Larimer County’s IT Device Services team is seeking a Senior Technical Support Specialist to deliver advanced, customer-focused help across enterprise technologies and equipment lifecycle management. This onsite role supports County employees through complex troubleshooting, timely issue resolution, and participation in cross-functional technology initiatives.
Role Summary
In this full-time, in-office position, you will provide advanced technical support, diagnose and resolve hardware, software, and peripheral issues, and coordinate work related to technology implementations, upgrades, and equipment replacements. You will also serve as a technical resource to team members by sharing knowledge, contributing to support documentation, and helping improve service delivery.
Key Responsibilities
- Provide professional, responsive, customer-focused technical support to County employees by communicating clearly, managing expectations, taking ownership of issues, and ensuring timely follow-through and resolution.
- Diagnose and resolve complex hardware, software, and peripheral issues using advanced troubleshooting techniques, diagnostic tools, and remote support technologies.
- Troubleshoot wireless connectivity, network access, and performance issues, performing initial diagnostics and collaborating with Infrastructure teams when advanced network configuration or administration is needed.
- Troubleshoot and maintain analog and VoIP phones, communication equipment, video conferencing technologies, and integrated audio/visual systems.
- Assist with software installations, upgrades, system maintenance, licensing compliance, and administration of supported technology services to support reliability, security, and functionality.
- Plan and participate in technology implementations, equipment replacements, system upgrades, and cross-functional projects with County departments, IT teams, and external vendors.
- Support equipment lifecycle management, including inventory accuracy, purchasing, hardware and software standards, and technology replacement planning.
- Research and recommend hardware, software, and technical solutions based on customer needs, compatibility, performance requirements, and County technology standards.
- Serve as a technical resource by assisting team members, sharing knowledge, developing support documentation, and collaborating with IT teams on complex issue resolution.
- Work on cross-functional teams implementing automated solutions, and may act as a subject matter expert for the support and training perspective in development and software implementation efforts.
- Present and update project status and/or solutions to team members, management, and supervisors.
Required Qualifications
- Five (5) years of experience in information systems and technology, a directly related field, or in the performance of similar duties and responsibilities.
- Associate’s degree, or an equivalent combination of education and/or experience in Business Administration, Computer Science, Engineering, Electronics, or Information Systems (related education or experience may be substituted on a year-for-year basis).
- Customer Service Excellence: strong interpersonal and communication skills with the ability to provide professional, responsive, solution-oriented support while maintaining positive customer relationships.
- Technical Troubleshooting: strong analytical and diagnostic skills to identify, investigate, and resolve complex hardware, software, connectivity, and technology-related issues.
- Broad Technical Knowledge: familiarity with enterprise IT environments, including Windows operating systems, computers, peripherals, networking fundamentals, wireless connectivity, telecommunications, and audio/visual technologies.
- Problem-Solving and Critical Thinking: ability to evaluate technical challenges, identify practical solutions, apply sound judgment, and make informed recommendations.
- Collaboration and Teamwork: ability to work effectively with colleagues, other IT teams, County departments, and external vendors.
- Technical Leadership and Mentorship: willingness to share knowledge, provide technical guidance, support peers, and contribute to a positive and collaborative team environment.
- Organization and Project Coordination: ability to manage competing priorities, coordinate technical activities, maintain accurate documentation, and contribute to projects while meeting established deadlines.
- Adaptability and Continuous Learning: initiative to stay current with evolving technologies and adapt to changing organizational needs.
- Accountability and Initiative: ownership of assigned work, follow-through on commitments, proactive identification of improvement opportunities, and maintenance of a high standard of service.
- When a local declaration of emergency or disaster is declared by the Board of Commissioners, all Larimer County employees may be required to work as a Disaster Service Worker.
- Perform other duties as appropriate or necessary for performance of the job.
Preferred Certifications and Training
- IT-related or ITIL certification preferred (such as Help Desk Analyst, MCSA, A+).
Technologies You Will Work With
- Windows operating systems
- Wireless connectivity
- Analog phones
- VoIP
- Video conferencing technologies
- Audio/visual systems
- Telecommunications
- ITIL
Work Schedule and Location
- Full-time, in-office role with a regular Monday through Friday schedule.
- Onsite work during scheduled hours.
- Location: Colorado (onsite).
Compensation
Salary range: USD 76,192 to 106,669 per year.
Benefits
- Medical, Dental, and Vision benefits
- FSA or HSA (depending on the medical plan)
- Short- and Long-Term Disability
- Employee Assistance Program
- Basic Life/AD&D Insurance
- Accident and Critical Illness Insurance
- Retirement Plan 401(a) with employer match
- 457(b) Deferred Compensation
- Generous paid time off, including vacation, sick leave, and holidays
How to Apply
To be considered, attach a resume to your application. An offer of employment is contingent upon the successful completion of required pre-employment checks or testing. All application components must be submitted by 11:59 PM MT on the closing date listed.
