Technician II, Client Services

City of Fort Collins•Fort Collins, CO

About The Position

The Technician II in Service Delivery is a first point of contact for the City’s colleges and customers, providing customer service and technical expertise for IT requests. The role resolves software issues, troubleshoots hardware problems, and guides users through technical challenges. The Technician II installs and upgrades enterprise City applications, operating systems, and hardware; troubleshoots and diagnoses operating-system and enterprise-application issues with senior technical staff; and supports enterprise infrastructure environments and applications. The role also contributes to technical documentation, scripting, packaging, and tools, and provides training to users, departmental business analysts, and IT staff. Other duties may be assigned. The position is classified, full-time regular, and non-exempt.

Requirements

High school diploma or GED, or functionally related licenses or certificates.
At least three years of related technical-support experience, or an equivalent combination of education and experience.
Knowledge of operating systems such as Windows, macOS, Android, and iOS.
Strong knowledge of Microsoft Office 365, OneDrive, and other cloud productivity tools.
Understanding of enterprise applications and tools, including privilege management, mobile device management, IT asset management and reporting, and operating-system deployment solutions.
Knowledge and experience installing, configuring, and supporting a variety of client- and server-based applications in a complex multi-user environment.
Knowledge of Active Directory, LDAP, and DNS.
Knowledge and skill using enterprise ticketing systems.
Demonstrated ability to troubleshoot hardware components and drivers.
Demonstrated skill in remote system management and user support.
Understanding of networking concepts, including switching, subnets, and firewalls.
Ability to evaluate user needs and determine appropriate applications.
Ability to function effectively in a fast-paced, mission-critical technology support environment.
Ability to convey training information clearly and effectively and understand technical documents used in this environment.
Ability to break complex problems into components and systematically identify their causes and resolutions.
Ability to establish and maintain positive, effective working relationships with users, coworkers, and vendors.
Ability to communicate clearly with technical and non-technical users in a way that promotes trust.
Required certification or specialized training: Microsoft MTA, CompTIA A+, Cisco CCENT, or Apple ACMT or ACiT.

Nice To Haves

College degree or equivalent work experience.
Associate degree in computer information systems, computer science, or a related field from an accredited college or university.

Responsibilities

Serve as a first point of contact for IT service and support requests, delivering exceptional customer service.
Provide technical and hands-on assistance with installations and upgrades of enterprise City applications, operating systems, and hardware.
Troubleshoot and diagnose operating-system and enterprise-application issues, working with senior technical staff on resolutions.
Set up and install hardware, configure operating systems, and troubleshoot systems with awareness of business needs and environment.
Work with senior technical staff to create or edit documentation, scripts, application packages, and other tools for supported applications and systems.
Assist with ongoing management, maintenance, and technical support for enterprise infrastructure environments and applications, including Asset, SysAid, Airwatch, CyberArk, and Microsoft Deployment Toolkit.
Provide training to users, departmental business analysts, and IT staff.
Perform other duties as assigned.

Benefits

Medical, dental, and vision coverage for the employee and eligible family members, effective the first of the month following hire.
Paid vacation, holidays, and sick leave.
One-time bank of 40 PTO hours for new full-time Classified and Unclassified Management hires.
Retirement plan with company contributions after a six-month probation period and immediate vesting.
Flexible spending accounts for medical expenses and dependent care.
Employee Assistance Program offering counseling and legal and financial assistance.
Life insurance and short-term and long-term disability coverage.
Wellness program and workout facilities.
Employee and family onsite health clinic.
Learning and development opportunities and career mobility opportunities.