Description / Position Overview

• Builds operating system images by gathering application needs from departments, ensuring images stay consistently updated
• Disposes of equipment including ensuring all hard drives are deleted to standards; picks up users' equipment promptly; documents disposal of equipment; and delivers to the disposal site
• Ensures the customer’s desktop or laptop is replaced, imaged, and configured according to schedule; coordinates delivery and set up with customer; ensures computer or laptop is properly functioning; and retrieves old equipment, and updates records
• Repairs computer software to include component replacement within a computer; software installations; replacement of an entire computer system; user profiles backups and restores; and works with vendors to get replacement parts or warranty replacements
• Assists walk-in customers by answering user questions; showing users how to perform a specific operation; and quickly solving user problems
• Log all customer contacts into the ITSM (IT Service Management) tool
• Remotely troubleshoot computers, applications, printers, and peripherals
• Use individual experience and documented incident and request models for resolution or escalation of all tickets
• Contribute to the Knowledge Management System by documenting incident and request models and identifying models needed from other teams within IT
  Remotely repair and install software
• Perform backups and transfers of user profiles
• Manage accounts within Active Directory, Microsoft Exchange, and other City specific applications
• Support and configure cell phones using mobile device management software Escalate incidents and requests that cannot be resolved to the next tier of support, documenting all steps taken
• Handle customer inquiries and escalate to the supervisor as appropriate Ensure proper IT system and data security is always practiced

• Microsoft Office focusing on Word, Excel, and PowerPoint
• Active Directory Users and Computers
• Microsoft Exchange Console
• Remote connectivity tools (remote desktop, remote assistance, Remote Control Viewer)
• Microsoft Edge/Google Chrome/Mozilla
  workstation and peripheral hardware troubleshooting; anti-virus tool operations
  basic SaaS connectivity
  software licensing; and VPN connectivity and client troubleshooting
• ITSM tools (Cherwell) and processes
• Microsoft System Center Configuration Manager (SCCM)
• Back-Up/Recovery Solutions (CommVault)
• Basics of TCP/IP, DHCP, and DNS
• SharePoint; mobile device support (iOS & Android); network shares and enterprise print servers operations
• Multi-vendor environments
• Pertinent federal, state, and local government regulations

• Work independently, using all available resources, to resolve tickets and ensure service delivery
• Provide accurate, professional, and timely documented updates to all assigned tickets
• Follow and execute documented and approved policies, processes, and procedures
• Operate in an ITSM, specifically ITIL (IT Infrastructure Library)-based, environment
• Establish and maintain effective working relationships in a dynamic team environment
• Communicate clearly, concisely, and effectively, by phone and in writing Handle difficult situations and customers

Successful candidates will have

• Equivalent to the completion of the twelfth grade (high school diploma or GED) with specialized training related to IT
• One year of full-time experience in technical support for IT
• Possess, or obtain within six months of hire Comptia Security CE certification

Ideal candidates will also have

• Three years of experience working on an Enterprise Service Desk performing Tier I support
• Possess Help Desk Institute, Microsoft Certified Solutions Associate (Windows 10 or 11,Server 2012 or 2016) and ITIL Foundation certifications

Additional Information

• Please visit City of Colorado Springs Careers page and review our opportunities. Click on Apply button to complete an online application for any position of interest. All job applicants will need to create a new login and online application (unless you already have a Government Jobs user ID and password).
• 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.
• 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.