Representative II, Tech Support (Finance)

POSITION TITLE: Representative II, Tech Support (Full-Time Regular) (Classified)
REQUISITION #: req8143
DEPARTMENT: Broadband
LOCATION: UTILITIES SERVICE CTR - BLDG A
BENEFIT CATEGORY: Classified (Non-CBU) View Classifications & Benefits
EMPLOYMENT TYPE: Full-Time Regular
ANNUAL SALARY RANGE: $49,541.00 - 74,272.00 (Salaries are paid biweekly)
ANNUAL ANTICIPATED HIRING RANGE: $50,000.00 - 60,000.00 (Salaries are paid biweekly)
SELECTION PROCESS: Application deadline is 3:00 p.m. MT on 7/10/2025.

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 background check required.

Why Work For the City of Fort Collins?

• Medical, dental, vision (for self, spouse, children) - eligible on the 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 + company contributions - after 6 month probation period and immediate vesting
• Flexible spending: Medical expenses FSA, dependent FSA or both
• Employee Assistance Program: counseling, legal, financial assistance
• 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
• Collaborative work environment

To learn more about The City of Fort Collins and Our Community, please read Our Community and Our Organization Brochure

Job Summary

The Broadband Technical Support Technician II will provide white glove customer service and technical assistance to Connexion's residential and business customers across Internet, Voice, and Video services. This role requires strong troubleshooting skills, effective communication, and the ability to manage both incident and request processes in a fast-paced environment. The Broadband Support Technician II is expected to meet defined performance objectives, ensuring both operational efficiency and exceptional customer satisfaction.

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 first point of contact for customers experiencing technical issues with Internet, Voice, and Video services.
• Provide white glove customer service, ensuring a professional, empathetic, and efficient response to customer inquiries
• Troubleshoot and resolve service issues, including connectivity problems, voice and video disruptions, and equipment malfunctions.
• Escalate complex technical issues to higher support tiers while ensuring the customer is kept informed throughout the resolution process.
• Manage and respond to customer incidents and service requests using the company's ticketing system.
• Follow established incident and request processes to ensure timely resolution and proper documentation.
• Ensure service level agreements (SLAs) are met by prioritizing tasks and managing response times effectively.
• Meet or exceed individual and team KPIs, including customer satisfaction, average time in queue, first call resolution, and service quality.
• Continuously monitor and improve performance based on scorecard metrics, contributing to team and department goals.
• Work closely with internal teams, including field technicians, network operations, sales, and product support, to resolve technical issues.
• Keep accurate records of all interactions and troubleshooting steps taken, ensuring full compliance with company policies and standards.
• Stay up to date with the latest products, services, and technologies related to broadband Internet, Voice, and Video.
• Participate in ongoing training and development to maintain high technical proficiency and customer service excellence.

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

• Ability to utilize considerable independent judgment, discretion and initiative in carrying out day-to- day responsibilities
• Basic knowledge of telecommunications systems and operations
• Basic knowledge of windows systems, wireless systems and fundamentals of computer hardware and software
• Ability to read, analyze and interpret technical requirements, methods of procedures and product data sheets
• Ability to use inductive reasoning techniques to effectively troubleshoot systems problems
• Ability to obtain COMPTIA A+ certification within 6 months of start date
• Ability to obtain Certified Wireless Technology Specialist certification within 1 year of start date

Required Qualifications

MinimumPreferredHigh School Diploma or GED College degree or equivalent work experience. Some positions may require functionally related certification or advanced degrees Associate degree or equivalent level of secondary education from an accredited college, university or technical school
Experience Requirements

• Minimum one (1) years' experience in telecommunications or networking preferred; or equivalent combination of education and experience

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. The City may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

Certifications/Licenses/Specialized Training

• A+ certification preferred

The content in this posting was created for recruitment purposes. To view the full job description click the link below.

Representative II, Tech Support

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.

The City of Fort Collins is an Equal Opportunity Employer. Applicants are considered for positions for which they have applied without regard to race, color, religion, creed, national origin or ancestry, sex, sexual orientation (including perceived sexual orientation), gender identity and expression, disability, age 40 years or older, pregnancy or related condition, genetic information, and, in certain specific circumstances, marriage to a coworker or any other status protected under federal, state, or local law.

BACKGROUND CHECK REQUIRED.

Note: Some information in your application may be public information under the Colorado Open Records Act.Job Summary

The Broadband Technical Support Technician II will provide white glove customer service and technical assistance to Connexion's residential and business customers across Internet, Voice, and Video services. This role requires strong troubleshooting skills, effective communication, and the ability to manage both incident and request processes in a fast-paced environment. The Broadband Support Technician II is expected to meet defined performance objectives, ensuring both operational efficiency and exceptional customer satisfaction.

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 first point of contact for customers experiencing technical issues with Internet, Voice, and Video services.Provide white glove customer service, ensuring a professional, empathetic, and efficient response to customer inquiriesTroubleshoot and resolve service issues, including connectivity problems, voice and video disruptions, and equipment malfunctions.Escalate complex technical issues to higher support tiers while ensuring the customer is kept informed throughout the resolution process.Manage and respond to customer incidents and service requests using the company's ticketing system.Follow established incident and request processes to ensure timely resolution and proper documentation.Ensure service level agreements (SLAs) are met by prioritizing tasks and managing response times effectively.Meet or exceed individual and team KPIs, including customer satisfaction, average time in queue, first call resolution, and service quality.Continuously monitor and improve performance based on scorecard metrics, contributing to team and department goals.Work closely with internal teams, including field technicians, network operations, sales, and product support, to resolve technical issues.Keep accurate records of all interactions and troubleshooting steps taken, ensuring full compliance with company policies and standards.Stay up to date with the latest products, services, and technologies related to broadband Internet, Voice, and Video.Participate in ongoing training and development to maintain high technical proficiency and customer service excellence.
Management Responsibilities

No