Technical Support Analyst II

Technical Support AnalystII 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. If you have experience in IT support and a strong ability to diagnose and resolve technical issues, this is a great opportunity to advance your career! This position is subject to budget required furloughs to be implemented in the 2026 calendar year. We're an accredited pay equity employer! Your starting pay will be within the posted hiring range based on your years of experience and education. See the full potential of growth for this position here: 2026 Salary Schedule Key Responsibilities Advanced Technical Support & Troubleshooting: Provide direct support to end users, answering IT-related questions, troubleshooting hardware and software issues, and ensuring timely resolution of technical problems. System Imaging & Deployment: 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. Equipment Management & Lifecycle Maintenance: Replace, image, and configure desktops and laptops for users. Properly document asset changes, retrieve old equipment, and securely wipe hard drives before disposal. Software & Hardware Maintenance: 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. Project Management & IT Initiatives: 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. Learn more about this job by reviewing the class specification on the City of Colorado Springs Class Specifications page. Required Qualifications Knowledge of intermediate troubleshooting techniques for hardware, software, and networking issues. Microsoft Windows operating systems, Microsoft Office Suite, and IT service management best practices. IT asset management and equipment lifecycle processes. Provide technical support in a fast-paced environment while managing multiple priorities. Diagnose and resolve IT issues with minimal supervision. Communicate technical concepts effectively to end users and team members. Maintain detailed documentation and follow IT service management procedures. 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. We value a diverse range of qualifications and experiences. Our organization views each year of further education as equivalent to each year of relevant work experience, and each year of additional relevant work experience as equivalent to each year of required education. Preferred Qualifications 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). Please contact City Recruiting at View email address on click.appcast.io for any questions regarding this position. The background check process for this position includes being fingerprinted. Fingerprints will be used to check the FBI's criminal history records. #J-18808-Ljbffr