Technology Support Specialist I–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.

Duties and Responsibilities

• 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.

Supervisor Duties

This position has no supervisory responsibilities at any level.

Work Environment

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.

Qualifications

Technology Support Specialist I – Entry Level

• 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.

Technology Support Specialist II – Intermediate Level

• 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 within 12 months of hire is REQUIRED.

Technology Support Specialist III – Advanced Level

• High school diploma or equivalent is REQUIRED.
• Bachelor's degree in Information Technology, Computer Systems, or a closely related field is desired.
• Specialized courses/training equivalent to four (4) years of college is desired.
• Minimum two (2) years relevant experience REQUIRED
• A+, Network+, Security+, or equivalent Microsoft certification is desired.
• Valid Colorado driver's license within 90 days of hire is REQUIRED.
• Advanced knowledge of PC hardware, components, and troubleshooting 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 within 12 months of hire is REQUIRED.

Technology Support Specialist IV – Senior / Expert Level

• High school diploma or equivalent is REQUIRED.
• Bachelor's degree in Information Technology, Computer Systems, or closely related field is highly valued.
• Minimum of four (4) years of relevant employment in IT support is REQUIRED.
• Two certifications such as A+, Network+, Security+, or equivalent Microsoft certifications are highly valued.
• Valid Colorado driver's license within 90 days of hire is REQUIRED.
• Advanced knowledge of PC hardware, components, user account management, and troubleshooting 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 within 12 months of hire is REQUIRED.

Required Capabilities

• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• To perform the essential job functions and to ensure the safety of themselves, their coworkers, and the public, employees must have the ability to regulate attention; to plan; to understand, remember, and apply information; to effectively interact with others; to concentrate and maintain pace; and to adapt or regulate one's behavior.
• Ability to proficiently read, speak, and understand English. Proficiency in non-English languages is highly valued.
• Ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
• Demonstrated strong verbal and written communication skills, analytical skills, statistical and mathematical abilities and interpersonal skills. Ability to read and interpret documents such as safety rules, operating maintenance instructions and procedure manuals. Ability to write complex reports and distill information for many audiences.
• This position requires close, distance and peripheral vision.
• Ability to hear an average conversational voice in a quiet room, using one or both ears, at a distance of six (6) feet. Ability to hear sounds and signals indicating work and safety necessities.
• This position requires standing, walking and sitting for periods of time. Utilization of hands and fingers to operate office computer keyboard and equipment required. Must be able to reach with hands and arms, and stoop, kneel or crouch if needed.
• Must be able to lift up to fifty (50) pounds as needed and frequently lift up to twenty-five (25) pounds.  
• This position requires effective proficiency in the use of computer software and applications, office equipment, and professional telephone use. The ability to adequately type quickly with few to no errors is also very important. This position will often require multi-tasking in the use of computer, phone, and office equipment while interacting with clients. Candidates for this position may be required to take and pass technology proficiency assessments prior to employment.