Technical Support Analyst II

City of Colorado Springs • Colorado Springs, CO

18h

About The Position

The City of Colorado Springs’ IT Department is seeking a full journey-level Technical Support Analyst II to perform technical support, system maintenance, and troubleshooting. The role provides direct support to end users, builds and maintains operating system images, manages desktop and laptop equipment throughout its lifecycle, diagnoses and repairs hardware and software issues, and contributes to IT projects and technology implementations. The position is subject to budget-required furloughs during the 2026 calendar year.

Requirements

• Education equivalent to completion of twelfth grade (high school diploma or GED).
• Three years of full-time professional experience in IT support or a related field.
• Possess a CompTIA Security+ certification or obtain it within six months of hire.
• Knowledge of intermediate troubleshooting techniques for hardware, software, and networking issues.
• Knowledge of Microsoft Windows operating systems, Microsoft Office Suite, and IT service management best practices.
• Knowledge of IT asset management and equipment lifecycle processes.
• Ability to provide technical support in a fast-paced environment while managing multiple priorities.
• Ability to diagnose and resolve IT issues with minimal supervision.
• Ability to communicate technical concepts effectively to end users and team members.
• Ability to maintain detailed documentation and follow IT service management procedures.

Nice To Haves

• Experience using IT service management tools.
• Experience with Microsoft System Center Configuration Manager (SCCM), SharePoint, or Exchange tools.
• Experience troubleshooting iOS and Android mobile devices.

Responsibilities

• Provide direct support to end users by answering IT-related questions and troubleshooting hardware and software issues to ensure timely resolution.
• Build, update, and configure operating system images to meet department requirements, ensure compatibility across hardware models, and keep systems patched and current.
• Replace, image, and configure desktops and laptops for users.
• Document asset changes, retrieve old equipment, and securely wipe hard drives before disposal.
• Diagnose and repair hardware and software issues; install and configure applications; and back up or restore user profiles.
• Coordinate with vendors on hardware repairs and warranty replacements.
• Lead or participate in IT projects, including product implementations, system upgrades, and process improvements.
• Document workflows, train IT staff, and support smooth transitions to new technology.
• Perform other duties as assigned.

Benefits

• Potential additional compensation depending on position, assignment, and duties, which may include shift differential, pay differential, acting or lead pay, special assignment pay, hazard pay, longevity pay, cell phone allowance, uniform allowance, relocation, awards, standby, call-out, compensatory time off, tuition, overtime, extra duty, incentive pay, holiday premium, proficiency pay, and vacation sell back.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED