Sr Technician, Client Services

POSITION TITLE: Sr Technician, Client Services (Full-Time Regular) (Classified) REQUISITION #: req8575

DEPARTMENT: Information Technology

LOCATION: 215 OFFICE BLDG

BENEFIT CATEGORY: Classified (Non-CBU) Classified Employee Benefit Highlights

EMPLOYMENT TYPE: Full-Time Regular

FLSA STATUS: Non-Exempt

ANNUAL SALARY RANGE: $55,555.00 - 83,334.00 (Salaries are paid biweekly)

ANNUAL ANTICIPATED HIRING RANGE: $61,000.00 - 73,000.00 (Salaries are paid biweekly)

SELECTION PROCESS: Application deadline is 11:59 p.m. MT on 10/23/2026 .At the City, we are focused on finding the strongest candidate for the role, and we recognize that excellence can come from a wide variety of experiences and paths. When reviewing applications, we consider an equivalent combination of knowledge, skills, education, and lived experiences that align with the minimum qualifications. If you are interested in this opportunity, we encourage you to view your background broadly and highlight the skills and experiences that best prepare you for the role. The City of Fort Collins is a bias-conscious employer. We ask that you please avoid the use of photos when submitting a resume and/or an application for employment. You will receive an email acknowledgment when you have successfully submitted an application. Your completed application will be forwarded to the hiring manager. You will be notified if you are selected for further testing or interviews. Please keep your contact information up-to-date. The status of your application will be updated in your applicant profile. Post-Offer Requirements - Background check (Background checks are considered in relation to the responsibilities and requirements of the position) While the City of Fort Collins offers many remote and/or hybrid positions, all remote or hybrid work must be performed in the state of Colorado. WhyWorkFor theCity of Fort Collins? Medical, dental, vision (for self, spouse, domestic partner, children) –eligibleonthe 1st of the month following date of hire Paid vacation, paid holidays, sick leave, and additional one-time bank of 40 PTO hours for new, full-time, Classified and Unclassified Management hires Retirement + companycontributions – after 6 month probation period andimmediate vesting Flexiblespending: Medical expenses FSA, dependent FSAor both Employee Assistance Program: counseling, legal, financialassistance Life insurance, short-term and long-term disability Wellness program, workout facilities Employee/family onsite health clinic Learning and development opportunities at all levels in the organization with opportunities for career mobility Collaborativework environment To learn more about The City of Fort Collins and Our Community, please read Our Community and Our Organization Brochure

Job Summary: We are seeking a skilled and motivated IT Senior Technician to join our dynamic team. The ideal candidate will possess a strong customer service and technical background, as well as, the ability to provide advanced troubleshooting and resolution for a wide range of IT issues. As an IT Senior Technician, you will be responsible for hardware and software installations, configurations, and on-site support for critical issues, ensuring compliance with ITIL standards. You will play a key role in deploying, configuring, and updating software applications across multiple devices, including Apple and PC, while also mentoring and supporting junior technicians. This role requires a proactive individual who can assist with incident and request management in a friendly and patient manner, participate in the development of maturity practices, and develop technical documentation. You will also conduct technical training sessions and support system administrators in managing, user accounts, and security policies. Your ability to, effectively interact with non-technical End Users, document technical procedures, configurations, and troubleshooting steps, as well as generate reports on device deployment, refresh cycles, and support activities, will be crucial to your success in this position. Additionally, you will be involved in testing and evaluating new hardware/software, participating in disaster recovery planning, and contributing to service catalog maintenance. SWARM duties (which include desk side support assistance and over the phone Helpdesk assistance) and managing relationships with hardware and software vendors to ensure timely support and procurement will also be part of your responsibilities. Please note that after-hours on-call duties are mandatory, requiring one week of on-call support on a rotating basis. If you are a highly organized and a customer service-oriented professional with a passion for IT and a commitment to excellence, we encourage you to apply.

Essential Duties and Responsibilities: The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all inclusive. Serve as the senior technical escalation point for complex incidents and service requests escalated from lower level technician staff Lead resolution efforts for high-priority or multi-system incidents, coordinating with other technicians and IT teams as needed Perform expert-level troubleshooting across hardware, software, networking, endpoint management, and application platforms Design and maintain advanced troubleshooting workflows and decision trees for recurring complex issues Serve as a subject matter expert in at least one designated technology domain such as endpoint management, MDM, Microsoft 365, or identity and access management Assist with the evaluation, piloting, and rollout of new hardware and software tools in coordination with Analysts and IT management Participate in change management processes, providing service desk impact assessments for proposed changes Develop, enhance, and maintain Standard Operating Procedures, knowledge base frameworks, and technical runbooks assuring the team has a reliable set of instructions to work from Lead knowledge base audits and coordinate structured documentation reviews with technician staff Assist IT Analysts with infrastructure-adjacent tasks such as Active Directory administration, Group Policy review, and endpoint security policy validation Coordinate asset lifecycle management activities including refresh planning, disposal scheduling, and inventory audits Fulfill on-call duty rotation, serving as a senior on-call resource for after-hours critical incidents Document all after-hours incidents and resolutions in the ticketing system upon response Provide training for lower level technical staff when opportunities present through escalation or in collaboration with the Manager and Supervisor Assist the Service Desk Supervisor with workload observations and coverage gap identification Participate in continuous improvement initiatives and provide detailed feedback on process and tool improvements During major incidents, serve as a technical lead for assigned workstreams, provide real-time technical updates to the Service Desk Supervisor or Manager, and assist with coordination of technician tasks as directed Work at remote sites on a scheduled rotation basis to help build business relationships Work on a designated city campus site full time Management Responsibilities No City Competencies Demonstrated cultural competence to effectively interact, work, and develop meaningful relationships with people of diverse identities, perspectives, and cultural backgrounds. Strong learning orientation. Leverages all resources and is creative in ways of learning for self to continue adapting to changing issues and trends. A desire and ability to understand the diverse needs of internal and external customers, and to create experiences and deliver services that exceed their expectations. A desire and ability to utilize digital tools for organizational information, individual, and teamwork. Required Knowledge Skills and Abilities Experience with various operating systems, such as Windows, macOS, Android, iOS, etc. Strong knowledge of Microsoft Office 365, the use of OneDrive, and other cloud productivity tools. Expertise in the use and support of enterprise applications, such as privilege management, mobile device management, IT asset management and reporting, operating system deployment solutions, and other enterprise-class tools. Knowledge and experience installing, configuring, and supporting a wide variety of client and server-based applications in a complex multi-user environment. Knowledge and experience in working with Active Directory, LDAP, and DNS. Knowledgeable and skilled in the use of enterprise ticketing systems. Expert skills in troubleshooting hardware components, drivers, etc. Demonstrated skills in remote management of systems and ability to provide user support. Understanding of networking concepts including switching, subnets, and firewalls. Ability to evaluate user needs and determine appropriate applications. Ability to effectively function in a fast-paced, mission-critical technology support environment. Ability to authoritatively convey training information clearly and effectively. Ability to understand, create, and edit technical documents common to this environment. Ability to separate complex problems into individual components, systematically eliminating potential causes until a resolution is discovered. Ability to establish and maintain positive, effective working relationships with users, co-workers and vendors. Strong ability to communicate effectively and clearly with technical and non-technical users in a way that promotes trust. Ability to work effectively and independently at a high level of customer support, with the ability to demonstrate effective organization, attention to detail and protocols, and compliance with confidentiality and ethical standards.

Required Qualifications: Minimum Preferred College degree or equivalent work experience. Some positions may require functionally related certification or advanced degrees Associates degree in computer information systems, computer science, or related field from an accredited college or university Experience Requirements Four years of related work experience in Information Technology support; or equivalent combination of education and experience. Certifications/Licenses/Specialized Training One or more recognized IT certifications, such as Microsoft MTA, CompTIA A+, Cisco CCENT, or Apple ACMT/ACiT. ITIL certification is a preferred qualification The content in this posting was created for recruitment purposes. To view the full job description click the link below. Sr Technician, Client Services The City of Fort Collins will make reasonable accommodations for access to City services, programs and activities and will make special communication arrangements for persons with disabilities. Please call (970) 221-6535 for assistance. Notice Regarding Medical and/or Recreational Marijuana Use Because the possession and use of marijuana, whether for medical use or otherwise, constitutes a federal offense and because the City is a drug free workplace, the City will not accommodate the medical use of marijuana and enforces written policy prohibiting working for the City while marijuana is in the body. The fact that state law recognizes medical marijuana as a prescribed, or otherwise permitted, medication does not alter or otherwise change this policy. TheCity is committed to equal employment opportunity for all applicants andemployees. Employment decisions will comply with all applicable lawsprohibiting discrimination inemployment. The City does not toleratebehavior that results in the terms and conditions ofemployment beingadversely impacted based on an employee’s protected status, or anybehaviorthat violates this policy. Consistent with the City’s respect for the rights and dignity of each employee, the City is committedto providing a work environment that is free fromunlawful discrimination and harassment. The City prohibits discrimination orharassment based on protected characteristics, including race, color, nationalorigin, ancestry, creed, religion, sex, sexual orientation (including perceivedsexual orientation), gender, gender identity, gender expression, disability, age 40 years or older, pregnancy or related condition, military, veteran statusor uniformed service member status, genetic information, marital status or anyother status protected under federal, state or local law. The City is committed to providing a healthy and safe work environment. Inaddition to the City’scommitment to equal opportunity employment, theCity strictly prohibits discrimination orretaliation against an employeewho raises any reasonable concern about workplace violations ofgovernmenthealth or safety rules or a significant threat to the health or safety of Cityemployees orthe public, if the City controls the workplace conditionsgiving rise to the threat or violation.

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