IT Technical Support Administrator ll

It’s a great time to join the City of Boulder!

Application Deadline

February 18, 2025

Compensation Details

Full Pay Range

58,156.80 - 84,406.40

Generally, the hiring range is from the minimum up to 80% of the range.This is a full-time salaried position.

Scheduled Weekly Hours

40

Benefit Eligibility Group

Non Union (30 Hours)

Locate the Benefit Eligibility Group value on the Employee Benefit Eligibility document to identify the benefits offered for this job.

Job Description Summary

Under general supervision, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting and supporting of computing hardware, operating systems, software applications, peripherals, and communicating devices for the entire organization. Advises Device Support Supervisor in developing standards and I/T processes for workstation configuration in a client/server and web services environment. Participates in the use of systems management tools to efficiently support and maintain the workstation environment. Evaluates and performs analysis of complex applications relating to workstation operating systems, software applications, interaction with the network, and automated tools. Performs a variety of project tasks and requires good communication skills with the ability to work with users diplomatically and skillfully with a strong customer service ethic. Exercises judgment and decision making in the diagnosis and resolution of computer and hardware problems.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Troubleshoot/analyze/solve Windows-based computer workstation problems using a variety of systems management tools and techniques.  Daily interaction with customers (City of Boulder employees) in solving workstation problems and answering questions. 
• Provides extensive support of mobile devices such as Tablet PC’s (Microsoft Surface, iPad), SmartPhones (iPhone/Windows/Android) and remote/mobile Laptops.  Implements standards in their configuration, setup, security and on-going support. 
• First level support on O365 products and services (OneDrive, Exchange Online, MS Teams, ETC) 
• Consults and interacts with customers and maintains a high level of customer service. 
• Performs daily monitoring of service tickets and ensures work is being completed in a timely manner while maintaining high levels of communications with the customer until the work is completed to the customers’ satisfaction. 
• Helps establish computer workstation standards including firmware, operating systems, and software versions, while coordinating these standards with other IT Infrastructure Services System Administrators, Network Planners and the Device Support Supervisor. 
• Performs workstation maintenance in accordance with citywide standards and methods including installation, configuration, maintenance and troubleshooting using software packets and imaging tools. 
• Participates in the review and evaluation of equipment and software alternatives for departments/users and recommends solutions. Assists with hardware/software purchases and coordinates installation and upgrades. 
• Maintains fixed asset inventory information for personal computer equipment and software licensing using systems management tools (e.g. SCCM). 
• Deploys client side of software for client/server desktop application systems across the citywide network using automated deployment technologies.  
• Implements department workstation standards, maintenance procedures and operational procedures.  Documents profiles and department procedures. 
• Assists with the training of users on standard City software, hardware and their operation. 
• Performs related duties as required by management to meet the needs of the City. 
• Maintains and develops professional skills through ongoing training and career development.  This is accomplished by self-study, classroom training, and industry seminars and workshops. 
• Performs related duties as required to meet the needs of the city. 
• Takes proper safety precautions to prevent accidents.  Responsible for the safety of self, others, materials, and equipment.  Uses all required safety equipment and follows all safety regulations, policies and procedures.  Reports all accidents and damage to city property. 
• Know and comply with all city and department policies; participate in professional trainings and development; and adhere to attendance and workplace attire policies. 
  
  

Minimum Qualifications

• Ability to multitask and establish/follow-through on the prioritization of user requests with limited direction.
• Ability to demonstrate experience with automated help or service desk applications. 
• Ability to work well under pressure with minimal supervision. 
• Knowledge or experience with Windows operating systems. 
• Knowledge or experience with computer workstation software applications (word processing, spreadsheets, and database applications) and office automation products. 
• Skilled in excellent communication, customer service and project management ability. 
• Valid Driver’s License and ability to maintain an acceptable motor vehicle record. Use of personal vehicle (mileage will be reimbursed). 
• Have and maintain acceptable background information, including criminal conviction history, motor vehicle record and credit history.  
  
  

Preferred Qualifications

• Experience with Windows operating systems
• Experience with iOS operating systems
• Experience with service desk software applications
• Experience with computer workstation software applications
• Experience with Microsoft Office 365 solutions
• Experience with tools and software used in workstation problem solving
• Experience with image scanning and geographical information systems (GIS)
  
  

Required Education And Experience

• Associate degree in computer science, business administration, or a related field. Four (4) years of related experience may substitute for the education requirement.
• Four (4) years of experience in an information technology environment.
  
  

SUPERVISION

Supervision Received: Technical Support Supervisor

Supervision Exercised: None

Working Conditions And Requirements

• Physical and mental effort: Sufficient clarity of speech and hearing or other communication capabilities that permits the employee to communicate effectively on the telephone and in person.  Sufficient vision or other powers of observation that permits the employee to review, evaluate and prepare a variety of written documents and materials.  Sufficient manual dexterity that permits the employee to operate computer equipment and other office equipment.  Sufficient personal mobility and physical reflexes, which permits the employee to work in an office setting as well as the ability to walk on uneven surfaces and sometimes difficult terrain.  Work may include extended periods of time viewing a computer video monitor and/ or operating a keyboard.  Ability to work under stress from demanding deadlines, public contact, and changing priorities and conditions.  Upper body strength to lift and carry supplies and equipment.
• Work environment: Works primarily in a clean, comfortable environment.  Works in a setting subject to continuous interruptions and background noises.
• Machines and equipment used: Frequently uses standard office equipment including personal computers and telephones.
  
  

Additional Job Description

Last updated: February 6, 2025

The City of Boulder is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected statute. For individuals with disabilities who would like to request an accommodation, please send a request to riskmanagement@bouldercolorado.gov.