IT Support Technician I or II (DOE) ON-SITE

• IT Support Technician I: Performs a variety of physical, technical, and administrative duties to support the customer request for service process, implementation of customer devices, and the maintenance of the City’s IT Fiber Network and associated infrastructure, consistent with the organization’s values and mission statement. This position also researches and implements customer support process improvement and automation opportunities.

• IT Support Technician II: Performs a variety of physical, technical, and administrative duties to support the customer request for service process, implementation of PCs, iPhones, iPads, and other City devices, maintenance of the City’s IT Fiber Network and associated infrastructure, and provides network systems, network application, and enterprise technology infrastructure support. Researches and implements customer support process improvements and automation opportunities, consistent with the organization’s values and mission statement.

Supervision Exercised and Received: This position works under the general supervision of the IT Support Supervisor., Customer Support & Service Delivery

• Processes customer requests for service by determining details of requests, providing initial troubleshooting support, escalating requests as necessary, documenting requests and solutions, and training users on computer equipment, phone equipment, and network services.
• Researches and implements customer support process improvements and automation opportunities.

Device Deployment & Lifecycle Management

• Receives, stages, configures, installs, maintains, and replaces computers, mobile devices, and related equipment.
• Maintains equipment records and documentation. Provides network printer support, including installation, configuration, and troubleshooting.

Virtual Meeting Support

• Provides on-site and remote support for audio-visual and conferencing technologies, including hardware, software, and virtual meeting platforms.
• Assists with meeting room setup, equipment configuration, testing, troubleshooting, presentation support, and operation of virtual and hybrid meetings.
• Coordinates and supports meeting technology needs, including attendee support, training sessions, recording management, and meeting moderation as required

IT Infrastructure Support

• Supports the City’s Metro Fiber Network, including utility locate requests, fiber locating and marking, updating maps and documentation, maintaining fiber locating equipment, and inspecting network closets.
• Maintains GIS-based documentation of IT and network resources.
• Utilizes GPS units, mobile devices, web-based applications, photography, and related technologies to document and maintain IT infrastructure records

Essential Job Functions - IT Support Technician II Systems & Network Administration Support

• Provisions and deprovisions of user accounts.
• Supports enterprise applications and network applications.
• Creates and maintains Active Directory functions, including Group Policy Objects (GPOs) and Role-Based Access Controls (RBAC).
• Assists with administration and support of servers, switches, routers, firewalls, and virtualized infrastructure.
• Supports LAN and WAN infrastructure.
• Assists with VMware administration, backups, and disaster recovery systems.

Advanced Infrastructure Support

• Provides support for Wi-Fi connectivity issues and network performance.
• Assists with datacenter management and network cabling infrastructure.
• Supports applications essential to user productivity and City operations.

Customer Support & Service Delivery

• Leads resolution of complex customer issues and coordinates with vendors, departments, and technical resources to ensure timely resolution.
• Identifies recurring customer support trends and recommends process improvements to enhance service delivery.

Infrastructure Administration & Technology Solutions

• Assists with the planning, testing, implementation, and maintenance of enterprise technology solutions.
• Monitors and troubleshoots system, network, and application performance to identify and resolve issues.
• Assists with cybersecurity initiatives, including user access management, security best practices, and vulnerability remediation.
• Develops and maintains technical procedures, standards, and knowledge base documentation.

Responsibilities Across Both Roles: Audio-Visual Systems Support

• Maintains, supports, and troubleshoots audio-visual systems and related meeting technology.
• Provides support for City Council meetings and other public meetings as assigned, including evening attendance when required. Council meetings typically begin at 4:00 p.m. or 5:00 p.m. and may extend late into the evening. Employees must be available to provide support for the duration of these meetings as needed

Professional & Customer Service Responsibilities

• Demonstrates effective communication and customer service skills.
• Maintains positive working relationships with internal and external stakeholders.
• Demonstrates proficiency with technology and a willingness to learn and adapt to new technologies.

Operational Support & Technology Stewardship

• Maintains documentation, records, and technology asset information.
• Supports cybersecurity, technology reliability, and operational continuity

City Organizational Values

• Supports and models the City of Aspen organizational values: Service, Partnership, Stewardship, and Innovation. Organizational values are shared principles that guide behavior across the organization. This position is responsible for upholding and applying these values while performing daily work functions.

• Other duties as assigned., Core Competencies: Displays the following key competencies and behaviors in the overall job performance to include knowledge, skills and abilities:

Service: Provides service with excellence, humility, integrity, and respect in daily work, builds trust by listening, treats people with respect, acknowledges opportunities for improvement, and follows through with commitments.

Partnership: Actively creates strong, supportive internal and external relationships to attain a common goal and achieve greater impact together.

Stewardship: Balances social, environmental, and financial responsibilities, evaluating the impact of decision making on a thriving future for all.

Innovation: Develops technical expertise to pursue new ideas and creative outcomes, grounded in Aspen’s unique culture, opportunities and challenges., * Evenings/Weekends: Evenings/Weekends: May be required in addition to, or in lieu of, normal work hours to support Council meetings, meeting room operations, department needs, and special projects. This position requires availability to support City Council meetings, which typically begin at 4:00 p.m. or 5:00 p.m. and may extend later into the evening. Employees may also be required to work outside normal business hours for technology implementations, maintenance, troubleshooting, or other operational needs.

• Additional Hours: Any additional hours worked beyond the employee’s regular schedule may be addressed through schedule adjustments, compensatory time, or other arrangements as determined by the employee’s supervisor.

Work Environment:

• Indoors: Office environment, occasionally in other offices and City departments.
• Outdoors/Off-Site: Meetings, training sessions, site visits, and field work at various City facilities and locations. Work may be performed outdoors and in varying weather conditions.

Physical Demands: Visual Acuity: Ability to bring objects into focus. Balancing: Maintaining equilibrium. Bending: Bending or position oneself to move an object from one level to another. Carrying: transporting or moving an object. Crouching: Bending body downward and forward by bending leg and spine. Climbing: Ascending or descending stationary objects. Eye/Hand/Foot Coordination: Performing work through using two or more body parts or other devices. Gripping/Grasping: Ability to apply pressure with fingers and palm. Handling: Seizing, holding, grasping, through use of hands, fingers, or other means. Hearing: Perceiving and comprehending the nature and direction of sounds. Kneeling: Bending legs at knees to come to rest on knee or knees Lifting: Moving objects weighing no more than 40 pounds from one level to another. Pushing/Pulling: Ability to use upper extremities to exert force in order to press, draw, drag or haul objects in a sustained motion. Reaching: Extending the hands and arms or other device in any direction. Repetitive motions: Making frequent or continuous movements. Sitting: Remaining in a stationary position. Standing: Ability to sustain position for at least 1 hour. Stooping: Bending body downward and forward by bending spine at the waist. Talking: Communicating ideas or exchanging information. Walking: Ability to move to traverse from one location to another.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Communication: Knowledge of effective and appropriate communication. Ability to use knowledge effectively in various contexts which may require oral, written, visual and non-verbal communication.

Interpersonal: Works to develop strength in interpersonal skills. Has the ability to work well with diverse groups of people, both inside and outside the organization.

Technology: Demonstrates technology skills sufficient for the nature and level of position. Demonstrates a willingness to learn new technologies and transition job duties accordingly to support technological advances and innovation. Knowledge of and interest in computing, applications, networking and cybersecurity technology.

Minimum Requirements Licenses and Certifications: Must possess a valid Colorado driver’s license or be able to obtain one within 30 days of start date. Technical Knowledge:

• IT Support Technician I: Must be proficient in Microsoft applications and possess a basic understanding of cybersecurity, computers, networking, and online technology applications, including accessing and supporting web-based platforms.

• IT Support Technician II: Must be proficient in Microsoft applications and possess working knowledge of cybersecurity, computers, networking, systems administration, and online technology applications, including supporting enterprise applications, network infrastructure, and web-based platforms.

Education:

• IT Support Technician I: Associate’s degree in Computer Science, Information Technology, Information Systems, or a related technical field.
• IT Support Technician II: Bachelor’s degree in Computer Science, Electrical Engineering, Information Systems or other relevant technical degree(s)., * IT Support Technician I: One year of experience in computer and network technologies, technical support, customer service, or a related information technology field.
• IT Support Technician II: Two years of experience as a Support Tech I and able to fully perform all assigned Support Tech I duties with minimal technical supervision.

Preferred Candidate:

• Holds a CompTIA A+ certification or equivalent technical certification Experience with Windows PC’s, tablets and smart-phones (iOS, Samsung).
• Experience with GPS units/GIS, telemetry, and map reading.
• Networking and/or IT support certifications (CCNA, Virtual Meeting Support, A+).
• Security certifications, e.g., CompTIA Security+

Hiring Range: The hiring range covers the starting segment of the pay scale, from the entry point up to the first quartile (Q1). Starting pay is determined based on the candidate’s qualifications and experience. Salary Range: The salary range reflects the full pay range for the position, from the minimum rate to the maximum rate. This represents the earning potential employees can achieve over time while in the role.

Serve Your Community, Grow Your Career, and Enjoy Great Benefits:

Up to $3,000 Sign On Bonus may be available.

• Be part of a collaborative, supportive team in a positive work environment
• Make a real impact in the Aspen community through meaningful public service
• Enjoy flexible schedules and a collaborative, supportive team environment
• Access generous paid time off, holidays, and wellness bonuses
• Take advantage of free or discounted transportation around Aspen and the Valley
• Grow your skills with professional development and tuition reimbursement
• Protect your health with medical, dental, vision, and employee assistance programs
• Earn monetary wellness bonuses for healthy lifestyle choices
• Plan for the future with competitive retirement options (Social Security, 401a, 457b, Roth IRA) and life/disability insurance