Senior Technical Support Analyst

 Senior Technical Support Analyst

About the Job: The City of Colorado Springs is ready to welcome a Senior Technical Support Analyst to the Innovation and Technology (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!

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

This position is subject to budget required furloughs to be implemented in the 2026 calendar year.

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Your starting pay will be within the posted hiring range based on your years of experience and education. Click this link to view the salary range for this position: 2026 Salary Schedule

• 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 (iPhone Operating System) 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 
• Other duties as assigned
• Learn more about this job by reviewing the class specifications on the City of Colorado Springs Class Specifications page

We are looking for candidates who possess:

Knowledge of: 

• Advanced troubleshooting techniques for hardware, software, and networking issues

• Information Technology Infrastructure Library (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.

• 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
• Willing and able to obtain within six months of hire, a CompTIA Security+ certification

• Currently possess a CompTIA A+ Certification 
• Experience using ITSM (IT Service Management) tools such as FootPrints, Cherwell, or Remedy
• Experience using Microsoft SCCM (System Center Configuration Manager), 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