SPR Technical Support Analyst II
SPR Technical Support Analyst II
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Job Description
POSITION SUMMARY
The Technical Support Specialist II plays a critical role in supporting daytoday 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 SPRs technology infrastructure.
The position requires a solid problemsolving 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 customercentric 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 SPRs operational excellence.
This position is located at South Platte Renew.
REPORTING RELATIONSHIPS
Reports to: Business Solutions Supervisor
Direct Reports: None
KEY RESPONSIBILITIES
- Technical Support Services: Receives and responds to incoming calls emails and Technology Service Requests; assists users with desktop operations; provides highquality detailed consultation technical support and troubleshooting with an emphasis on customer satisfaction.
- Systems and Hardware Management: Installs configures tests maintains and troubleshoots enduser workstations and related hardware and software including PCs printers scanners and offtheshelf 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.
- 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 enduser asset database.
- Technology Strategy and Documentation: Creates and maintains documentation training materials installation instructions and disaster recovery materials; recommends and coordinates hardware and software upgrades; evaluates vendorsupplied software packages and makes upgrade recommendations.
- Systems Administration and Support: Assists in the administration and troubleshooting of operating systems software; monitors telecommunication and networkrelated requests; supports audiovisual equipment and coordinates repairs with vendors; provides supplemental support for enterprise and departmentspecific software applications in coordination with IT Operations and Applications teams.
- Vendor and Systems Coordination: Contacts vendors to manage onsite activities and ensures effective vendor support; works with functional system administrators network administrators operations staff and vendors to maintain and support departmentspecific computing solutions.
The listed examples of work are not intended to be allinclusive. They may be modified with additions deletions or changes as necessary. Performs other duties as assigned and required.
CORE COMPETENCIES REQUIRED FOR POSITION
Organization Wide Every employee is accountable to:
- Aligning and demonstrating SPRs organizational vision mission and values.
- Follow the SPR Safe Program policies required trainings and overall engagement.
- Uphold fiscal responsibility through SPRs Procurement policy and procedures.
- Continuously improve the efficiency and effectiveness of the service or product being delivered.
- Value diversity; demonstrate an awareness of differences; demonstrate sensitivity and adapt behaviors and communication to accommodate these differences.
Job Specific Every employee in this position must be able to:
Tech Savvy: Pick up on new technical skills and knowledge quickly and learn new industry company product or technical knowledge.
- Troubleshoots and resolves technical issues efficiently while providing technical support and guidance to users and explaining technical concepts in an easytounderstand manner.
- Anticipated and adopts businessbuilding digital and technology applications.
- Readily learns and adopts new technologies anticipating the impact of emerging technologies and adjusting accordingly.
- Scans the environment for new technical skills knowledge or capabilities that can benefit the business or personal performance.
Managed Complexity: Advanced analytical skills required for researching and troubleshooting.
- Making sense of complex and sometimes contradictory information to solve problems effectively.
- Asks the right questions to analyze situations accurately.
- Acquires data from multiple and diverse sources when solving problems.
- Uncovers root causes to difficult problems.
- Evaluate the pros and cons risks and benefits of different solution options.
Communicate Effectively: Develops and delivers multimode communication that covey a clear understanding of different audiences unique needs.
- Is effective in various communication settings: oneonone small and large groups or among diverse styles and position levels.
- Excellent written and verbal communication skills and attentively listens to others and adjusts approach to fit the audience and the message.
- Provides timely and helpful information to others across the organization.
Customer Focused: Builds strong customer relationships and delivers customercentric solutions.
- Gains insight into customer needs and identifies opportunities that benefit the customer.
- Builds and delivers solutions that meet customer expectations.
- Establishes and maintains effective customer relationships.
QUALIFICATIONS
Education License Certification and Work Experience
- Education: Associates or Bachelors degree in Information Systems Engineering Computer Science or related field preferred.
- Work Experience: A minimum of 3 years of experience supporting and implementing computer systems.
- Certifications and/or Licensures: A Network preferred.
- Required Drivers License: Valid Colorado drivers license and a clear or acceptable MVR.
Knowledge and Skills
- Advanced Knowledge
- PC (desktop and mobile) hardware configuration and troubleshooting
- Internetwork operating systems configuration and troubleshooting
- Windows 10/11
- Microsoft Office
- Server operating system and applicationtier security concepts and techniques.
- Wireless communication technologies
- Active Directory VMware Microsoft IIS DHCP DNS and Certificate Services
- Mobile device best practices and troubleshooting
- Project management
- Knowledge of documenting and using service desk ticketing applications
- Knowledge of IT security best practices for cybersecurity.
- Working Knowledge:
- Network operating system functions and capabilities
- File system administration and backup/restore
- Backup file administration
- Patch management
- Documenting and using service desk ticketing application
- SQL/Relational Database technologies
- Data privacy practices securing desktop and enduser devices IT Policies applicable laws such as PCI CJIS HIPPA etc.
- Cybersecurity
- Switches and various internetworking LAN/WAN communication protocols required.
- AudioVisual hardware
- Security Cameras
- Enterprise AntiMalware technologies
*An equivalent combination of education training and relevant job experience may be substituted.
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS
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 (46 hours daily).
ADVANCEMENT OPPORTUNITIES
This position offers participation in our welldefined 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:
- Senior Technical Support Analyst
- Technical Support Administrator
SALARY RANGE
$57600 $86400/Annual Salary
BENEFITS
The City of Englewood offers a comprehensive benefits package to eligible fulltime employees including paid time off holidays medical dental and vision.
APPLICATION DEADLINE
Monday May 26th 2025
Required Experience:
IC
Employment Type
Full-Time
