Technical Support Specialist

About the Position

The Technical Support Specialist is responsible for providing technical support and maintaining endpoint devices for all departments of the City, including Police, Fire, Parks, City Council, etc. This position is a mixture of phone support, hands‑on support, and projects, so no two days are the same. Examples of projects include annual hardware refreshes and the setup of new city buildings.

The Tech Desk is part of the Information Technology division within the Management Services Department. The team has 7 members: 5 Technical Support Specialists, a Desktop Administrator, and is supervised by the Technical Support Engineer. It works with all members of the organization to support and maintain the technology they use to serve the community.

The ideal candidate is a self‑starter who takes initiative to learn. Strong communication skills, a positive attitude, and a team‑oriented mindset are a must. The ability to troubleshoot, think outside the box, and know when to ask for help from teammates will contribute to success in this role.

• Answers customer calls, voicemail, and emails; gathers appropriate data, analyzes problem situations, and takes appropriate action to resolve problems or escalates with time frames determined by IT management.
• Provides support for PC hardware, laptops, mobile computers, operating systems, printers, peripherals, phones, and desktop applications; works directly with users to resolve computer and phone‑related issues.
• Creates, tests, and documents operating, installation, troubleshooting, and maintenance procedures for desktop computers, laptops, and phone systems.
• Maintains software and hardware inventory management system, including physical inventory of assigned assets; reads and documents City asset tags, serial numbers, make and model of devices.
• Researches, tests, and evaluates computer equipment and application products for new/upgrades of hardware and software.
• Creates, updates, and closes Service Requests and other problem‑resolution tickets within time frames determined by IT management.
• Interfaces with users, vendors, and management.
• May serve as liaison between user departments, Budget and Purchasing in procuring computer equipment or services.
• Follows processes for the creation and maintenance of voicemail and network accounts.
• Works at after‑hours events and on an on‑call rotation schedule.
• Performs other duties as assigned.

Education/Experience

Associate’s degree in Computer Science or a related field from an accredited college or university; two years’ experience troubleshooting and maintaining desktop systems and peripherals. Equivalent combinations of education and experience may be considered.

Licensing/Certification Requirements

Certifications in CompTIA A+ and current Microsoft operating systems preferred. May need the ability to travel to various locations in a timely manner as the job requires.

Knowledge, Skills, and Abilities

• Knowledge of the policies, procedures and goals of the City of Thornton and the department.
• Knowledge of the principles and practices of quality customer service.
• Knowledge of the general operations of various City departments.
• Knowledge of computer hardware and software, and diagnostic methods and techniques.
• Skill in utilizing equipment used in desktop systems, laptops, and peripherals.
• Skill in assisting users with basic and complex computer issues on the telephone and in person.
• Skill in setting up, inventorying, monitoring, administering, identifying, diagnosing, and fixing desktop computer systems.
• Skill in keeping current on diverse equipment and software in use.
• Skill in MS operating systems and Office products.
• Skill in time management, critical thinking, and problem‑solving.
• Ability to provide effective training for employees.
• Ability to work with users diplomatically and skillfully.
• Ability to interpret, understand, and comply with manuals, regulations, standards, and guidelines.
• Ability to listen well and communicate effectively orally and in writing with various audiences.
• Ability to establish and maintain effective working relationships with City employees, vendors…