Senior Technical Support Analyst

Salary

$33.91 - $40.71 Hourly

Location

Information Technology - City of Colorado Springs, CO

Job Type

Classified - Full Time

Job Number

2025-17297

Division

Innovation & Technology

Department

Innovation & Technology

Opening Date

08/04/2025

Closing Date

8/19/2025 4:00 PM Mountain

FLSA

Non-Exempt

• Description
• Benefits
• Questions
  
  

Description / Position Overview

Senior Technical Support Analyst

The City of Colorado Springs is ready to welcome a Senior Technical Support Analyst to the IT Department. As a Senior Technical Support Analyst, you will act as the lead technician for the 24x7 Service Desk Team. This position plays a crucial role in ensuring the stability and efficiency of IT services by providing advanced technical support, system administration, and troubleshooting. As a Senior Technical Support Analyst, you will work closely with IT staff and end users, ensuring seamless operations and excellent service delivery. Join us and be a key player in maintaining and improving the City's IT infrastructure!

Benefits Offered

• Paid Time Off: Vacation, Sick, and Holidays
• Medical, Dental and Vision Insurance
• PERA Retirement
• Employee Medical Clinic and Pharmacy
• Wellness Programs, Fitness Classes and Gym Discounts
• Medical Management Programs
• Basic & Voluntary Life Insurance
• Short & Long Term Disability
• Long Term Care
• HRA and Flexible Spending Accounts for Health and Dependent Care
• Read more about our many benefits at: https://coloradosprings.gov/totalrewards
• Pre-Employment Requirement: The background check process for this position includes being fingerprinted. Fingerprints will be used to check the FBI's criminal history records.**
  
  

Job Location: Plaza of the Rockies - 111 S. Tejon St., Colorado Springs, CO 80903

Work Schedule: Monday - Friday, 8:00AM - 5:00PM with opportunity for flexibility, if needed. Full-time, in-office presence is a requirement for this position

Hourly Salary: $33.91 - $40.71

We're an accredited pay equity employer!

Your starting pay will be within the posted hiring range based on your years of experience and education. As an employee with the City of Colorado Springs, there is room to grow! Click this link to view the salary range for this position: 2025 Salary Schedule (Download PDF reader)

As a Senior Technical Support Analyst, You Will

• Service Desk Team Lead: Serve as the lead for the 24x7 Service Desk Team, ensuring full staffing coverage to provide immediate response to key services, including on-call availability and onsite response as needed
• Incident Resolution & Communication: Increase effectiveness and efficiency of the Service Desk through clear communication and documentation. Act independently to resolve tickets, manage multiple priorities, and ensure compliance with IT policies and service level agreements (SLAs)
• System Monitoring & Support: Review system logs and alerts, support network backup, recovery, and archive activities (BURA), and provide Tier-II Service Desk support, including desk-side assistance when needed
• Software & Hardware Support: Install and troubleshoot a variety of software applications in a primarily Microsoft Windows environment, along with some iOS support. Provide customer training and technical assistance for account setup, data backup, and IT service usage
• Security & Compliance: Ensure IT system and data security best practices are followed at all times, escalating security concerns as
• Learn more about this job by reviewing the class specifications on the City of Colorado Springs Class Specifications page
  
  

Knowledge Of

We are looking for candidates who possess:

• Advanced troubleshooting techniques for hardware, software, and networking issues
• ITIL framework and best practices for IT service management
• Windows operating systems, Microsoft Office Suite, and Active Directory
• IT security principles and compliance requirements
  
  

Ability To

• Serve as the team lead in a fast-paced, high-demand IT environment
• Analyze and resolve complex technical issues independently
• Communicate technical concepts clearly to non-technical users
• Work effectively under pressure while managing multiple priorities
• Maintain detailed documentation and follow IT service management procedures.
  
  

Minimum Qualifications

• Equivalent to the completion of the twelfth grade (high school diploma or GED)
• Five years of full-time, professional IT service desk, technical support, or IT related experience in a related field
• Possess upon hire or willingness to obtain within six months of hire, a CompTIA Security certification
  
  

Substitutions: We value a diverse range of qualifications and experiences. Each year of further education can be substituted for each year of relevant work experience, and each year of additional relevant work experience can be substituted for each year of required education. We encourage all to apply!

Preferred Qualifications

The following qualifications are not required, but they are considered desirable. If you possess any of the preferred qualifications, please include specific details in your application. This information may be used to identify a top group of applicants.

• Possess upon hire or willingness to obtain a CompTIA A Certification
• Experience using ITSM tools (such as FootPrints, Cherwell, or Remedy)
• Experience using Microsoft SCCM, SharePoint, and Exchange Tools
• Experience troubleshooting mobile devices (iOS and Android)
• Previous experience in which demonstrates successfully leading or supervising junior members in an IT role
  
  

Additional Information

Please contact Jamie Garcia at Jamie.Garcia@coloradosprings.gov for any questions about this position.

Physical Demands: Exerting up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time.

Environmental Conditions

Frequency

Primary Work Environment

Office Environment

Extreme Temperature

Never

Wetness and Humidity

Never

Respiratory Hazards

Never

Noise and Vibrations

Never

Physical Hazards

Never

Mechanical and/or Electrical Hazards

Never

Exposure to Communicable Diseases

Never

The description above is intended to represent only the key areas of responsibilities; specific job assignments, duties, and environmental conditions will vary depending on the business need of the department and the particular assignment.

Equal Opportunity Employer

The City of Colorado Springs is committed to a culture that values our employees’ unique individual qualities and fosters an inclusive environment where people want to be.

The City of Colorado Springs offers additional compensation depending on the position, area of assignment, and specific job assignments, including shift differential, pay differential, acting or lead, special assignment, hazard pay, longevity, cell phone allowance, uniform allowance, relocation, awards, standby, call out, compensatory time off, tuition, overtime, extra duty, incentive, holiday premium, proficiency, and vacation sell back.

NOTE: This job announcement is not intended to include a complete listing of all responsibilities, knowledge, skills, and abilities associated with the position.

The City does not sponsor applicants for work visas of any kind (including but not limited to F-1, H-1B or TN visas). Applicants must be currently authorized to work in the United States on a full-time basis.

Apply to Join Our Team

• Please visit the City of Colorado Springs Careers page and review our opportunities. Click on Apply button to complete an online application for any position of interest. All job applicants will need to create a new login and online application (unless you already have a Government Jobs user ID and password).
• Completing your application in full, including the entire work experience section, will assist Human Resources in the applicant screening process. Your application may not be considered if all of the information requested for each employer you list is not provided.
• Applicants may redact information from their resumes, certifications, transcripts, or any other additional application materials that identify the applicant’s age, date of birth, or dates of attendance at or graduation from an educational institution. You will not be penalized for redacting or removing this information.
• We encourage candidates with out-of-state credentials to inquire about expedited processing of Colorado licensing with the Colorado Occupational Credential Portability Program. More information can be found at the Colorado Department of Regulatory Agencies Licensing Portability page
• Our Government Jobs application system does not allow you to edit your application after it has been submitted for a position. If you want to make changes, you may submit another application prior to the position’s closing date and time listed in the job posting. HR will review the last application you submit for a position.
  
  

The City's job classifications, including physical demands and descriptions, can be found on the Colorado Springs Class Specifications page

You can view the status of your application on the City of Colorado Springs Careers page.

To be notified of future career opportunities sign up for job alerts on the Job Alerts page.

Working for the City of Colorado Springs is Rewarding!

Please visit the City of Colorado Springs' Total Rewards Site for additional benefits information.

The City of Colorado Springs is a place where people want to come to work each day. We have a culture of excellence, and we strive to provide our employees with the very best overall career experience and Total Rewards. We are proud to offer a comprehensive and competitive benefits program to meet the needs of our employees and their families.

01

What is the highest level of education you have completed?

• Less than high school
• High School diploma or GED
• Associate's Degree
• Bachelor's Degree
• Master's Degree or above
  
  

02

How many years of full-time, professional IT service desk, technical support, or IT related experience in a related field do you possess?

• Less than one year
• One or more years
• Two or more years
• Three or more years
• Four or more years
• Five or more years
• Six or more years
• Seven or more years
• Eight or more years
• Nine or more years
• Ten or more years
  
  

03

Please explain, in written detail, your experience including your role and where you gained your experience.

04

Do you possess or are you willing to obtain within 6-months of hire, a CompTIA Security Certification?

• Yes, I possess a current CompTIA Security Certification
• No, I do not possess a current CompTIA Security Certification, but I am willing to obtain within 6-months of hire
• No, I do not possess a current CompTIA Security Certification
  
  

05

Do you possess a current CompTIA A certification?

• Yes, I possess a current CompTIA A Certification
• No, I do not possess a current CompTIA A Certification, but I am willing to obtain this certification
• No, I do not possess a current CompTIA A Certification, and I am not willing to obtain this certification
  
  

06

Please indicate which of the following you have experience with. Check all that apply:

• Advanced troubleshooting techniques for hardware, software, and networking issues
• ITSM tools (such as FootPrints, Cherwell, or Remedy)
• Microsoft SCCM, SharePoint, and Exchange Tools
• Troubleshooting mobile devices (iOS and Android)
• IT security principles and compliance requirements
• Previous experience in which demonstrates successfully leading or supervising junior members in an IT role
  
  

07

Please explain, in written detail, your experience, including your role and where you gained the experience.

08

Describe in detail why you are the best candidate for this position. Include how you meet the successful candidate description listed in the job announcement and how your accomplishments, qualifications, skills, areas of expertise, etc., make you a good fit for this position.

Required Question

Employer City of Colorado Springs

Address 30 South Nevada Avenue, Suite 301

Colorado Springs, Colorado, 80903

Phone 719-385-5171

Website http://www.coloradosprings.gov