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Senior IT Desktop Support Specialist
4 weeks ago
We are seeking a highly skilled Senior IT Desktop Support Technician to join our team at the City and County of Denver. As a key member of our Technology Services Department, you will play a critical role in delivering and improving the systems, applications, and operations that support our customers.
What We OfferThe City and County of Denver offers a competitive salary commensurate with education and experience, ranging from $25.57 to $38.36 per hour. We also provide a comprehensive benefits package, including a guaranteed life-long monthly pension, 457B Retirement plan, 132 hours of PTO earned within the first year, and competitive medical, dental, and vision plans.
Responsibilities- Install, upgrade, troubleshoot, and maintain endpoint hardware and software.
- Respond to calls, chats, service tickets, and dispatched requests for technical support.
- Diagnose and fix endpoint network, software, and hardware issues.
- Communicate with users on proper computer use and policies, utilizing excellent customer service skills.
- Provide ad-hoc training to users and groups on hardware and software systems.
- Work with other IT teams on complex Incident and Request resolutions.
- Maintain computerized inventory of computer equipment and point-of-sale payment devices through our support platform.
- Assist with setup, testing, configuration, and troubleshooting of point-of-sale cashiering equipment.
- Create and maintain Knowledge-Based articles for support.
- Accurately record, update, and document requests using ServiceNow, and any other duties as assigned by the organization.
- Provide assistance with office moves (moving and set-up of IT equipment).
- Perform all other necessary tasks related to IT Support of the respective City agencies and supported locations.
- Business travel will be required to perform some support activities utilizing City fleet vehicles.
- 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 management.
- 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.
- Prior experience supporting point-of-sale cashiering and payment devices a plus.
- Prior experience working with Payment Card Industry standards (PCI compliance) a plus.
- 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.
