Customer Success Specialist I

The City and County of Broomfield IT Department’s purpose is to strengthen trusted partnerships with our community that guide innovative, secure, and sustainable technology solutions.

Do you want to be part of a high-achieving IT team? The IT team at the City and County of Broomfield is a tight-knit group and we're passionate about what we do. If you thrive on providing exceptional customer service, flexing your technical skills, and working collaboratively with a highly motivated team, then the Customer Success Specialist I position may be right for you. The Customer Success Specialist I is able to provide tier I technical support to the employees of the City and County of Broomfield, provide excellent customer service, and resolve/escalate incidents to the appropriate team members in a timely manner. 

About Us: 

The IT department is made up of 42 staff in 6 divisions (GIS, DevOps, Customer Success, Project Management, Cybersecurity, and Administration) and is responsible for guiding and governing City and County technology focused on business solutions, reliability, innovations, and customer satisfaction. The department is responsible for providing:

• Strong leadership and vision to support the technology goals and objectives of a diverse, growing community based on solid partnerships with departments

• Reliable and secure infrastructure 

• Responsive and knowledgeable support for business and enterprise technology systems, network services, and desktop support services

• Protection of the confidentiality and preservation of the integrity of the City’s data 

• Robust and scalable telecommunications systems

• Robust GIS environment that allows users to organize, visualize, and analyze different layers of data

The IT leadership team fosters and encourages employee development and growth; offers a flexible, hybrid work schedule; provides a cooperative, collaborative, and FUN team environment; and appreciates and celebrates the team’s accomplishments.

The Customer Success Specialist I Position

City and County of Broomfield Total Compensation Package

Working Hours/Location:

• Monday-Friday 9am-6pm

• 24x7 on-call rotation

• 80% in-office work and 20% work from home or approved remote work location

Anticipated Hiring Timeline:

• Application Review: 4/1/2025

• Video Screening Interview: 4/7/2025

• Virtual Panel Interview: 4/14/2025

• Finalist Interview Onsite: 4/21/2025

• Projected start date: 4/30/2025

CST I Responsibilities Include: 

• Perform tier-I PC hardware, peripheral, and software support in a network environment

• Provide dedicated in-person and over-the-phone IT support to the City and County of Broomfield employees

• Provide routine call and incident triage, logging, and classification.

• Manage and book in-person appointments for mobile device provisioning and general hardware troubleshooting

• Provide initial, quick resolution to routine incidents (e.g password resets)

• Resolve calls within target guidelines before escalating to the appropriate level/team

• Record accurate information regarding the problem or incident; use judgment to make an initial assessment of the classification level to be assigned to the problem

• Identify potential solutions or refer the issue directly to level two or level three support staff 

• Provide 24x7 support via an on-call rotation

The Ideal Candidate: 

• Exemplary high level of customer service skills

• Excellent relationship-building skills with internal teams and external partners 

• Eagerness to continually learn, adapt, and improve

• Excellent written and verbal communication skills and ability to work with a highly diverse set of customers

• Basic knowledge of Google and Windows operating environments

• Basic knowledge of common personal computer software programs including, but not limited to:

  • Google Workspace applications, Microsoft Office applications

• Basic knowledge of PC hardware components and hardware troubleshooting

(The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities and neuro-differences to perform the essential functions.)

• The noise level in the environment is moderate.  

• Work is generally scheduled Monday through Friday although special needs may require Saturday, Sunday, holiday and evening hours.  

• May be exposed to the risk of electrical shock if proper safety and operating procedures are not followed.  

• While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.  

• Occasionally required to reach with hands and arms, and stoop, kneel, crouch, or crawl.  Physical demands are described as light (exert up to 20 lbs. of force occasionally and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects.)

• Daily tasks may require sitting at a computer for several hours.  

• Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus, color vision, and peripheral vision.

Salary : $52,395 - $70,866