Sr Technician, Client Services

City of Fort Collins•Fort Collins, CO

2d•Hybrid

About The Position

We are seeking a skilled and motivated IT Senior Technician to join our dynamic team. The ideal candidate will possess a strong customer service and technical background, as well as, the ability to provide advanced troubleshooting and resolution for a wide range of IT issues. As an IT Senior Technician, you will be responsible for hardware and software installations, configurations, and on-site support for critical issues, ensuring compliance with ITIL standards. You will play a key role in deploying, configuring, and updating software applications across multiple devices, including Apple and PC, while also mentoring and supporting junior technicians. This role requires a proactive individual who can assist with incident and request management in a friendly and patient manner, participate in the development of maturity practices, and develop technical documentation. You will also conduct technical training sessions and support system administrators in managing, user accounts, and security policies. Your ability to, effectively interact with non-technical End Users, document technical procedures, configurations, and troubleshooting steps, as well as generate reports on device deployment, refresh cycles, and support activities, will be crucial to your success in this position. Additionally, you will be involved in testing and evaluating new hardware/software, participating in disaster recovery planning, and contributing to service catalog maintenance. SWARM duties (which include desk side support assistance and over the phone Helpdesk assistance) and managing relationships with hardware and software vendors to ensure timely support and procurement will also be part of your responsibilities. Please note that after-hours on-call duties are mandatory, requiring one week of on-call support on a rotating basis. If you are a highly organized and a customer service-oriented professional with a passion for IT and a commitment to excellence, we encourage you to apply.

Requirements

Experience with various operating systems, such as Windows, macOS, Android, iOS, etc.
Strong knowledge of Microsoft Office 365, the use of OneDrive, and other cloud productivity tools.
Expertise in the use and support of enterprise applications, such as privilege management, mobile device management, IT asset management and reporting, operating system deployment solutions, and other enterprise-class tools.
Knowledge and experience installing, configuring, and supporting a wide variety of client and server-based applications in a complex multi-user environment.
Knowledge and experience in working with Active Directory, LDAP, and DNS.
Knowledgeable and skilled in the use of enterprise ticketing systems.
Expert skills in troubleshooting hardware components, drivers, etc.
Demonstrated skills in remote management of systems and ability to provide user support.
Understanding of networking concepts including switching, subnets, and firewalls.
Ability to evaluate user needs and determine appropriate applications.
Ability to effectively function in a fast-paced, mission-critical technology support environment.
Ability to authoritatively convey training information clearly and effectively.
Ability to understand, create, and edit technical documents common to this environment.
Ability to separate complex problems into individual components, systematically eliminating potential causes until a resolution is discovered.
Ability to establish and maintain positive, effective working relationships with users, co-workers and vendors.
Strong ability to communicate effectively and clearly with technical and non-technical users in a way that promotes trust.
Ability to work effectively and independently at a high level of customer support, with the ability to demonstrate effective organization, attention to detail and protocols, and compliance with confidentiality and ethical standards.
Four years of related work experience in Information Technology support; or equivalent combination of education and experience.

Nice To Haves

Some positions may require functionally related certification or advanced degrees
Associates degree in computer information systems, computer science, or related field from an accredited college or university
One or more recognized IT certifications, such as Microsoft MTA, CompTIA A+, Cisco CCENT, or Apple ACMT/ACiT.
ITIL certification is a preferred qualification

Responsibilities

Serve as the senior technical escalation point for complex incidents and service requests escalated from lower level technician staff
Lead resolution efforts for high-priority or multi-system incidents, coordinating with other technicians and IT teams as needed
Perform expert-level troubleshooting across hardware, software, networking, endpoint management, and application platforms
Design and maintain advanced troubleshooting workflows and decision trees for recurring complex issues
Serve as a subject matter expert in at least one designated technology domain such as endpoint management, MDM, Microsoft 365, or identity and access management
Assist with the evaluation, piloting, and rollout of new hardware and software tools in coordination with Analysts and IT management
Participate in change management processes, providing service desk impact assessments for proposed changes
Develop, enhance, and maintain Standard Operating Procedures, knowledge base frameworks, and technical runbooks assuring the team has a reliable set of instructions to work from
Lead knowledge base audits and coordinate structured documentation reviews with technician staff
Assist IT Analysts with infrastructure-adjacent tasks such as Active Directory administration, Group Policy review, and endpoint security policy validation
Coordinate asset lifecycle management activities including refresh planning, disposal scheduling, and inventory audits
Fulfill on-call duty rotation, serving as a senior on-call resource for after-hours critical incidents
Document all after-hours incidents and resolutions in the ticketing system upon response
Provide training for lower level technical staff when opportunities present through escalation or in collaboration with the Manager and Supervisor
Assist the Service Desk Supervisor with workload observations and coverage gap identification
Participate in continuous improvement initiatives and provide detailed feedback on process and tool improvements
During major incidents, serve as a technical lead for assigned workstreams, provide real-time technical updates to the Service Desk Supervisor or Manager, and assist with coordination of technician tasks as directed
Work at remote sites on a scheduled rotation basis to help build business relationships
Work on a designated city campus site full time

Benefits

Medical, dental, vision (for self, spouse, domestic partner, children) – eligible on the 1st of the month following date of hire
Paid vacation, paid holidays, sick leave, and additional one-time bank of 40 PTO hours for new, full-time, Classified and Unclassified Management hires
Retirement + company contributions – after 6 month probation period and immediate vesting
Flexible spending: Medical expenses FSA, dependent FSA or both
Employee Assistance Program: counseling, legal, financial assistance
Life insurance, short-term and long-term disability
Wellness program, workout facilities
Employee/family onsite health clinic
Learning and development opportunities at all levels in the organization with opportunities for career mobility
Collaborative work environment