IT Support Analyst

Information Technology Technical Support Center AnalystThis Information Technology Technical Support Center (TSC) Analyst is a dual purpose, onsite position responsible for delivering high-quality technical and audio/visual support throughout Weld County locations. This role requires frequent face-to-face interaction, organizational and communication skills along with advanced decision-making, and hands-on engagement with technology enhanced spaces such as courtrooms, conference rooms, and public facing areas. While some support may be provided remotely via telephone and email, the nature of this role requires consistent onsite availability to ensure rapid response, physical system adjustments, and reliable A/V operation. Technical Support Analysts support Weld County staff and citizens through effective and professional communication during the lifecycle of a request, with an emphasis on exceeding expectations. The role also ensures the maintenance, setup, and support of all audiovisual configurations, components, and technology enhanced environments.Perform detailed onsite analysis, diagnosis, and resolution of complex end-user issues, including deskside repair.Install, configure, test, maintain, and monitor end-user workstations and related hardware/software within county facilities.Utilize and improve established procedures related to identification, categorization, prioritization, and resolution of support requests.Receive, document, and respond to incoming calls, emails, walk-ins, and onsite support requests.Provide in person support for new employee onboarding, workstation setup, account configuration, and technology orientation.Manage the deployment, recovery, and lifecycle of mobile devices in collaboration with county vendors.Coordinate physical hardware needs for employee transitions to ensure a secure, complete, and excellent service experience for Weld County employees to be successfully brought onboard and offboard.Audio/Visual Responsibilities:Receive and respond to incoming A/V and video conferencing support tickets, prioritizing in-person troubleshooting.Perform onsite A/V analysis, diagnosis, and issue resolution in courtrooms and other county spaces; recommend and implement corrective solutions.Develop long-term strategies and capacity planning for future A/V infrastructure needs.Assist with procurement, installation coordination, and hands-on verification of A/V systems.Develop A/V equipment standards and maintain documentation for all installations.Troubleshoot video conferencing technologies including Crestron, Cisco, QSC, and Logitech.Manage vendor-based system installations and service work requiring onsite oversight.Develop and maintain policies, procedures, and training plans for A/V system administration.Provide in person end-user training on A/V and video conferencing technologies.Knowledge & ExperienceExpertise with A/V tools and systems: Crestron, Cisco, Logitech, etc.Experience with Windows OS, Microsoft O365, and standard applications.Knowledge of desktop/laptop hardware components and peripherals.Experience with diagnostic and mass deployment tools.Familiarity with ITIL and PMP concepts.Track record of meeting customer expectations through service-level agreements.Basic project management skills.Strong oral and written communication skills; ability to interact across multiple teams.Familiarity with CJIS, HIPAA, and PCI requirements.Required EducationBachelor's degree in IT, business, or related field, or equivalent experience.Experience1-year minimum experience providing onsite customer service, incident management, and Audio/Visual support.Skills and AbilitiesExperience with the setup and configuration of Windows, Microsoft Office 365 products, and other standard/daily use applications.Knowledge and execution of standard desktop and laptop hardware setup, configuration and delivery including all associated peripherals.Working knowledge of a range of diagnostic, local and mass deployment utilities.Proven track record of understanding and meeting customer expectations through service level agreements.Basic understanding of project management principles.Strong oral and person-to-person skills. Must be able to interact with multiple groups within the team at many levels.Excellent communication, customer service, and conflict?resolution skills.Ability to prioritize and problem-solve under pressure.Familiarity with vendor escalation processes.Strong analytical and problem?solving ability.High attention to detail.Collaborative and team?oriented.Licenses and CertificationsCJIS – Criminal Justice Information Systems certification (will be provided after hire)CompTIA - A+ Certification (Preferred)HDI - Help Desk Institute Certifications (Preferred)PMI - PMP (Project Management Professional) Certification (Preferred)ITIL - Information Technology Infrastructure Library (ITIL) Certification (Preferred)Site-to-site travel is requiredCandidate must have a valid Driver's License and Liability Insurance Upon Hire RequiredCandidate must pass a Motor Vehicle Record (MVR) evaluation and if hired, will be subject to continuous monthly MVR monitoring and random drug screens throughout employment. Upon Hire RequiredCandidate must pass criminal background check prior to employment start date.DL NUMBER - Driver License, Valid and in State Must have and maintain a valid Colorado driver's license and use of personal, insured vehicle. Dependable transportation and auto insurance, always maintained, as required by State law. RequiredThis position is subject to pre-employment drug screening. Employment is contingent upon successfully passing the screening in accordance with Weld County policy