Customer Success Specialist III at City and County of Broomfield, CO

About the Department

The City and County of Broomfield IT Department’s purpose is to strengthen trusted partnerships with our community that guide innovative, secure, and sustainable technology solutions.

Do you want to be part of a high-achieving IT team? The IT team at the City and County of Broomfield is a tight-knit group and we're passionate about what we do. If you thrive on providing exceptional customer service, flexing your technical skills, and working collaboratively with a highly motivated team, then the Customer Success Specialist III position may be right for you. The Customer Success Specialist III is able to provide tier III technical support to the employees of the City and County of Broomfield as well as provide mentorship and training to the tier I and II staff, and create and communicate solutions to technical issues across the many departments the IT department supports. 

About Us: 

The IT department is made up of 42 staff in 6 divisions (GIS, DevOps, Customer Success, Project Management, Cybersecurity, and Administration) and is responsible for guiding and governing City and County technology focused on business solutions, reliability, innovations, and customer satisfaction. The department is responsible for providing:

• Strong leadership and vision to support the technology goals and objectives of a diverse, growing community based on solid partnerships with departments

• Reliable and secure infrastructure 

• Responsive and knowledgeable support for business and enterprise technology systems, network services, and desktop support services

• Protection of the confidentiality and preservation of the integrity of the City’s data 

• Robust and scalable telecommunications systems

• Robust GIS environment that allows users to organize, visualize, and analyze different layers of data 

The IT leadership team fosters and encourages employee development and growth; offers a flexible, hybrid work schedule; provides a cooperative, collaborative, and FUN team environment; and appreciates and celebrates the team’s accomplishments.

                              The Customer Success Specialist III Position

                    City and County of Broomfield Total Compensation Package

Working Hours/Location:

• Monday-Friday 7am-4pm

• 24x7 on-call rotation

• 80% in office work and 20% work from home or approved work location

Anticipated Hiring Timeline:

• Application Review: 9/10/2025 - 9/12/2025

• Video Screening Interview: 9/12/2025 - 9/17/2025

• Virtual Panel Interview: 9/22/2025 - 9/26/2025

• Finalist Interview Onsite: 9/29/2025 - 10/3/2025

• Projected start date: 10/22/25

Position Duties

CST III Responsibilities Include: 

• Perform all phases of tier III PC hardware, peripheral, and software support in a network environment

• Provide support for incidents that require a high level of technical knowledge or system access

• Build upon the knowledge base and communicate solutions to the Customer Success Team and/or employees of the City and County of Broomfield

• Exhaust all resources to solve high-level technical issues and, if unresolvable, act as the liaison to the DevOps team to resolve the issue

• Provide on-site technical support at all City and County of Broomfield facilities

• Assist with Active Directory user administration including, but not limited to

  • Security authorizations, new user onboarding, and departing user offboarding 

• Maintain a current inventory of all network components including, but not limited to

  • PC computers, software, and peripheral devices

• Provide 24x7 support via an on-call rotation

• Advanced ability to interact with AI assisted systems to provide solutions to common customer inquiries and technical problems

• Advanced use of AI prompts to assist customers with their inquiries

• Advanced ability to identify incorrect or unhelpful AI response to contribute to the ongoing continuous improvement of an AI model

The Ideal Candidate: 

• Excellent relationship-building skills with internal teams and external partners 

• Eagerness to continually learn, adapt, and improve

• Excellent communication skills and ability to work with a highly diverse set of customers

• Expert knowledge of Google, Windows, and VMware operating environments

• Expert knowledge of common personal computer software programs including, but not limited to:

  • Google workspace applications, Microsoft Office applications

• Expert knowledge of PC hardware components and hardware troubleshooting

• A high degree of technical skill and knowledge in understanding and responding to customer needs, operating PC computers and VOIP/cellular phones, and configuring and utilizing diagnostic tools. 

• Knowledge of server-client infrastructure and implications of changes to those infrastructure components

• Knowledge of ITIL 4 Service Management practices including experience in problem management 

Minimum Qualifications

Candidate Must Have: 

• An associates degree in Information Technology

• At least 4 years of experience in

• Supporting all Google and/or Microsoft operating and desktop environments in a professional business environment 

• Troubleshooting and maintaining hardware, desktop software, and applications in a networked environment.

• Troubleshooting laptop and desktop PCs running the Windows Operating System (Windows 7, Windows 10, Windows 11)

Preferred Candidate Training/Experience/Certifications:

• CompTIA A+, CompTIA Network+, CompTIA Linux+, CompTIA Security+ Certifications

• Experience in configuring, troubleshooting, and supporting Police Department/Public Safety systems and technology (hardware and software)

OR

Years of related experience may be substituted for required education, however education cannot be substituted for the necessary work experience. Candidates must meet the minimum required years of work experience.

Other Qualifications

NECESSARY SPECIAL REQUIREMENTS: - Must possess and maintain a valid driver’s license and safe driving record for continued employment.  Applicants must, as a condition of employment, pass the following pre-offer and post-offer/hire processes: oral board, reference checks, background checks including local police check and sex-offender check, and driving record check.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.  The noise level in the environment is moderate. Work is generally scheduled Monday through Friday although special needs may require Saturday, Sunday, holiday and evening hours.  On-call responsibilities are rotated as needed.  The incumbent could be exposed to the risk of electrical shock if proper safety and operating procedures are not followed.