Technical Support Analyst I

POSITION SUMMARY: 

The Technical Support Analyst will handle all end-user computing hardware and software support. This position will interact with all Boulder Housing Partners business units and will be the primary face of the IT department. The Technical Support Analyst needs to be detail-oriented, have outstanding customer service skills, be organized, and have a positive and professional attitude with a huge smile.  

HIRING RANGE AND BENEFITS: 

Hiring Range: $60,000-$70,000 DOQ 

Applications will be accepted through March 14, 2025. 

We know our employees are our most important resource, in addition to rewarding and meaningful work we enjoy: 

• Medical, dental, vision health plans. 

• Retirement benefits that include PERA defined benefit plan plus 401k and 457 plans. 

• Paid life insurance. 

• Employee wellness program. 

• Long term disability 

• 13 paid holidays per year plus vacation and sick leave. 

• Paid Summer Fridays off (if applicable) 

• Excellent work-life programs, such as flexible schedules, training opportunities, and more. 

 ESSENTIAL JOB FUNCTIONS: 

• Provide excellent technical support for multiple products to internal employees. 

• Be an end-user advocate while maintaining quality customer service and effective communications with the end-user when analyzing, updating, and resolving tickets. 

• Proactively resolve problems by following department protocols and escalating issues to the appropriate individuals when necessary. 

• Respond to incoming end-user requests and issues via email, ticketing system, chat, and phone calls. 

• Troubleshooting and configuring Windows laptops, printers, network connections, smartphones, etc. 

• Work with other IT department members regarding computer troubleshooting and technical support. 

• Maintain user & email accounts in Microsoft Active Directory/Office 365 and support end-user moves, additions, changes, and departures. 

• Promote the use of technology as a means of efficiency while adhering to best practices and technology policy. 

• Able to travel to other offices for local hands-on support, maintenance, and scheduled site visits. 

• Regular, predictable attendance is an essential function of this position. 

• Maintains a high level of professionalism and integrity; listens to questions and concerns, evaluates issues and possible solutions, works collaboratively with the Boulder Housing Partners team to address systemic problems; inspires confidence and respect; uses feedback from others to grow and develop.  

• Takes proper safety precautions, anticipates unsafe circumstances, and acts accordingly to prevent accidents. Responsible for the safety of self, others, materials, and equipment. Uses all required safety equipment and follows all safety regulations, policies, and procedures. Reports all accidents and damage to BHP property. 

• Actively supports and upholds BHP’s stated mission and values. Optimizes the use of resources; responsible for knowing and complying with all BHP policies. Participates in professional training and development; and adheres to attendance and workplace attire policies.  

Boulder Housing Partners is committed to hiring employees who provide excellent customer service. Our employees communicate courteously and responsively with the public and co-workers, are sensitive to diversity issues provide effective and efficient service to the public and co-workers and act with a high level of integrity and take responsibility for their words and actions.  

REQUIRED QUALIFICATIONS: 

• Associate’s degree or technical diploma/degree or equivalent of 2+ years of relevant IT experience.  

• Knowledge of Microsoft products & technologies (Office applications, operations systems, Office 365, etc.) 

• Knowledge of computer hardware and networking technologies 

• Knowledge of Wi-Fi systems and configurations. 

• Knowledge of IP security camera systems.  

• Experience in a technical support or help desk role preferred 

• Ability to maintain confidentiality 

• Deadline-driven with excellent time management ability 

• Strong analytical and problem-solving skills 

 DESIRED QUALIFICATIONS:   

• Bi-lingual in English/Spanish is highly preferred. 

COMPETENCIES:   

Interpersonal Skills – Commits to finding ways to work with a wide array of people and finds ways to adjust to working in different situations and with people who have different styles.    

Peer Relationships – Can quickly find common ground and solve problems for the good of all, can solve problems with peers with a minimum of noise, is seen as a team player and is cooperative, easily gains trust and support of peers, encourages collaboration, can be candid with peers.  

Dealing with Ambiguity – Can effectively cope with change, can shift gears comfortably, can decide and act without having the total picture, isn’t upset when things are up in the air, doesn’t have to finish things before moving on, can comfortably handle risk and uncertainty.   

Self-Knowledge – Is personally committed to and actively works to continuously improve him/herself, understands that different situations and levels may call for different skills and approaches, works to deploy strengths, works on compensating for weakness and limits.  

 Drive for Results - Can be counted on to exceed goals successfully, is constantly and consistently one of the top performers, very bottom-line oriented, steadfastly pushes self and others for results.    

Organizing – Can marshal resources (people, funding, material, support) to get things done, can orchestrate multiple activities at once to accomplish a goal, uses resources efficiently and effectively, arranges information and files in a useful manner.   

Customer Service – Provides exemplary customer service to applicants, residents, community partners, and co-workers.   

Communication Skills - Able to convey verbally and in writing complex information in a professional, clear, and concise fashion using correct grammar and punctuation.  Able to navigate conflict and have difficult conversations with staff, peers, and residents.  Understands and practices the principles of active and effective listening.  Strives to constantly improve communication skills. High level of attention to detail and accuracy.  

Time Management - Strong organizational and prioritization skills. Practices regular, predictable attendance. High level of attention to detail and accuracy. Self-motivated, proactive, and resourceful. 

CHAIN OF SUPERVISION:  

1. TITLE OF IMMEDIATE SUPERVISOR: Lead Technical Support Analyst 

1. TITLE(S) OF POSITIONS OVER WHICH THIS POSITION HAS DIRECT SUPERVISION: None 

WORKING CONDITIONS: 

Physical Demands: This position works in an office setting.  Primarily sedentary work for 8+ hours per day. Physical work requiring the ability to lift a maximum of 50 pounds; occasional lifting, carrying, walking and standing; frequent hand/eye coordination to operate personal computer and office equipment; vision for reading, recording and interpreting information; speech communication and hearing to maintain communication with employees and citizens.  

Work Environment: Works at a desk, primarily in a clean, comfortable environment. Will need to travel to other properties as needed (within City limits of Boulder). 

BHP is an Equal Opportunity Employer. We prohibit 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), sex, sexual orientation, gender identity, gender expression, color, religion, creed, national origin, ancestry, disability, military status, genetic information, marital status, or any other status protected by applicable state or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.