Technical Support Analyst II

About the role

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.

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.

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.

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).

Qualifications

• What is the highest level of education you have completed?
• How many years of relevant experience do you possess?

Benefits

We are 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

Pay

$28.54 - $34.27 Hourly

Schedule

Classified - Full Time