IT Customer Support Specialist

Colorado’s 4th Judicial District Attorney’s Office is located in beautiful Colorado Springs, Colorado. We are committed to our community and our mission to administer justice, advocate for victims and partner with law enforcement and citizens in this community in the deterrence and prevention of crime. The office has a staff of 250 employees comprised of attorneys, investigators, and support personnel.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Education and/or Experience:

Associate's degree (A. A.) or equivalent from two-year college or technical school, preferably in Computer Science or Information Technology; 12 months in field previous to employment; desktop support experience (software and hardware) preferred; or any equivalent combination of education and experience.

Language Skills:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence; ability to effectively present information in one-on-one situations and to other employees of the organization. Must speak English clearly and proficiently; second language a plus.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Accounting software; Database software; Design software; Development software; Internet software; Spreadsheet software and Word Processing software.

Certificates, Licenses, Registrations

• MCP or A+ certification desired

Other Knowledge, Skills and Abilities

• Expert knowledge of MS Windows in an Active Directory environment
• Expert knowledge of MS Office
• Skill in troubleshooting and identifying problems in a timely manner
• Ability to organize tasks and manage time efficiently
• Skill with customer service
• Skill in effective communication techniques

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to stand; walk; sit and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must be able to safely lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock. The noise level in the work environment is usually moderate.

Summary: Reviews, analyzes, and evaluates information technology systems operations. Acts as the first level of support between any persons outside the staff of the I.T department with technical needs. Provides advanced technical support and resolves problems of a comprehensive and complex nature.

Support Role: The Customer Support Specialist is responsible for customer service, troubleshooting, and assisting others with technical solutions, with the main focus of helping others with a specific device or application. These goals will be achieved using research, technical knowledge, and collaboration. The Customer Support Specialist will troubleshoot and repair machines and perform upgrades to computers and other devices to ensure proper functionality and security.

Essential Duties and Responsibilities include the following:

1. Guides users in formulating technical and information requirements; advises on alternative computer technologies, and on the implications of alternative selections; processes service requests through help desk software and other methods to meet customer needs.

PERFORMANCE STANDARD: Provides guidance and recommendations based on technology best practices, all incoming requests for assistance are documented, assessed, prioritized, and responded to in a timely manner. Must use best judgment to prioritize “tickets” based on business needs and time to solution; average response time to new tickets should be 15 minutes or less; averag…