IT Support Specialist

IT Support Specialist

CLOSES ON September 18th, 2026

GENERAL POSITION SUMMARY

The IT Support Specialist serves as the primary point of contact for Technology Services, providing responsive and professional technical assistance to District personnel in person, by phone, and through the service desk. The position receives, evaluates, prioritizes, resolves, and escalates technology incidents and service requests while maintaining clear communication with users throughout the support process. The position also supports the administration and lifecycle management of District computers, mobile devices, user accounts, applications, and related technology systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES (The following statements are illustrative of the duties and responsibilities of the position and do not list every duty that may be required of the employee for this position. The District retains the right to change the duties and responsibilities of the position at any time without notice.)

Customer Support and Documentation

Maintains an accessible and professional Technology Services front desk presence, assisting walk-in customers and coordinating the receipt, distribution, and return of technology equipment as appropriate.

Serves as the primary point of contact for Technology Services, providing frontline support to District personnel in person, by telephone, and through the technology service desk. 

Receives, evaluates, prioritizes, documents, and resolves technology incidents and service requests. 

Provides courteous, responsive, and professional customer service while communicating status, expectations, and resolution information to users. 

Troubleshoots computer, mobile device, printer, telephone, application, account-access, and basic network connectivity issues. 

Resolves issues at the initial point of contact whenever practical and appropriately escalates incidents requiring advanced technical expertise, ensuring complete documentation of diagnostics, actions taken, and other relevant information.

Creates, updates, assigns, and maintains technology service desk tickets with accurate documentation of troubleshooting steps and resolutions. 

Identifies recurring issues and contributes to knowledge-base articles, user guides, and self-service documentation.  

System and Endpoint Administration

Applies and maintains established endpoint security and hardening standards in accordance with District security requirements and applicable CIS Benchmarks.

Manages the full endpoint lifecycle: imaging, provisioning, patching, monitoring, and decommissioning.

Administers enterprise patch management tools and maintains accurate inventory documentation.

Coordinates hardware repairs and warranty service with vendors to minimize downtime.

Identity and Access Management

Performs routine identity and access administration, including account creation and modification, password and authentication support, group membership, licensing, and permissions in accordance with established security standards and procedures. 

Supports employee onboarding, role changes, and separation processes by provisioning, modifying, and disabling technology access as appropriate. 

Supports phone system user and device accounts, voicemail, and routine phone configuration.

Application and Mobile Device Support

Provides frontline support for Microsoft 365 applications and other District-supported software and cloud services. 

Performs routine Microsoft 365 administrative tasks within established procedures and assigned permissions. 

Assists with mobile device provisioning, configuration, and management using District-approved mobile device management tools. 

Coordinates mobile device and cellular service needs with applicable vendors and service providers.

Other Responsibilities

Remains current with emerging technologies through ongoing professional development.

Participates in an on-call rotation providing after-hours support during evenings and weekends as needed; responds to after-hours incidents and coordinates communications and recovery actions.

Performs additional technology-related duties and special projects as assigned.

EDUCATION, EXPERIENCE, LICENSES & CERTIFICATIONS (An equivalent combination of education, training, and experience that demonstrates the ability to perform the duties of the position is qualifying.)

High school diploma or equivalent is required. Associate's degree in information technology, computer science, or a related field is preferred. An equivalent combination of education, technical training, certifications, and relevant experience may be considered.

Two years of relevant information technology support experience is required.

Technical certifications such as CompTIA A+, Network+, or Microsoft certifications are preferred.

Possess and maintain a valid Colorado Driver’s license with an acceptable driving record in accordance with SMFR’s Driving Records Policy. 

Must obtain CPR certification within one year of hire.

NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES

Demonstrated commitment to providing responsive, professional, and customer-focused technology support.

Ability to remain patient, professional, and solution-oriented when assisting users with varying levels of technical knowledge, including during urgent or stressful situations.

Strong troubleshooting and problem-solving skills, including the ability to gather relevant information, analyze symptoms, identify potential causes, research unfamiliar issues, and determine appropriate solutions or escalation.

Working knowledge of computer hardware, operating systems, mobile devices, peripherals, networking fundamentals, and common business applications.

Working knowledge of Microsoft technologies, including Windows and Microsoft 365, and familiarity with Apple products and mobile devices.

Ability to quickly learn and effectively support new technologies, applications, systems, and business processes.

Ability to prioritize and manage multiple incidents, service requests, projects, and competing demands based on urgency, operational impact, and established service expectations.

Ability to exercise sound independent judgment and initiative while operating within established policies, procedures, security requirements, and technical standards.

Strong attention to detail and ability to maintain accurate and complete documentation of incidents, troubleshooting activities, equipment, configurations, and resolutions.

Excellent written, verbal, and interpersonal communication skills, including the ability to explain technical concepts and provide instructions in clear, user-friendly language.

Ability to actively listen, ask effective questions, and communicate expectations, status, and resolution information throughout the support process.

Ability to establish and maintain effective, cooperative working relationships with District personnel, vendors, partner agencies, and other external contacts.

Ability to represent SMFR professionally and exercise appropriate judgment when interacting with internal and external customers.

Ability to work effectively both independently and collaboratively as part of a technology team.

Ability to understand SMFR's operational needs, organizational priorities, and business processes and apply that understanding when providing technology support.

SUPERVISION RECEIVED:

Works under the general direction of the Technology Manager.

SUPERVISION EXERCISED:

None.

EQUIPMENT AND SYSTEMS 

Requires frequent use of computers, mobile devices, telephones, printers, audiovisual equipment, networking equipment, diagnostic tools, and other technology and general office equipment. Requires regular use of enterprise software, cloud services, administrative tools, and technology service management systems.

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is regularly required to perform climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, seeing, repetitive motions, exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Specific vision abilities required by this job include close and distance vision acuity and the ability to adjust focus, allowing a broad field of vision.

WORK ENVIRONMENT AND GENERAL INFORMATION 

While performing the duties of this job, the employee primarily works in a climate-controlled office environment. 

The noise level in the work environment is usually moderate.

BENEFITS

South Metro Fire Rescue’s compensation philosophy is designed to attract and retain highly skilled and motivated employees. In turn, SMFR’s compensation is more than base pay. All regular full-time SMFR employees enjoy a total compensation package including base wages, leave accruals, medical, dental, vision and life insurance employer-paid premiums, Retiree Health Savings, Death & Disability, and employer-paid pension contributions as well as positive work culture including a robust Fitness, Wellness and Rehabilitation Program, educational opportunities and support, job security and other positive non-monetary values which are intended to collectively position SMFR as an employer of choice in its geographic area. SMFR recognizes that being an employer of choice has different meanings to different people depending on what elements a person highly values. Overall, SMFR's goal is to be a great place to work.