Technical Support Analyst

Compensation Range

$34.30 - $44.60

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Job Description Summary

The Technical Support Analyst works with internal employees and external customers to provide hardware and software support for a wide range of technology challenges. This position will focus on customer service and technical solutions onsite and in a remote capacity leveraging telephone, e-mail, and in-person interactions. Technical Support Analysts support Weld County staff and citizens using efficient and effective communications during the lifecycle of a request with an emphasis on exceeding expectations. The role will also focus on the Weld County technology enhanced spaces through maintenance, setup, and support of all audio-visual configurations and components.

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Job Description

Open Until Filled

​Technical Support - 70%

• Receive, document, and respond to incoming calls, e-mails, walk-in, and/or off-site support requests.
• Perform detailed analysis, diagnosis, and resolution of complex end-user problems and provide recommendations to implement corrective solutions, including deskside repair as needed.
• Install, configure, test, maintain, and monitor end-user workstations and related hardware and software.
• Utilize and build upon established procedures related to the identification, categorization, prioritization, and resolution of client support requests.
• Develop and document technical resources for use by peers within the established knowledgebase.
• Document asset management changes within the inventory system.

Audio Visual Support - 30%

• Receive and respond to incoming tickets regarding A/V and video conferencing equipment/software issues.
• Perform onsite analysis, diagnosis, and resolution of complex A/V hardware/software problems in the courtroom and recommend and implement corrective solutions.
• Develop long-term strategies and capacity planning to meet future A/V equipment and IT infrastructure technology needs.
• Assist with the procurement and coordination of A/V equipment installation.
• Develop A/V equipment standards and maintain documentation for all instances of A/V and video conferencing equipment.
• Troubleshoot video conferencing systems including Crestron, Cisco, QSC, and Logitech.
• Manage various vendor-based system installations and service issues and investigate new approaches to improve the A/V infrastructure.
• Develop, implement, and maintain policies, procedures, and associated training plans for A/V system administration and appropriate use.
• Provide end-user training to staff on the operation of various A/V and video conferencing technologies.

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Required Qualifications

Preferred Education

• Bachelor's Degree

Experience Qualifications

• 1 year Technical Support / Call Center / Desktop Support and
• 1 year Audio Visual Technology support

Skills and Abilities

• Experienced with the setup and configuration of Windows, Microsoft Office 365 products, and other standard/daily use applications.
• Knowledge of standard desktop and laptop hardware components and associated peripherals.
• Working knowledge of a range of diagnostic and mass deployment utilities.
• Familiarity with the advanced principles of ITIL and PMP.
• Proven track record of understanding and meeting customer expectations through service level agreements.
• Basic understanding of project management principles.
• Strong oral and writing skills. Must be able to interact with multiple groups within the team at many levels.
• Expertise working with varying A/V tools and utilities including Crestron, Cisco, and Logitech.
• Familiarity with CJIS, HIPAA, and PCI policies and procedures.

Licenses and Certifications

• Driver License, Valid and in State Must have and maintain a valid Colorado driver’s license and use of personal, insured vehicle. Dependable transportation and auto insurance, maintained at all times, as required by State law. Required
• CompTIA A+ Certification Preferred
• HDI - Help Desk Institute Preferred
• Information Technology Infrastructure Library (ITIL) Preferred

This position is non-exempt from the minimum wage and overtime requirements of the Fair Labor Standards Act and is therefore eligible for overtime pay.

As an applicant for this position, you should be aware of Senate Bill 19-085, the Equal Pay for Equal Work Act. The act requires employers to announce the pay range for job openings.

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