Technical Support Analyst

The City of Arvada is seeking a skilled, service-oriented Technical Support Analyst to deliver innovative and customer-focused Tier II technical support across our organization. In this vital role, you’ll collaborate with a talented IT team to solve complex hardware, software, and network challenges while helping our employees stay productive and connected.

If you’re passionate about delivering high-quality tech support, thrive in a fast-paced environment, and enjoy translating technical solutions into meaningful service, this opportunity is for you. You’ll have the chance to contribute to exciting projects, support a wide range of technologies, and play a key role in keeping the City running smoothly.

Bring your technical expertise, problem-solving mindset, and commitment to exceptional customer service—and help us continue building a smarter, more connected Arvada.

Essential Job Functions

• Provides quality instruction and training to customers on IT supported products.
• Uses technical expertise to research and provides sound recommendations for new software/hardware packages, software upgrades and patches. Works effectively with others to deliver high quality services and support to customers.
• Communicates technical information in a positive and helpful manner to customers with various levels of computer knowledge.
• Works with vendors to expedite repairs and/or replacements for defective hardware to minimize downtime and lost productivity for customers.
• Utilizes service desk management tools to document and manage work order requests and to build a useful knowledge base for IT staff and customers. Writes clear, complete, and easy to understand documentation.
• Makes effective use of various technical resources including vendor support, knowledge bases, technical manuals, online sources, etc., to implement technical solutions and troubleshoot problems.
• Provides a wide range of technical, consultative and administration services related to the use and maintenance of the virtualized computing environment. Makes recommendations on software and hardware used in virtualization, as well as installing, updating, maintaining, and configuring the operating system/applications in a virtualized environment.
• Identifies ongoing issues, areas for improvements or needed adjustments to facilitate continual improvement of job-related tasks and customer satisfaction.
• Provides detailed and methodical standard workstation images and maintains documentation for the creation and updates of those images.
• Uses technical expertise to research and provide sound recommendations for new software packages, software upgrades and patches.
• Creates and maintains applications and workstations using automated deployment tools.
• Manages multiple priorities including daily work and project related tasks.
• Makes a valuable contribution to team objectives.
• Travels to and attends team and organizational meetings, training, events and activities and appropriately and professionally represents the department.

Other Job Functions

• Provides after hours on call IT support on a periodic basis.
• Provides recommendations for service desk budget requests and expenditures.
• Performs other duties as assigned.

Knowledge Skills and Abilities

• Knowledge of ITIL best practices and adherence to ITIL processes implemented by the IT department.
• In depth knowledge of and experience with workstation operating systems, office productivity suite software, and enterprise email system client software as well as the ability to learn and support various business software applications utilized throughout the city.
• Knowledgeable in the use of network management tools used for the creation and maintenance of objects including users and groups, workstations, printers, applications, etc. Skilled in file and directory access management procedures to assist departments in creating and maintaining appropriate security and access to information.
• Strong understanding of network protocols including DNS, DHCP, TCP/IP and Ethernet technologies to troubleshoot network connectivity issues.
• High level of technical competence installing, configuring, maintaining, and supporting computer hardware including desktops, laptops, workstations, mobile devices, printers, scanners, and various other peripherals.
• In-depth knowledge and experience with various computer hardware including Intel-based desktops, laptops, and workstations, mobile devices, and various peripheral devices including printers, scanners and other standard peripherals.
• High level of technical competence installing, configuring, maintaining, and supporting off the shelf and custom workstation software to support customers’ business needs.
• Skilled in the creation and management of users’ network accounts.
• Ability to effectively communicate information, both verbally and in writing, to support organizational objectives and interact with all levels of personnel within the city in a positive and cooperative manner.

Knowledge Skills Abilities Preferred

• Knowledge of virtualization technologies and automated software deployment products for software distribution.

License & Certification

• A valid Colorado driver’s license and acceptable driving record is required.

Education Degree

• Bachelors Degree (BA, BS, BBA)

Education Major

• Information Systems, Technology or related field.

Education Required

• An equivalent combination of education and experience may be considered.

Work Experience Related

• Three (3) or more years relevant experience with workstation, service desk and network support.
• Experience in communicating technical information to all levels of staff.

Work Experience Preferred

• A+, Microsoft,gsuite, HDI, and/or ITIL certifications are a plus.