Information Technology Specialist - BizOps

JOB
STATE OF COLORADO RESIDENCY REQUIRED NOTE: This announcement may be used to fill multiple openings. Colorado Governor Jared Polis is committed to building a Colorado For All, a place where everyone has an opportunity to succeed and live the Colorado way of life. Governor Polis is focused on lowering health care costs for hardworking Coloradans, transitioning the state to renewable energy sources, ensuring every Colorado child gets a quality education, and building an economy that works for everyone. The Governor's staff includes offices for budgeting, communications and outreach, legal counsel, legislative liaison, operations, policy and research, and scheduling.Committed to Diversity - We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of diverse backgrounds and abilities. If you’re looking for a place where you can be your authentic self at work and celebrate the uniqueness of those around you, then we want to talk to you! State of Colorado employees were asked to reflect on their experience with equity, diversity, and inclusion. Click here to learn more about their experiences Colorado For All - Colorado Employees Reflect on Equity, Diversity, & InclusionWe offer a generous benefits package including: • 11 paid holidays per year plus vacation and sick leave • Medical, dental, and vision plans • State paid life insurance policy • Choice of 2 retirement plans (defined benefit or defined contribution) • Optional 401(k) and 457 plans • State paid short-term disability coverage • Additional optional life and disability plans • Credit Union membership • Training and professional developmentTo learn more about State of Colorado benefits visit: https://www.colorado.gov/dhr/benefits.Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, go to https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service.This position will have the opportunity for a hybrid schedule (combination of in-office and remote workplace). **Please note - equipment provisioning and certain onboarding tasks will take place in person, in our Denver office, on the first day of employment.** The Colorado Department of Early Childhood (CDEC) ensures the delivery of a comprehensive, community-informed, data-driven, high-quality, and equitable early childhood system that supports the care, education and well-being of all Colorado's young children, their families and early childhood professionals in all settings. CDEC provides access to collaborative, coordinated, quality early childhood programs and support to children, families, and early care professionals in an effort to best prepare Coloradans for future success. CDEC works with many partners, including parents, schools, child care providers, Early Childhood Councils, counties, Community Centered Boards, early intervention service providers, family resources centers, county human services, county public health, businesses, community organizations, and other stakeholders to provide high-quality early childhood and family support programs.Business Operations, Innovation, Technology, & Security (BITS) has 4 crucial teams responsible for the entire agency technology portfolio. The 4 teams manage CDEC's information technology, infrastructure, operations, projects, & enterprise applications. BITS coordinates daily with all of CDEC, the Governor's Office of Information Technology (OIT), and technology service providers in support of the CDEC Mission. Our vision is to be the most tech-forward, user-centric agency in the State of Colorado by identifying, implementing, and managing solutions that are sustainable, interoperable, & secure.The Business Operations (BizOps) team is focused on providing the technology resources, processes, and systems necessary for CDEC to function effectively. This is primarily achieved through the procurement, provisioning, and management of all technology infrastructure [software & hardware] across the CDEC portfolio for our customers.

EXAMPLE OF DUTIES
Class Code & Class Description: T1I3XX IT Support Specialist IIIThis role serves as the front line for the Business Operations team. This role’s primary function is to identify, deliver, manage, and maintain uninterrupted digital and physical technology solutions across the agency. This is accomplished through end-user technology support to agency staff in-person, over the phone, and/or remotely/virtually. Technology support applies to all agency technology assets - including hardware and software. In addition to technology support, this role is directly responsible for the management of all agency hardware assets. This is accomplished through the security, tracking, and management of these assets from the CDEC main office. This role will utilize enterprise-level databases & processes such as Information Technology Asset Management (ITAM), Technology Lifecycle Management (TLM), Business Application Management (BAM), and/or Enterprise Resource Planning (ERP).What you’ll be doing: Provide direct end-user support to full resolution through troubleshooting of enterprise and agency-specific software as well as hardware on all agency assets, including laptops, tablets, docks, ports, monitors, charges, smartphones, servers, and/or network equipment.Provide customer service via written communication (emails & chat), virtual communication (video), and voice communication (in-person & phone) when needed to support end users.Responsible for ticket creation, management, tracking, tagging, & follow-up from reception to resolution while achieving the targeted customer experience. This involves proactive effort, managing the customer experience, executing BizOps strategy, delivering necessary physical assets, & collaboration with 3rd party agency vendors & partners.Reviews user system problems, identifies source of problems, develops, proposes, implements, and manages resolutions.Identifies recurring user problems and develops and implements solutions to eliminate problems and addresses user needs. Identify and articulate technical related problems, issue impact, and next steps. Create, develop, and send written, virtual, voice communication to inform all stakeholders of system impacts.Conducts continuous quality improvement of BizOps and CX strategies. Identify potential security risks and report to the appropriate parties.Position is responsible for designing, developing, updating, and executing Standard Operating Procedures (SOPs), guidelines, and best practices for the agency’s enterprise-wide asset management.Continuously manage, update, audit, & improve processes for ordering, deploying, and managing the lifecycle of CDEC’s ITAM.Manage & provide strategic guidance over CDEC hardware asset licenses to ensure they are maintained at an appropriate level.Responsible for the TLM for CDEC hardware assets, including providing reporting for maintaining a modern, healthy equipment to support CDEC operations.Coordinate with vendors to coordinate, plan, accept, sign, & ship for equipment when it is delivered at CDEC facilities and/or CDEC employee locations.Provide management and entry of financial information to OnBase in support of proper tracking of hardware assets to each program area.Coordinate hardware deployments, reclamations, & replacements among vendors, internal technology stakeholders, and CDEC employees as part of the CDEC onboarding process.Coordinate with agency partners to ensure new hardware is imaged and ready for deployment in alignment with OIT, CDEC, & BITS operational requirements.Audit stored and deployed hardware and use industry knowledge to provide reporting and impact assessments (pending deprecations, system integration risks and opportunities, etc.) to position the agency for maximal asset value.Develop recommendations and strategies to ensure that all retiring hardware is sanitized and disposed of in accordance with state e-waste policies and procedures.Continuously develop, update, audit, improve, and maintain processes and documentation for ordering, deploying and managing the lifecycle of CDEC’s software inventory in the Digital ITAM.Provide strategic guidance over CDEC software asset licenses to ensure they are maintained at an appropriate level and communicate when increases, decreases, or license type changes are needed.Ensure enterprise licensing is used as appropriate via coordination with OIT and other state government partners to facilitate cost-savings and efficient procurements.Manage the refresh cycle for CDEC software assets, including providing reporting and recommendations for maintaining essential software to support CDEC operations.Order, install, & coordinate with internal technology stakeholders to order software regularly for new employees and expiring licenses.

SUPPLEMENTAL INFORMATION
How to Apply (PLEASE READ CAREFULLY)Please note that ONLY your State of Colorado job application will be reviewed during the initial screening; if you submit a resume and cover letter, they will be reviewed in later stages of the selection process. Therefore, it is paramount that you clearly describe all your relevant experience on the application itself. Applications left blank or marked "SEE RESUME" will not be considered. Complete Applications must include the following documents: A complete CDEC Application for Announced Vacancy (please submit online using the green 'APPLY' button at the top of this announcement)A complete Supplemental Questionnaire (The questionnaire is part of the online application. You will be prompted to answer them as you are completing your online application.)If you are using education to qualify, a copy of your official or unofficial transcript showing that your degree has been conferred and the name of your school, or your NACES accreditation. Please submit this as an attachment to your online application.If you are a veteran, a copy of your DD214. Please submit this as an attachment to your online application.Your application will be reviewed against the minimum qualifications for the position. If your application demonstrates that you meet the minimum qualifications, you will be invited to the comparative analysis process, which is described below. Comparative Analysis ProcessThe comparative analysis process will consist primarily of a review of applications against the minimum and preferred qualifications of this position. Applications will be reviewed in comparison to all others in the applicant pool in order to identify a top group of candidates who may be invited for a final interview. Depending on the size of the applicant pool, additional selection processes may be utilized to identify a top group of candidates. Applicants will be notified of their status via email. Failure to submit properly completed documents by the closing date will result in your application being rejected.The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.ADAAA Accommodations: The Colorado Department of Early Childhood is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to the Human Resources Specialist: ely.behrhorst@state.co.usThe Department does not offer sponsored visas for employment purposes. Technical AssistanceIf you experience difficulty in uploading or attaching documents to your online application, or for any other technical difficulties, call NEOGOV technical support at 855-524-5627 anytime between 6:00 a.m.-6:00 p.m. (Pacific Time).