Job Description

The City of Littleton is looking for a tech-savvy IT professional to join our talented and forward-thinking IT team as a Customer Success Specialist. This team is dedicated to resolving computing and technological challenges, managing the setup of new hardware and software systems, troubleshooting, and fixing hardware and software issues, as well as playing a significant role in diverse IT-centric initiatives.

IT Customer Success Specialists are instrumental in keeping our technology, people, and departments running smoothly. These positions work closely with customers across all city departments, including but not limited to Public Works, the Littleton Museum, Bemis Library, the Littleton Municipal Court, and the award-winning Littleton Police Department.

This position will have the opportunity to work on many ongoing and upcoming projects and initiatives such as:

  • Annual PC refresh
  • Mobile Data Terminal (MDT - Littleton Police Dept in-car computers)
  • ITSM Tool configuration
  • Installation of new security system
  • Digital Signage configuration
  • Office 365 training for City Employees

The ideal candidate enjoys working with both people and technology, is customer service focused, and has a knack for troubleshooting, problem-solving, and diagnosing a variety of technology issues. The ideal candidate is not afraid to pitch in and help other team members, can work well under pressure, and likes to have fun at work!

The City of Littleton is a vibrant community south of Denver and is consistently voted as one of America’s Best Small Cities, and one of Colorado’s top five places to Raise a Family. Home to a vibrant and historic downtown, and a variety of shopping venues, restaurants, parks and trails, there is a lot to offer to the wonderful people who live and work here. The City of Littleton offers outstanding benefits and perks to our employees. For more information, please see the 2024 Benefit Guide.

The City of Littleton believes in attracting and retaining the best talent and our strategies include hiring in at market pay and creating career development opportunities. In addition to your application, please submit a cover letter that describes why you are the best candidate for this position with the City of Littleton.

Starting pay range $33.25 - $36.75 per hour.

This full-time position is non-exempt per FLSA and is eligible for overtime compensation.

Work Schedule:  This full-time position will work primarily in the office 8:00 am to 5:00 pm, Monday through Friday. Must be available to serve in on-call rotation.

Application Deadline: Applications will be accepted until finalists are identified or the position is filled, but preference will be given to complete applications received by May 24th, 2024. Those who do not apply by this date may or may not be considered.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Responds to service requests via ticket queue or other communication channels (such as email, chat, or phone calls). Determines customer needs and provides the information or service to resolve customer issues and requests. Customers include, but are not limited to city employees, vendors, and suppliers.
  • Diagnoses and solves broad range of PC and network software and hardware-related problems. 
  • Diagnoses and solves computer software and hardware problems. establishes a priority for working and resolving requests according to established priorities.  
  • Assists in the regular administration and maintenance of the city’s LAN/WAN, e-mail system and archival back-up system to ensure the integrity and efficiency of the network and systems.  
  • Uses and maintains an information technology service management system, knowledge base and asset management system.
  • Keeps the asset management system up to date.    
  • Installs new software and computer equipment, including software and hardware upgrades to existing workstations. Researches and recommends replacement equipment as needed. orders or assists in the ordering of equipment. Checks equipment upon arrival for conformance to purchase order or bid specifications. Checks equipment for serviceability and schedules installation of equipment according to manufacturer's specifications.  
  • Recommends improvements to systems and processes.  
  • Repairs or replaces malfunctioning computers, printers, peripherals, networking equipment or software. Assists in the implementation, maintenance and repair of the physical networking infrastructure.  
  • Resolves communication and connectivity issues.   
  • Assists with the yearly replacement of scheduled city computers by receiving, configuring, imaging, scheduling and proper installation.  
  • Provides training to users on various software packages and productivity tools. Reviews software packages to stay current on new developments and features. Assists in the set-up of city-wide computer training. Including developing curriculum and materials and teaching classes to city employees.  
  • Processes technology orders and prepares and compiles monthly reports.  
  • Performs daily operational support of telecommunication equipment and repair of non-working equipment, including cell phones, adds and changes to VOIP, digital, and analog phones.  
  • Assists IT department with receipt, verification and payment of invoices. may initiate and process requisitions and purchase orders as required.   
  • Maintains an inventory of office supplies and purchases these supplies in accordance with established purchasing procedures.
  • Assists IT department with preparation of bid documents and receipts as required.  
  • Performs other similar duties and projects as assigned.   
  • May serve as an Emergency Worker. 

MINIMUM QUALIFICATIONS:

  • Associate degree in a Computer Science field; and  
  • Two (2) years of information technology experience as a desktop analyst or similar IT support position experience; or
  • An equivalent combination of education, training and work experience that produces the knowledge, skill, and ability to perform the essential duties and responsibilities of the position. 
  • Requires an A+ Certification or equivalent within 6 months of employment.
  • Must have a valid driver’s license. 
  • Must be able to pass a pre-employment criminal background check and motor vehicle records check. 

KNOWLEDGE, SKILLS, ABILITIES:

  • Strong customer service, interpersonal and communication skills with the ability build effective working relationships with customers across departments and at all levels of the organization.
  • Strong knowledge of PC operating systems, various hardware and software, Microsoft Office Suite, O365, email systems, internet browsers, and the skill and ability to apply that knowledge to perform the essential duties and responsibilities of the position.
  • Strong knowledge of, and the ability to stay current with, the changing field of information technology, including its applications and current practices and uses. 
  • Ability to work both independently and as part of a collaborative high functioning team.
  • Knowledge of the principles, practices and techniques of PC hardware configuration, including but not limited to disk drives, Ethernet boards and memory.
  • Sound reasoning, problem solving and decision making skills with the ability to troubleshoot and diagnose a wide variety of technology issues.
  • Requires strong knowledge of PC and network operating systems, including Windows and Windows applications.  
  • Knowledge of application and productivity software.
  • Strong organization and time management skills with the ability to manage multiple priorities and deadlines including the ability to quickly change direction, shift priorities, and maintain calm under pressure.
  • Ability to maintain confidentiality, and act in a professional demeanor using tact, good judgment and discretion.

WORKING ENVIRONMENT & PHYSICAL ACTIVITIES:  

  • Work is primarily conducted indoors in a standard office environment or other work areas where computers are used. minimal outdoor work involves driving and travel and work at other city facilities where computers and computer systems are used. The outdoor driving, travel and work at outlying city facilities may include occasional exposure to extreme heat or cold with or without temperature changes and occasional wet and/or humid conditions. 
  • This work requires occasional installation of computer wiring or other equipment in areas where dusts are present. This work may also include occasional exposure to electrical hazards from electrically charged computer equipment and possible exposure to burns from soldering wires.  
  • Long periods of sitting, standing or walking may be required.  Physical requirements include the performance of moderately heavy work consisting of physically- demanding tasks that include, but are not limited to: occasional lifting, carrying, pushing and pulling objects weighing up to-65 lbs with or without assistance.   

Equal Employment Opportunity

The City of Littleton is an Equal Employment Opportunity employer and intends to provide equal employment opportunities to all employees and job applicants regardless of age, ancestry, color, disability, gender expression, genetic information, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, veteran status or any other non-job related characteristic, and to hire and retain the best-qualified individuals without regard to any of these factors. This prohibition includes unlawful harassment based on a protected class.

The City of Littleton will consider reasonable accommodations throughout the recruitment process and employment. Applicants and employees can request an accommodation by contacting Human Resources at 303-795-3857 or emailing hr@littletongov.org.

 

Drug- and Alcohol-Free Workplace

The City of Littleton is committed to the health and safety of all its employees. To ensure a safe and productive work environment the city prohibits the use, sale, dispensation, manufacture, distribution or possession of alcohol, drugs, controlled substances or drug paraphernalia on any city premises or worksites. No employee shall report to work or be at work with alcohol or with any detectable amount of prohibited drugs in the employee's system. A detectable amount refers to the standards generally used in workplace drug & alcohol testing. This prohibition specifically includes marijuana, and decriminalized psychedelics whether used for medical purposes or obtained legally under state law.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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