Technical Support Analyst

Weld Sheriff; Greeley (CO); Hybrid; USD 48,216 - 61,992; Full time

Job summary

Weld County Government is seeking a Technical Support Analyst to deliver onsite IT support for laptops, desktops, and cellular devices. You will diagnose problems, document assets, and escalate complex issues while collaborating with IT directors and vendors to ensure timely resolutions.

The role includes 75% hands-on support and 25% project work, with a strong emphasis on customer service, cybersecurity, and knowledge sharing across the IT team.

Qualifications

• Bachelor's degree or 4 years in technical support/help desk.
• 1 year technical support, help desk, or desktop support experience.
• Experience with Windows, Office 365, and common desktop hardware.
• Knowledge of ITIL, PMP basics, and service level agreements.
• Ability to communicate clearly with customers and teams.

Responsibilities

• Provide onsite technical support and device setup for laptops, desktops, and cell phones.
• Diagnose and resolve end-user issues, escalate to SMEs as needed.
• Document issues, asset changes, and knowledge resources in the KB.
• Support projects and cybersecurity initiatives; contribute to training.
• Coordinate in-person meetings and training with county personnel and vendors.

Skills

Windows configuration

Office 365

Hardware fundamentals

ITIL knowledge

Customer service SLA knowledge

Project basics

Communication skills

CJIS/HIPAA/PCI policies

Driver's license

Education

Bachelor's degree or 4 years technical support

Tools

Mass deployment utilities

Job description

## Technical Support AnalystApplylocations: Greeley, COtime type: Full timeposted on: Posted 2 Days Agojob requisition id: JR102569## Compensation Range$34.99 - $45.49--## Job Description SummaryThis Information Technology Technical Support Center (TSC) Analyst is a dual purpose, onsite position responsible for delivering high quality technical support, onboarding and offboarding processing, cellular device management and issue escalation oversight. This role requires daily face-to- face interaction, organizational and communication skills along with advanced decision-making. The position will provide daily onsite setup, configuration and support for various hardware resources, including laptops, desktops and cellular devices. The role coordinates and executes in-person meetings, training and support experiences with IT directors, county personnel and vendors to ensure high‐priority and complex technical issues are addressed in a timely, accurate, and customer‐focused manner to ensure resolution and continuous improvement of IT customer service delivery.--## Job Description**Technical Support - 75%*** Daily commitment as a service-focused, knowledgeable, and reliable client support professional.* Perform detailed analysis, diagnosis, and resolution of complex end-user problems and provide recommendations to implement corrective solutions, including deskside repair as needed.* Receive, document, and respond to incoming calls, e-mails, walk-in, and/or off-site support requests.* Utilize and build upon established procedures related to the identification, categorization, prioritization, and resolution of client support requests.* Install, configure, test, maintain, and monitor end-user workstations and related hardware and software as required.* Escalate complete problems for assistance through subject matter experts as needed.* Develop and document technical resources for use by peers within the established knowledgebase.* Document asset management changes within the inventory system.**Project - 25%*** Participate in and support ongoing projects as requested.* Support ongoing cybersecurity initiatives and topics.* Communicate project information to TSC staff for training and feedback.* Identify additional opportunities to engage with and support ongoing changes in technologies.--## Required Qualifications**Required Education*** Bachelor's Degree or 4 years Technical Support/Help Desk**Required Experience*** 1 year Technical Support / Call Center / Desktop Support**Skills and Abilities*** Experienced with the setup and configuration of Windows, Microsoft Office 365 products, and other standard/daily use applications. (High proficiency)* Knowledge of standard desktop and laptop hardware components and associated peripherals. (High proficiency)* Working knowledge of a range of diagnostic and mass deployment utilities. (Medium proficiency)* Familiarity with the advanced principles of ITIL and PMP. (Medium proficiency)* Proven track record of understanding and meeting customer expectations through service level agreements. (High proficiency)* Basic understanding of project management principles. (Medium proficiency)* Strong oral and writing skills. Must be able to interact with multiple groups within the team at many levels. (High proficiency)* Familiarity with CJIS, HIPAA, and PCI policies and procedures. (Medium proficiency)* Candidate must pass criminal background check prior to employment start date.**Licenses and Certifications*** DL NUMBER - Driver License, Valid and in State Must have and maintain a valid Colorado driver’s license and use of personal, insured vehicle. Dependable transportation and auto insurance, maintained at all times, as required by State law. Required* CompTIA A+ Certification Preferred* HDI - Help Desk Institute Preferred* Information Technology Infrastructure Library (ITIL) Preferred* Driving is essential in this position.* Candidate must have a valid Driver’s License and Liability Insurance Upon Hire Required* Candidate must pass a Motor Vehicle Record (MVR) evaluation and if hired, will be subject to continuous monthly MVR monitoring and random drug screens throughout employment. Upon Hire Required* Pre-employment substance screening is required for this position.* Candidate must pass a background check per requirements.* This position is subject to a pre-employment drug screening. Employment is contingent upon successfully passing the screening in accordance with Weld County policy.--Use the link below to get a closer look at the generous benefits offered:https://www.weld.gov/Government/County-Information/Join-Our-Team/Employee-Benefits--Weld County is an equal employment opportunity employer. We ensure that all employment practices are conducted without regard to race, color, religion, sex, national origin, age, disability status, marital status, sexual orientation, gender identity or expression, genetic information, protected veteran status or any other protected status in accordance with federal, state, and local laws. Weld County pledges to uphold a work environment free from discrimination and harassment, promoting fairness and dignity for all employees. We actively take affirmative action to comply with nondiscrimination policies and invite qualified individuals in need of reasonable accommodations to contact our Human Resources Department at [e-mail] or [phone].### Weld County GovernmentSo many elements of Weld County make us an employer of choice. Community support and impact, a place to make a difference, team unity, career growth and development, being valued, empowerment and so much more is what you will discover as an employee of Weld County. We invite you to explore joining Team Weld, a winning team!The benefits of working for Weld County extend far beyond simply earning a paycheck. There's something for everyone here at Weld County - active and healthy living opportunities, a variety of medical plans to choose from, retirement options and plenty of paid time off to spend with family and friends. We’re excited to have you consider a career with Weld County Government!### Our BenefitsWe offer generous benefits for full-time, regular employees (30+ hours/week) and part time (20-29 hours/week) which include but not limited to:* **Health, Dental and Vision*** **Employer Contributed HSA*** **Medical Clinic*** **Paid Holidays*** **Paid Vacation*** **Paid Sick Leave*** **Wellness Program*** **County Retirement*** **PERA (Health Department only)*** **457 Retirement Plan*** **401(k) Retirement Plan*** **Training & Development*** **Tuition Stipend*** **And more!**Use the link below to get a closer look at the benefits offered:https://www.weld.gov/Government/County-Information/Join-Our-Team/Employee-Benefits