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Senior IT Desktop Support Technician
4 months ago
About Our Job
Who We Are
With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose - for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 13,000 team members who are at the heart of what makes Denver, Denver.
We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels. You'll be right at home here if you cultivate strong relationships and push yourself, your work, the people around you and Denver to the next level.
The Technology Services Department (TS) of the City and County of Denver use state-of-the-art technologies and methodologies to deliver and improve the systems, applications, and operations to our customers. Technology Services supports the people, agencies, and ideas that make the City and County of Denver a world-class city. The city offers a unique opportunity to work with a diverse business and technology environment on a large scale as we employ more than 13,000 people, of which 9,000+ are daily technology consumers in support of a diverse population over 700,000 Denverites.
What We Offer
The City and County of Denver offers a competitive salary commensurate with education and experience. The salary range for this position is $25.57 - $38.36/hour, based on education and experience. We also offer generous benefits for full-time employees which includes but is not limited to:
A guaranteed life-long monthly pension, once vested after 5 years of service
457B Retirement plan
132 hours of PTO earned within first year + 11 paid holidays, 1 personal holiday and 1 volunteer day per year
Competitive medical, dental and vision plans effective within 1 month of start date
Location
The City and County of Denver supports a hybrid workplace model. Employees work where needed, at a job site several days a week and off-site as needed. Employees must work within the state of Colorado on their off-site days.
What You'll Do
In Technology Services, our mission is to improve city performance through four basic strategies: reliability, innovation, access and partnership. As a Senior IT Desktop Support Technician on our team, you will be responsible for supporting hardware and software throughout the city and work with other techs to resolve complex desktop issues and document the resolution. You will also be assigned a primary agency to support and will be considered the subject matter expert for that agency.
Responsibilities
Installs, upgrades, troubleshoots, and maintains endpoint hardware and software
Responds to calls, chats, service tickets, and dispatched requests for technical support
Diagnoses and fixes endpoint network, software, and hardware issues
Communicates with users on proper computer uses and policies utilizing excellent customer service skills
Provides ad-hoc training to users and groups on hardware and software systems
Works with other IT teams on complex Incident and Request resolutions
Maintains computerized inventory of computer equipment through our support platform
Creates and maintains Knowledge-Based articles for support
Accurately records, updates, and documents requests using ServiceNow, and any other duties as assigned by the organization
Provides assistance with office moves (moving and set-up of IT equipment)
Performs all other necessary tasks related to IT Support of the respective City agencies and supported locations
Business travel may be required to perform some support activities utilizing City fleet vehicles
About You
What You'll Bring
Experience supporting Windows 11 and Windows 10
Experience supporting Microsoft Office 365
Experience working in an operational environment with interaction with infrastructure, applications, service management, senior management, and agency/business representatives
Customer Service skills
Communication skills
ServiceNow experience
Experience and knowledge in ITIL process handling incident, change and problem managements
Independent self-starter able to collaborate actively with others in a cross-functional team
Excellent organization skills and attention to detail, ability to meet deadlines and manage priorities
SCCM experience a plus
Required Minimum Qualifications
Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
Experience Requirement: Five (5) years of Information Technology experience performing user support of desktop, legacy systems, and/or Information Technology communications systems.
Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirement.
License/Certifications: Must obtain Criminal Justice Information Services (CJIS) clearance within the probationary period.
Application Deadline
This posting is expected to stay open until May 28th. Please submit your application as soon as possible.
About Everything Else
Job Profile
CI2247 IT Technician III
To view the full job profile including position specifications, physical demands, and probationary period, click here.
Position Type
Unlimited
Position Salary Range
$25.57 - $38.36
Starting Pay
Based on education and experience
Agency
Technology Services
The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.
It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact *** with three business days' notice.
Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.
For information about right to work, click here for English or here for Spanish.
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