Compensation Range$34.99 - $45.49
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Job Description SummaryWhere reliable technology meets exceptional, people‑focused support.
This Information Technology Technical Support Center (TSC) Analyst is a dual purpose, onsite position responsible for delivering high quality technical support, onboarding and offboarding processing, cellular device management and issue escalation oversight.
This role requires daily face-to- face interaction, organizational and communication skills along with advanced decision-making and will provide daily onsite setup, configuration and support for various hardware resources, including laptops, desktops and cellular devices.
The role coordinates and executes in-person meetings, training and support experiences with IT directors, county personnel and vendors to ensure high‑priority and complex technical issues are addressed in a timely, accurate, and customer‑focused manner to ensure resolution and continuous improvement of IT customer service delivery.
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Job DescriptionTechnical Support - 75%
- Daily commitment as a service-focused, knowledgeable, and reliable client support professional.
- Perform detailed analysis, diagnosis, and resolution of complex end-user problems and provide recommendations to implement corrective solutions, including deskside repair as needed.
- Receive, document, and respond to incoming calls, e-mails, walk-in, and/or off-site support requests.
- Utilize and build upon established procedures related to the identification, categorization, prioritization, and resolution of client support requests.
- Install, configure, test, maintain, and monitor end-user workstations and related hardware and software as required.
- Escalate complete problems for assistance through subject matter experts as needed.
- Develop and document technical resources for use by peers within the established knowledgebase.
- Document asset management changes within the inventory system.
Project - 25%
- Participate in and support ongoing projects as requested.
- Support ongoing cybersecurity initiatives and topics.
- Communicate project information to TSC staff for training and feedback.
- Identify additional opportunities to engage with and support ongoing changes in technologies.
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Required QualificationsRequired Education
- Bachelor's Degree or 4 years Technical Support/Help Desk
Required Experience
- 1 year Technical Support / Call Center / Desktop Support
Skills and Abilities
- Experienced with the setup and configuration of Windows, Microsoft Office 365 products, and other standard/daily use applications. (High proficiency)
- Knowledge of standard desktop and laptop hardware components and associated peripherals. (High proficiency)
- Working knowledge of a range of diagnostic and mass deployment utilities. (Medium proficiency)
- Familiarity with the advanced principles of ITIL and PMP. (Medium proficiency)
- Proven track record of understanding and meeting customer expectations through service level agreements. (High proficiency)
- Basic understanding of project management principles. (Medium proficiency)
- Strong oral and writing skills. Must be able to interact with multiple groups within the team at many levels. (High proficiency)
- Familiarity with CJIS, HIPAA, and PCI policies and procedures. (Medium proficiency)
- Candidate must pass criminal background check prior to employment start date.
Licenses and Certifications
- 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, maintained at all times, as required by State law. Required
- CompTIA A+ Certification Preferred
- HDI - Help Desk Institute Preferred
- Information Technology Infrastructure Library (ITIL) Preferred
- Driving is essential in this position.
- Candidate must have a valid Driver’s License and Liability Insurance Upon Hire Required
- Candidate 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 Required
- Pre-employment substance screening is required for this position.
- Candidate must pass a background check per requirements.
- This position is subject to a pre-employment drug screening. Employment is contingent upon successfully passing the screening in accordance with Weld County policy.
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Use the link below to get a closer look at the generous benefits offered:
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