-3
BUDGET AND/OR RESOURCE RESPONSIBILITY:
This position has no budget responsibility
No special vision requirements.
Close vision (clear vision at 20 inches or less)
Distance vision (clear vision at 20 feet or more)
Color vision (ability to identify and distinguish colors)
HIRING MANAGER: Kyle McKinney
Title: Executire Director Technology
PHONE: 307-771-222