End User Analyst Lead

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Responsible for supporting end-users' IT needs.  Provides accurate, timely, and creative solutions to end-user computer hardware, peripherals, printers, operating systems, software applications, networking, and video conferencing problems.  Data Center Operations, including performing backups and assisting operations staff when on-site support is needed.  Assist other STSC teams, such as Service Delivery, MS Admin, and Networking, when on-site problem solving and evaluation is needed.  Primary responsibility will be to provide direct customer support to resolve customer problems/questions as quickly as possible while providing highest level of service.  If it is not possible to resolve the problem the End-User Analyst will coordinate problem solving with appropriate STSC teams.  Secondary responsibility will be working on projects.  In this capacity will provide desktop/telephony support to project teams, contribute to the development of work plans, tasks, and time estimates.  Work within a project team environment to ensure that a quality product is produced, on time and within budget.  Strong communication skills required to relay task status, task issues, and resolution.


Essential Duties and Responsibilities

User Support for Multiple Computer Systems 

·         Monitors and handles troubleshooting of systems, dispatching to appropriate STSC resource if unable to correct issue. 

·           Keeps user base informed of systems changes (software/hardware upgrades, planned down times, system unavailability). 

·         Adequately documents resolution to issues in STSC ticketing software. 

·         Assists with writing problem-solving techniques to be put into STSC ticketing software database.

·         Supports new systems or new facets of existing systems, and keeps abreast of technology changes. 

·         Troubleshoots PC and Printer based issues and at times utilizing remote software where appropriate.

·         Works directly with STSC virtual teams while troubleshooting enterprise applications both locally and across region and/ or system.

·         Participates as the primary agent in the setup and implementation of desktop systems including hardware and software installation, VOIP and analog phone sets/systems installation, and backup systems. 

·         Assists in maintenance of data closets from switch to patch panel and wall to device.


  • Responds to voice mail, email and ticketing application messages according to priority schedule.
  • Disseminates information to STSC and end user base when appropriate.
  • Provides detail shift reports to STSC Team. 

STSC Department Team Support

  • Assists in all areas of STSC when needed.
  • Maintains and updates policies and procedures for areas of responsibility. 
  • Updates support staff regularly on the status of projects, trouble tickets and system changes.
  • Responsible for software trouble tickets, hardware trouble tickets and procedures.
  • Work rotating shifts.
  • Position has “On Call” responsibility

Backup Operational Requirements

  • Perform routine data and system backups for primary information systems
  • Checks all system backup logs for errors and to verify error free backups. 
  • Works with analysts and support personnel to assure that all backups are being accomplished correctly and at the appropriate time. 

Project Management

  • Assists in project development from beginning to end.
  • Complete tasks and responsibilities associated with project on time and with a high degree of accuracy.
  • Plan, schedule and prioritize time to complete project tasks and deliverables.
  • Expresses thoughts clearly and concisely (verbal and written)
  • Able to lead team members on project work

Education, Experience and Licensure/Certification Requirements are

Representative of the minimum level of knowledge, skills and/or abilities necessary to perform the essential functions of the position

  • Bachelor’s degree in computer related discipline OR equivalent experience.
  • Demonstrated proficiency in microcomputer software including: Windows and Microsoft Office Products.
  • Demonstrated proficiency in computer hardware maintenance and troubleshooting.
  • Ability to work rotating shifts and prolonged shifts up to 12 hours.
  • Strong research, organizational and analytical skills as well as the ability to teach users
  • Demonstrated ability to solve complex, multi-disciplinary problems in a graceful and sensitive manner.
  • Ability to successfully function in a fast paced, service oriented environment


Reporting Relationship: End-User Analyst Supervisor.

Employees Supervised: None

Organization: Corporate, Various Locations
Primary Location: CO-Denver/Boulder/Surrounding Areas-Broomfield
Department: SYS-STSC-Site Ops-System Off
Schedule: Full-time
Shift: Day Shift
FTE: 1
Job Number: 18000889
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