Technical Support Analyst II

City of Colorado Springs • Colorado Springs, CO

6d

About The Position

The City of Colorado Springs’ IT Department is seeking a Technical Support Analyst II to join our team. As a full journey-level position within the Technical Support Analyst series, this role involves performing a wide range of technical support, system maintenance, and troubleshooting tasks. This position is subject to budget required furloughs to be implemented in the 2026 calendar year. The City of Colorado Springs is committed to a welcoming culture that values our employees' unique individual qualities and fosters a welcoming environment where people want to be.

Requirements

• Equivalent to the completion of the twelfth grade (high school diploma or GED).
• Three years of full-time professional experience in IT support or related field.
• Possess, or obtain within six months of hire, a CompTIA Security+ certification.
• 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 (such as FootPrints, Cherwell, or Remedy).
• Experience with Microsoft System Center Configuration Manager (SCCM), SharePoint, or Exchange tools.
• Experience troubleshooting mobile devices (iOS and Android).

Responsibilities

• Provide direct support to end users, answering IT-related questions, troubleshooting hardware and software issues, and ensuring timely resolution of technical problems.
• Build, update, and configure operating system images to meet department requirements. Ensure compatibility across different hardware models and keep systems patched and up to date.
• Replace, image, and configure desktops and laptops for users. Properly 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. Collaborate with vendors for hardware repairs and warranty replacements.
• Lead or participate in IT projects such as new product implementations, system upgrades, and process improvements. Document workflows, provide training to IT staff, and ensure smooth transitions for new technology implementations.
• Other duties as assigned

Benefits

• Accredited pay equity employer
• Additional compensation depending on the position, area of assignment, and specific job assignments, including shift differential, pay differential, acting or lead, special assignment, hazard pay, longevity, cell phone allowance, uniform allowance, relocation, awards, standby, call out, compensatory time off, tuition, overtime, extra duty, incentive, holiday premium, proficiency, and vacation sell back.

What This Job Offers

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