Technology Support Specialist –IV

Job Summary

The Technology Support Specialist provides professional, customer-focused, Tier I and Tier II technical support to City staff through on-site, remote, and telephone assistance. Responsibilities include diagnosing and resolving end-user hardware and software issues, maintaining and configuring endpoint devices, supporting audiovisual systems, performing user account administration, and ensuring accurate documentation of work performed.

As specialists progress through Levels I–IV, assignments become increasingly advanced, requiring refined troubleshooting skills, deeper technical knowledge, expanded project participation, and elevated responsibilities related to training, documentation, and system administration.

• Provides Tier I and Tier II technical support for computer systems, mobile devices, telecommunications, peripherals, and software applications.
• Troubleshoots and resolves user issues related to hardware, software, connectivity, authentication, printing, and system access.
• Builds, configures, deploys, and maintains endpoint systems using standardized imaging processes.
• Performs onboarding and offboarding tasks including account creation, deactivation, and permission adjustments.
• Maintains accurate records of devices, assignments, and inventory details.
• Documents work and resolutions within the helpdesk ticketing system.
• Provides user assistance, general training, and communication related to technology usage and best practices.
• Maintains and updates departmental records, forms, and management systems.
• Supports audiovisual technologies in conference rooms, meeting spaces, and public meetings.
• Provides technology support for scheduled public meetings and City events.
• Participates in the department’s stand-by/on-call after-hours rotation.
• Assists with periodic user access reviews and permission audits (Levels III–IV).
• Designs and maintains training materials, SOPs, and documentation for end-user technologies (Levels III–IV).
• Performs advanced troubleshooting of systems, peripherals, applications, and user environments (Levels III–IV).
• Establishes and maintains effective working relationships with staff, vendors, and external partners.
• Performs other duties and special projects as assigned.

This position has no supervisory responsibilities at any level.

Work is primarily performed in an office environment with moderate noise levels, with occasional work in server rooms, network closets, and public meeting areas. The role requires regular standing, walking, bending, and lifting of equipment, as well as frequent use of computers and electronic devices. After-hours support may be required during emergencies or maintenance windows. Reasonable accommodations may be provided in accordance with ADA guidelines.

• High school diploma or equivalent is REQUIRED.
• Specialized courses or training equivalent to one year of college is desired.
• Six (6) months of customer service or related experience is highly valued.
• Valid Colorado driver’s license within 90 days of hire is REQUIRED.
• Knowledge of PC hardware and components is highly valued.
• Basic knowledge of Ethernet, TCP/IP, and Windows domain networking is highly valued.
• Familiarity with Microsoft Windows, Microsoft Office Suite, and web browsers is highly valued.
• Ability to obtain ICS 100 & 700 within 12 months of hire is REQUIRED.

• High school diploma or equivalent is REQUIRED.
• Associate degree in Information Technology, Computer Systems, or related field is desired.
• Specialized courses/training equivalent to two (2) years of college is desired.
• Minimum one (1) year relevant experience REQUIRED
• A+, Network+, Security+, or equivalent Microsoft certification is desired.
• Valid Colorado driver’s license within 90 days of hire is REQUIRED.
• Knowledge of PC hardware and components is highly valued.
• Knowledge of Ethernet, TCP/IP, and Windows domain networking is highly valued.
• Knowledge of Microsoft Windows, Microsoft Office Suite, and web browsers is highly valued.
• Ability to obtain ICS 100 & 700…