GRAND JUNCTION CO 81501
About the Colorado State Public Defender
Colorado’s Office of the State Public Defender (OSPD) maintains a reputation as one of the top organizations in the nation specializing in the delivery of indigent criminal defense. We operate as an independent agency within the Judicial Branch of Colorado State Government with nearly 1,000 dedicated employees assigned to twenty-one Regional Trial Offices, a centralized Appellate Division, and a centralized Administrative Office. The mission of OSPD is to defend and protect the rights, liberties and dignity of those accused of crimes who cannot afford to retain counsel. We do so by providing constitutionally and statutorily mandated representation that is effective, zealous, inspired and compassionate. We seek to hire professionals who are dedicated to furthering our mission and demonstrate compassion in their service to our clients. We are a fast paced, team-oriented environment, where self-motivation and a personal commitment to high performance are important attributes for success.
Job Description
Position Purpose and Objectives/Definition of Work:
We are recruiting to fill a new Technical Support Analyst position assigned to support end-users with IT services in both onsite and remote helpdesk environments. This positions covers Grand Junction, Glenwood, Montrose. The IT Division is centralized in our administrative services office located in downtown Denver, and supports the IT infrastructure for all 23 OSPD offices statewide including, operating systems, telecommunications, networks, information security, database administration, programming and web development, and helpdesk and end-user support.
This position is responsible for providing a full range of technical assistance and end-user support daily, in both onsite and remote helpdesk environments; and, participating in overall support, maintenance and monitoring of servers, storage, applications, equipment, and related systems and infrastructure. The individual assigned to this position reports directly to the End-User Support Manager in our centralized IT division in Denver, but must be able to perform routine assignments and day-to-day activities within the assigned locations independently. Responsibilities also include performing project-based technical support under the guidance of more senior IT professionals. Technical Support Analysts must be able to apply training and experience in the application of standards, procedures and methods to accomplish assigned tasks. Work requires the ability to assess and research solutions to a range of routine and semi-routine technical matters as well as, the occasional, moderately complex issues in the implementation and maintenance of computer operating systems, software, hardware, communications, and related equipment and devices in support of user and enterprise systems and infrastructure.
Typical duties and responsibilities include, but are not limited to:
- As a member of the IT Helpdesk team, provides first and second-level technical assistance and end-user support in response to helpdesk requests, either in a remote helpdesk environment or onsite, as needed. Answers questions and gathers information from users to diagnose and prioritize problems; and, prioritizes issue resolution based on available resources and the nature of the problem reported.
- Provides ongoing technical assistance and end-user support through regularly scheduled coverage onsite at assigned regional offices. Performs research, analysis, troubleshooting and resolution of a variety of routine and semi-routine to moderately complex issues related to software applications, Active Directory, hardware, networks, operating systems, servers, desktops, mobile devices, and peripheral equipment.
- Documents issues in the helpdesk tracking system, including a description of the problem, status and resolution. Closes tickets as problems are resolved.
- Assists and provides back-up coverage for the Helpdesk Technicians in answering and responding to helpdesk phone and email requests, as needed.
- Provides onsite assistance to support the senior administrators and specialists in maintaining and rolling-out updates and installs on servers, systems, applications and equipment in the regional offices, as required.
- Installation, maintenance, upgrades and troubleshooting of systems hardware and software in accordance with standards and project/operational requirements.
- Provision, installation and configuration of new servers and rebuilding of existing servers.
- Management of applications on support servers that provide access control, system updates, anti-virus, software installation, asset management, and system monitoring.
- Ongoing performance tuning, hardware upgrades and resource optimization as required on agency wide systems.
- Provisions, installs and configures end user equipment including desktops, laptops, mobile devices, phones, and printers.
- Conducts routine monitoring and testing of backups of system servers and monitoring of server hardware status, event logs, and performance within defined procedures and under the guidance of a senior IT professional.
- Frequently travels to assigned regional offices within the State of Colorado, which may include occasional overnight stays.
- Works with vendors for services and repairs in accordance with service agreements and IT policy and procedures. Keeps manager informed of potential costs and timelines for services.
- Participates in the IT department’s planning and implementation of projects for the agency.
- Performs other related duties, as needed.
Requirements
QUALIFICATIONS: (Employees must be able to perform the essential functions of the job, with or without reasonable accommodation.)
Required Education and Experience:
- Associate’s degree in computer science or a related field; and,
- Three years’ experience working in a helpdesk, technical support environment, with a variety of operating systems, servers, application software, hardware, peripheral equipment, and mobile devices.
- Experience which provided the same kind, amount, and level of knowledge acquired in the required education may be substituted on a year-for-year basis for the required degree.
Preferred Qualifications:
- Experience working in an environment serving indigent populations.
Requirements
Employees must be able to perform the essential functions of the job (outlined below), with or without reasonable accommodation. Unless otherwise stated, all job duties are considered essential functions
Knowledge (position requirements at entry):
- Knowledge of English language, grammar, and punctuation
- Basic understanding of legal terminology
- Knowledge of Westlaw and other legal and court resources
- General understanding of court and legal processes
Skills (position requirements at entry):
- Strong client service focus
- High degree of professionalism, discretion and confidentiality
- Strong attention to detail
- Research skills
- Strong organizational and time management skills
- Ability to learn and apply relevant criminal procedures, rules and laws
- Ability to complete tasks and assignments with frequent interruptions
- Strong interpersonal skills
- Ability to establish positive and respectful working relationships with clients, client families and persons of diverse backgrounds
- Ability to develop and maintain collaborative relationships with members of the Public Defense system, court personnel, witnesses, and representatives of collateral agencies
- Strong communication skills, both written and verbal
- Proficiency in standard software applications such as, Microsoft Office (Word, Excel, Power-Point), internet browsers, and e-mail
- Ability to learn and utilize Adobe Acrobat and audio/visual software and equipment
- Demonstrates a commitment to diversity, equity, and inclusion
- Ability to process and organize large amounts of information
Physical Requirements
Employees must be able to meet the physical demands of the job, with or without reasonable accommodation.
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Involves sitting most of the time, but may involve walking or standing for brief periods of time. Requires talking, hearing, seeing, and using electronic devices such as computers.
- Occasionally required to stoop and kneel;
- Ability to sit for extended periods of time;
- Talking and hearing;
- Reaching with hands and arms, using hands and fingers.
Position Pages
Learn more about this role beyond the specific opening, including typical responsibilities, training, and how the position supports our clients and offices across Colorado.
How to Apply
Interested candidates must apply through the Colorado State Public Defender’s online application system.
You will be taken to our official application system (UKG Ready) to submit your application. Applicants may be prompted to create an account.
Cover letter is required. Please upload your cover letter and resume as one combined document. Failure to do so may result in immediate disqualification or the rejection of the application.
Apply for the Technical Support Analyst Position (opens in a new tab)
Benefits of Working for the OSPD
- Medical Insurance
- Basic Vision Insurance – included with medical plans
- Dental Insurance
- State Paid Life Insurance
- State Paid Short-Term Disability
- FSA – Healthcare and Dependent Care
- HSA Plan with Employer Contribution
- Generous Paid Time Off & Sick Leave
- Flexible Schedules
- 11 paid holidays
- Access to Mental Health and Well-Being Resources
- Colorado PERA
- 401(k) and 457 Supplemental Retirement Plans
For more information on benefits please visit https://dhr.colorado.gov/state-employees/state-of-colorado-employee-benefits. For additional information on PERA visit www.copera.org.
Summary
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
JOB APPLICATION FAIRNESS ACT
Resumes must include dates of employment but, you may redact or remove any information that will identify your age, date of birth or dates of attendance at or graduation from an educational institution.
STATEMENT OF DIVERSITY, EQUITY, INCLUSION & BELONGING:
OSPD is committed to maintaining a workplace where everyone feels respected, accepted, and valued. With this in mind, we strive to create an inclusive workplace that embraces different cultures, backgrounds, and perspectives. We will continuously review our company policies and hiring practices to foster a fair and equitable work culture.
NON-DISCRIMINATION
The Office of the Colorado State Public Defender provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, gender, age, sexual orientation, gender identity, religion, disability, marital status, or other protected status, in accordance with applicable federal, state and local laws.
Consistent with this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including the application and selection process.
If you have a disability and require reasonable accommodation, please contact us at ADARequest@coloradodefenders.us.