IT Support Specialist I or II

Salary : $57,616.00 - $85,550.40 Annually

Location : CO 80027, CO

Job Type : Regular Tier 1

Job Number : 2400060

Department : Information Technology

Opening Date : 04 / 25 / 2024

Overview

The City of Louisville is seeking an IT Support Specialist l or II to join our IT department. The IT Support Specialist works under the general supervision of the Director of Information Technology, the IT Support Specialist l or II supports the end users and devices of the City of Louisville.

This position will also be a dynamic team member for IT project implementations such as new phone systems, computer replacement, security improvements, and many other IT modernization efforts.

In this role, you will provide technical support to our City staff end-users. You will troubleshoot IT issues, and assist with the management of IT infrastructure.

The ideal candidate should have a strong background in IT support and a proven track record of delivering exceptional customer service.

The City of Louisville Information Technology Department is committed to providing the best customer service to our 300 end users as we possibly can.

We are a fun IT team, committed to working hard and having fun while we do it. This is a hands-on position, and the successful candidate will be highly engaged with City staff and vendors at all levels in a quickly evolving, agile, driven environment.

City of Louisville Information Technology collaborates across the organization to provide simple, sustainable, and supportable solutions in a fun and creative environment.

We see our results every day, as our solutions and partnerships impact staff and citizens directly. City of Louisville IT is motivated to assist in the improvement of business processes and we embrace change.

We readily adapt to new challenges. We are committed to learning and growing.

The successful candidate will be hired at the level dependent on their qualifications. IT Support Specialists progress through a career ladder with increasing responsibilities and compensation as they obtain additional experience and certifications.

This job posting is for one position within the IT Department for the City of Louisville. The pay rate in the posting reflects the minimum for a Specialist I and the maximum for a Specialist II.

Please see the information below for ranges for the levels. And Refer to the General Qualifications section for the required experience and education for each level.

Hiring Range : Salary Range :

IT Specialist I : $57,616 - $67,683 IT Specialist I : $57,616 - $77,771

IT Specialist II : $63,377 - $74,464 IT Specialist II : $63,377 - $85,550

The City of Louisville offers the following benefits for all Tier 1 positions :

• Medical, Dental, and Vision Benefits
• Flexible Spending Accounts / Health Savings Account Short and Long Term Disability
• Employee Assistance Program
• Basic Life / Accidental Death & Dismemberment Tuition Assistance
• Learning & Development Opportunities Wellness Program
• Recreation Center Pass
• Retirement Plan 401(a) with employer match
• Paid time off including vacation, sick and 12 holidays

Examples of Duties

The Ideal Candidate will have :

• Strong customer service skills, patience, and a friendly and helpful attitude when dealing with end-users.
• Strong knowledge of computer hardware, software, and network systems. Familiarity with server administration is a plus.
• Ability to work independently on tasks and projects, with less supervision but also be a strong team player
• A degree and / or at least 3 years of technical experience
• Excellent problem-solving skills, attention to detail, and the ability to handle more complex technical challenges.
• Experience with tools in the Microsoft suite such as Intune, Entra, Multifactor Authentication and a strong desire to continue growth in the Microsoft suite

Examples of Duties :

• Provide excellent customer service by performing technical assistance and support for end-users via phone, email, in person for roughly 300 end users across 13 locations across the city.
• Install, configure, and maintain computer systems and peripherals such as phones, laptops, cell phones, tablets etc.
• Create user accounts and manage basic file share permissions for new users.
• During the yearly PC replacement project, partner with departments, partner with vendors, recommend devices, implement, and deploy PC replacements.
• Collaborate with the Senior IT team members to manage and maintain network infrastructure.
• Troubleshoot and resolve network connectivity and security issues.
• Management with user accounts, access control, electronic security, electronic policy, and permissions with Microsoft Active Directory (AD) services and group policy
• Perform system upgrades, patches, and backups.
• Document and maintain detailed records of support activities and solutions.
• Manage users and devices in the Microsoft 365 Suite
• Stay up-to-date with industry trends and technologies and mentor / train other IT staff
• Other duties as assigned to grow and develop your IT skills and support the IT team

General Qualifications

• IT Specialist I :
• Degree in IT or a related field and / or a minimum of 1 year experience in Information Technology that includes work directly with end-user support.

Any equivalent combination of education, certifications, training, and experience may be considered as determined by the City of Louisville

• Experience working in an environment which includes troubleshooting personal computers and mobile devices using Microsoft operating systems, integrated automated systems, and voice / data / image communications.
• Excellent communication skills and customer service skills
• Ability and willingness to work nights and on weekends on occasion
• Effective communication and interpersonal skills and the ability to establish and maintain effective working relationships with all levels of staff and customers.
• Demonstrated ability to keep information confidential.
• Ability to provide information clearly and concisely.
• Ability to multitask and prioritize appropriately.
• Self-starter, go-getter mentality, driven, and ready to give it all you have.
• Certifications in Microsoft, Apple, CompTIA and other technology related certifications are a plus
• IT Specialist II :
• Bachelor's degree in IT or a related field and / or minimum of 3 years of experience in Information technology support that includes work directly with end-users and maintaining an active help desk queue.

Any equivalent combination of education, certifications, training, and experience may be considered.

• Experience working in a Microsoft 365 Environment
• Strong knowledge of computer hardware, software, and network systems.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and as part of a team and resolve problems in a timely manner with a solution focused mindset.
• Strong communication and customer service skills. The customer is your partner mindset.

Knowledge, Skills, and Abilities :

• Effective communication and interpersonal skills and the ability to establish and maintain effective working relationships with all levels of staff and customers.
• Demonstrated ability to keep information confidential.
• Ability to provide information clearly and concisely.
• Ability to multitask and prioritize appropriately.
• Self-starter, go-getter mentality, driven, and ready to give it all you have
• Brings new ideas and concepts to the City as a way of enhancing the City's processes and procedures.
• Proven ability to solve problems and provide solutions.
• Proven ability to make sound decisions

Additional Information

Special License, Registration or Certification Required :

• Must be at least 18 years of age and possess a valid Colorado driver's license with an acceptable driving record.
• Certifications such as Apple, CompTIA, Security+, Network+, Server os or Microsoft certifications are highly desired.

Work Environment : Work is primarily performed in a shared office environment within the IT Department. Frequent travel to other city buildings is required to perform IT related work.

Other Necessary Requirements : If selected for the position a criminal background check and driving record check will be performed and must be passed successfully.

Physical Requirements : Incumbent is regularly required to talk or hear, and is frequently required to use hands to finger, handle, or feel objects, tools, instruments, or controls and reach with hand and arms.

Occasionally required to stand; walk; sit; and stoop, kneel, crouch, or crawl. Must occasionally lift and / or move up to 50 pounds.

May be required to crawl under desks. Specific vision abilities required by this job include distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Equal Opportunity Employer : The City of Louisville offers Equal Opportunity for employment and advancement to all qualified applicants and employees.

It is the City's policy not to discriminate on the basis of race, religion, creed, sex, age, national origin, ancestry or disability unless related to a bona fide occupation qualification.

This policy applies to all aspects of employment and the provision of municipal services. The Human Resources Manager has been designated as the compliance coordinator for persons with disabilities seeking employment and will provide reasonable accommodations for testing and employment to qualified applicants.

A brochure of offered

Please contact City of Louisville office with any questions.

Do you have a degree in Information Technology or a related field?

Briefly explain any experience you have in information technology support that includes working with end-users and maintaining an active help desk queue?

Do you have any technical certifications, if so, which ones?

Do you have a driver's license with an acceptable driving record for the last 3 years? (No major traffic violations).

Required Question