Technical Support Specialist

El Paso County’s Department of Human Services (EPC DHS) is seeking a Technical Support Specialist to support state-administered computer programs and to serve as a central contact for security requests and access to state and local systems. In this onsite role based in Colorado Springs, you will coordinate with the Colorado Office of Information Technologies (OIT) on service requests and outages, administer technology access and asset management, and provide end-user support across DHS programs.

Role overview

• Provide technical support for EPC DHS state-administered computer programs.
• Act as the main point of contact for security requests and access to state and local systems.
• Coordinate with Colorado OIT for service requests and outages.
• Administer technology access, asset management, and end-user support.

Key responsibilities

• Serve as the State Security Administrator on behalf of EPC DHS, offering expertise and guidance to internal and external stakeholders.
• Facilitate appropriate clearance and access requests for County and State computer systems in line with established protocols, regulations, and requirements.
• Work with Human Resources and Divisions to identify uniform security requirements levels for positions prior to hire or transfer to help expedite employee access.
• Administer ongoing security clearance and access processes, and suggest improvements to streamline how requests for additional or new access levels are handled.
• Assist new users with establishing access and ensure required prerequisites are completed.
• Coordinate disbursement of State access paperwork and ensure relevant State agencies, DHS personnel, and partner contacts are informed of business practices and program knowledge related to DHS-issued client and family benefits security systems.
• Maintain updated County contact information on the Governor’s OIT website.
• Serve as the El Paso County Security Administrator for Q-Flow and HS Connects.
• Maintain complete and accurate records covering state security access, user information, and asset management.
• Ensure users are added and disabled in a timely manner to protect system integrity.
• Identify security loopholes and provide general oversight of department computer system security.
• Serve as a central contact for state security and asset management reports, run reports as needed, and distribute them to appropriate contacts.
• Maintain a comprehensive inventory of state-leased IT assets, supporting regular audits and reconciliations to ensure data quality and compliance.
• Participate in the IT asset lifecycle, including procurement, deployment, upgrades, transfers, reclamation, retirement, and disposal.
• Monitor asset lifecycle events such as warranty tracking, end-of-life management, license renewals, and refresh planning.
• Partner with State representatives and the Digital, Strategy, and Technology (DST) Department to complete equipment refreshes.
• Provide technology support, assistance, and training for DHS employees and act as a liaison with DST.
• Disseminate, track, and maintain DHS Use and Responsibility Agreements.
• Complete minor moves of phone and desktop equipment as needed; support minor internal computer issues and password resets, coordinating with DST for other computer issues.
• Coordinate with DST on State equipment exchanges, major repairs, and DHS technology inventory control.
• Ensure repair reimbursements are sent to Financial Services as appropriate.
• Participate in State and Federal security audits, provide documentation, resolve issues, and/or refer issues to appropriate personnel.
• Address security administration questions with surrounding counties and stay current with security system requirements.
• May attend meetings related to CBMS, TRAILS, and other related database security matters.
• Assist with end-user training, customer service requests, and other functions as needed.
• Assist with writing standard operating procedures, creating troubleshooting checklists, specialized databases for capturing service request information, and special reports for DHS state-administered programs.
• Assist with updating technology service request database tables as needed and configure/maintain the technology service request system (including new user setup, table updates, and macros).
• Handle sensitive or confidential documents and information with accuracy and compliance to applicable regulations and policies.

Required experience and education

• High school diploma or equivalent
• 4 years of work experience in an office or business environment
• 1 year of experience working with business technology and computer security systems

Required knowledge and abilities

• Knowledge of Office 365
• Knowledge of current technology, including business machines, computer hardware, and software
• Thorough knowledge of cybersecurity and information access principles in compliance with federal, state, and County regulations and policies
• Strong organization and attention to detail
• Ability to train and guide others
• Ability to communicate verbally and in writing with County employees, outside vendors, and the public
• Ability to provide excellent customer service
• Ability to accurately perform mathematical calculations
• Ability to prioritize, manage multiple tasks, and reprioritize as needs change
• Ability to maintain confidentiality
• Maintain regular and punctual attendance
• Ability to provide administrative support as needed

Tools and systems

• Office 365
• CBMS
• TRAILS
• CHATS
• Q-Flow
• HS Connects
• Governor’s OIT website
• Technology service request system
• Technology service request database tables
• Macros

Certifications, authorizations, and checks

• Must possess and maintain a valid driver’s license
• Complete required training and obtain State Security Administrator authorization for CBMS, TRAILS, and CHATS within ninety days of employment and maintain authorization thereafter
• Obtain and maintain certifications or database authorizations as required for the position
• Must pass a conditional post-offer background investigation, motor vehicle record check, and drug screen
• Due to the sensitive nature of this role, additional background checks may be required:
  • Government Program Fraud check
  • Child Welfare Abuse & Neglect database (TRAILS) check

Schedule and work conditions

• Monday – Friday, 8:00 AM – 5:00 PM, with limited flexibility
• Primary duties performed in an office environment; some travel is required
• Regular in-person presence is required as an essential job function
• In-person only and not eligible for a hybrid work environment

Compensation

• Hiring range: $66,000.00 - $74,000.00 Annually

Benefits

• Medical, dental, and vision benefits
• Paid vacation, sick, and personal leave
• 11 paid holidays
• Onsite health centers
• Onsite fitness centers
• Reach Your Peak wellness program
• Short and long term disability
• Life insurance
• Flexible spending accounts, including dependent care
• Employee assistance program
• Tuition reimbursement
• Retirement plan
• Deferred compensation (457b)

Employment notes

• El Paso County is an E-Verify and Equal Opportunity Employer.
• El Paso County adheres to Federal drug screening guidelines and requires a pre-employment drug screen.