<p>POSITION SUMMARY</p> <p>The Technical Support Specialist II plays a critical role in supporting day-to-day operations at South Platte Renew (SPR). This position combines technical expertise in user support, hardware/software troubleshooting, and system configuration to ensure the efficient functioning of SPR's technology infrastructure.</p> <p>The position requires a solid problem-solving capacity and technical understanding to support and train users on PCs, computer applications, telephone systems, and other critical technologies. The Technical Support Analyst II will analyze user needs, identify appropriate hardware/software solutions, configure systems, and resolve technical challenges while maintaining a customer-centric approach. This position receives general direction from the Business Solutions Supervisor at SPR and works closely with the City of Englewood (COE) IT staff. The role demands the ability to work both independently and collaboratively, delivering superior, respectful customer service that supports SPR's operational excellence.</p> <p>This position is located at South Platte Renew.</p> <p>REPORTING RELATIONSHIPS</p> <p>Reports to: Business Solutions Supervisor</p> <p>Direct Reports: None</p> <p>KEY RESPONSIBILITIES</p> <ul> <li>Technical Support Services: Receives and responds to incoming calls, emails, and Technology Service Requests; assists users with desktop operations; provides high-quality, detailed consultation, technical support, and troubleshooting with an emphasis on customer satisfaction. </li><li>Systems and Hardware Management: Installs, configures, tests, maintains, and troubleshoots end-user workstations and related hardware and software, including PCs, printers, scanners, and off-the-shelf software packages. Performs desktop functions to ensure timely and accurate service delivery. Utilizes automated deployment tools for software patches and PC deployments; monitors system configuration to ensure data integrity. </li><li>Inventory and Asset Management: Maintains supply and parts inventories; updates inventory mechanisms under evaluation for deployment; provides reports on license and hardware usage; writes technical specifications for purchasing PCs, hardware, and related products; manages and maintains the accuracy of the end-user asset database. </li><li>Technology Strategy and Documentation: Creates and maintains documentation, training materials, installation instructions, and disaster recovery materials; recommends and coordinates hardware and software upgrades; evaluates vendor-supplied software packages and makes upgrade recommendations. </li><li>Systems Administration and Support: Assists in the administration and troubleshooting of operating systems software; monitors telecommunication and network-related requests; supports audio-visual equipment and coordinates repairs with vendors; provides supplemental support for enterprise and department-specific software applications in coordination with IT Operations and Applications teams. </li><li>Vendor and Systems Coordination: Contacts vendors to manage on-site activities and ensures effective vendor support; works with functional system administrators, network administrators, operations staff, and vendors to maintain and support department-specific computing solutions. </li></ul> <p>The listed examples of work are not intended to be all-inclusive. They may be modified with additions, deletions, or changes as necessary. Performs other duties as assigned and required.</p> <p>CORE COMPETENCIES REQUIRED FOR POSITION</p> <p>Organization Wide - Every employee is accountable to:</p> <ul> <li>Aligning and demonstrating SPR's organizational vision, mission, and values. </li><li>Follow the SPR Safe Program - policies, required trainings, and overall engagement. </li><li>Uphold fiscal responsibility through SPR's Procurement policy and procedures. </li><li>Continuously improve the efficiency and effectiveness of the service or product being delivered. </li><li>Value diversity; demonstrate an awareness of differences; demonstrate sensitivity and adapt behaviors and communication to accommodate these differences. </li></ul> <p>Job Specific - Every employee in this position must be able to:</p> <p>Tech Savvy: Pick up on new technical skills and knowledge quickly and learn new industry, company, product, or technical knowledge.</p> <ul> <li>Troubleshoots and resolves technical issues efficiently, while providing technical support and guidance to users and explaining technical concepts in an easy-to-understand manner. </li><li>Anticipated and adopts business-building digital and technology applications. </li><li>Readily learns and adopts new technologies, anticipating the impact of emerging technologies and adjusting accordingly. </li><li>Scans the environment for new technical skills, knowledge, or capabilities that can benefit the business or personal performance. </li></ul> <p>Managed Complexity: Advanced analytical skills required for researching and troubleshooting.</p> <ul> <li>Making sense of complex and sometimes contradictory information to solve problems effectively. </li><li>Asks the right questions to analyze situations accurately. </li><li>Acquires data from multiple and diverse sources when solving problems. </li><li>Uncovers root causes to difficult problems. </li><li>Evaluate the pros and cons, risks, and benefits of different solution options. </li></ul> <p>Communicate Effectively: Develops and delivers multi-mode communication that covey a clear understanding of different audiences unique needs.</p> <ul> <li>Is effective in various communication settings: one-on-one, small, and large groups, or among diverse styles and position levels. </li><li>Excellent written and verbal communication skills, and attentively listens to others and adjusts approach to fit the audience and the message. </li><li>Provides timely and helpful information to others across the organization. </li></ul> <p>Customer Focused: Builds strong customer relationships and delivers customer-centric solutions.</p> <ul> <li>Gains insight into customer needs and identifies opportunities that benefit the customer. </li><li>Builds and delivers solutions that meet customer expectations. </li><li>Establishes and maintains effective customer relationships. </li></ul> <p>QUALIFICATIONS</p> <p>Education, License, Certification, and Work Experience</p> <ul> <li>Education: Associates or Bachelor's degree in Information Systems, Engineering, Computer Science or related field, preferred. </li><li>Work Experience: A minimum of 3 years of experience supporting and implementing computer systems. </li><li>Certifications and/or Licensures: A+, Network+ preferred. </li><li>Required Drivers License: Valid Colorado driver's license and a clear or acceptable MVR. </li></ul> <p>Knowledge and Skills</p> <ul> <li> <p>Advanced Knowledge</p> </li><li> <p>PC (desktop and mobile) hardware configuration and troubleshooting</p> </li><li> <p>Inter-network operating systems configuration and troubleshooting</p> </li><li> <p>Windows 10/11</p> </li><li> <p>Microsoft Office 365, 2016, 2019</p> </li><li> <p>Server operating system and application-tier security concepts and techniques.</p> </li><li> <p>Wireless communication technologies</p> </li><li> <p>Active Directory, VMware, Microsoft IIS, DHCP, DNS, and Certificate Services</p> </li><li> <p>Mobile device best practices and troubleshooting</p> </li><li> <p>Project management</p> </li><li> <p>Knowledge of documenting and using service desk ticketing applications</p> </li><li> <p>Knowledge of IT security best practices for cybersecurity.</p> </li><li> <p>Working Knowledge:</p> </li><li> <p>Network operating system functions and capabilities</p> </li><li> <p>File system administration and backup/restore</p> </li><li> <p>Backup file administration</p> </li><li> <p>Patch management</p> </li><li> <p>Documenting and using service desk ticketing application</p> </li><li> <p>SQL/Relational Database technologies</p> </li><li> <p>Data privacy practices, securing desktop and end-user devices, IT Policies, applicable laws such as PCI, CJIS, HIPPA, etc.</p> </li><li> <p>Cybersecurity</p> </li><li> <p>Switches and various inter-networking LAN/WAN communication protocols required.</p> </li><li> <p>Audio-Visual hardware</p> </li><li> <p>Security Cameras</p> </li><li> <p>Enterprise Anti-Malware technologies</p> </li><li> <p>An equivalent combination of education, training and relevant job experience may be substituted.</p> </li></ul> <p>WORKING CONDITIONS AND PHYSICAL REQUIREMENTS</p> <p>Work is performed in a standard office environment, requiring sitting for extended periods of time, and occasional medium lifting (up to 30 lbs.). Job requires visual and physical capabilities to perform data entry, filing, and to work on computers and associated equipment for prolonged periods of time (4-6 hours daily).</p> <p>ADVANCEMENT OPPORTUNITIES</p> <p>This position offers participation in our well-defined career progression program, providing clear pathways for professional growth and development. As part of this program, employees have the opportunity to advance through the following positions:</p> <ul> <li>Senior Technical Support Analyst </li><li>Technical Support Administrator </li></ul> <p>SALARY RANGE</p> <p>$57,600 - $86,400/Annual Salary</p> <p>BENEFITS</p> <p>The City of Englewood offers a comprehensive benefits package to eligible, full-time employees including paid time off, holidays, medical, dental, and vision.</p> <p>APPLICATION DEADLINE</p> <p>Monday, May 26th, 2025</p>