Technical Support Analyst II

• 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, * Completing your application in full, including the entire work experience section, will assist Human Resources in the applicant screening process. Your application may not be considered if all of the information requested for each employer you list is not provided.

• Applicants may redact information from their resumes, certifications, transcripts, or any other additional application materials that identify the applicant’s age, date of birth, or dates of attendance at or graduation from an educational institution. You will not be penalized for redacting or removing this information.

• We encourage candidates with out-of-state credentials to inquire about expedited processing of Colorado licensing with the Colorado Occupational Credential Portability Program. More information can be found at the Colorado Department of Regulatory Agencies Licensing Portability page

• Our Government Jobs application system does not allow you to edit your application after it has been submitted for a position. If you want to make changes, you may submit another application prior to the position’s closing date and time listed in the job posting. HR will review the last application you submit for a position.

• 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., * 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., The following qualifications are not required, but they are considered desirable. If you possess any of the preferred qualifications, please include specific details in your application. This information may be used to identify a top group of applicants.

• Experience using IT service management tools
• Experience with Microsoft System Center Configuration Manager (SCCM), SharePoint, or Exchange tools
• Experience troubleshooting mobile devices (iOS and Android)