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. This role involves providing direct support to end users, performing system imaging and deployment, managing equipment lifecycle, maintaining software and hardware, leading IT projects, and documenting workflows.

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.
• If yes, please explain, in written detail, your experience including your role and where you gained your experience.
• If yes, please list the programs that you have experience with. If no, write N/A.
• If yes, please explain, in written detail, your experience including your role and where you gained your experience.
• If yes, please explain, in written detail, your experience including your role and where you gained your experience.
• If yes, please explain, in written detail, your experience including your role and where you gained your experience.
• If yes, please explain, in written detail, your experience including your role and where you gained your experience.

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.
• Ability To: 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.

Skills

• 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.
• Ability to 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.

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

The salary range for this position is TBD based on experience and education. Please see the full potential of growth for this position here: 2026 Salary Schedule.

Schedule

The schedule for this position is TBD based on experience and education. Please see the full potential of growth for this position here: 2026 Salary Schedule.