IT Desktop Support Technician
About the role
The City and County of Denver offers competitive pay and benefits, including a guaranteed life-long monthly pension, 457B Retirement Plan, and a range of medical, dental, and vision plans. Employees work a hybrid schedule, combining in-office and remote work, with travel to city offices as needed.
Responsibilities
- Install, configure, and maintain desktop hardware, software, and peripherals.
- Respond to service tickets, calls, and chats for basic technical support needs.
- Troubleshoot common desktop, software, and connectivity issues.
- Assist with user onboarding and workstation preparation.
- Provide clear communication and customer service to reinforce proper computer use and City policies.
- Aid in office moves, including moving, connecting, and setting up IT equipment.
- Support inventory tracking and equipment updates in ServiceNow.
- Document work performed in tickets and follow established procedures.
- Perform all necessary tasks related to IT support for assigned tickets supported locations.
- Travel to various City locations as needed to perform support activities, using City fleet vehicles when required.
- Work collaboratively with senior technicians and other teams as needed.
Requirements
- Four (4) years of Information Technology experience performing user support of desktop, legacy systems, and/or Information Technology communications systems.
- Education requirement: Graduation from high school or possession of a GED, HiSET, or TASC Certificate.
- Valid Driver's License at the time of application.
- Criminal Justice Information Services (CJIS) clearance within the probationary period.
Qualifications
- Experience supporting Windows 11 and Microsoft Office 365.
- Attentive and responsive customer service skills.
- Clear communication skills - written and verbal.
- ServiceNow experience preferred.
- Experience or knowledge in ITIL process handling incident, change, and problem management.
- Independent self-starter able to collaborate actively with others in a cross-functional team.
- SCCM and macOS experience a plus.
- Ability to pivot and work in a dynamic setting where demands and priorities throughout the day may change.
- Eagerness to learn and take responsibility to learn new technical skills and share tasks.
Skills
- Windows 11 and Microsoft Office 365.
- Customer service skills.
- Clear communication skills.
- ServiceNow experience.
- ITIL process handling incident, change, and problem management.
- SCCM and macOS experience.
- Pivot and work in a dynamic setting.
- Learns and shares new technical skills.
Benefits
- A guaranteed life-long monthly pension, once vested after 5 years of service.
- 457B Retirement Plan.
- Competitive medical, dental, and vision plans effective within 1 month of start date.
- 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day, and 1 volunteer day per year.
Pay
Target Pay: $26.84 - $33.55/hour
Schedule
Hybrid schedule, combining in-office and remote work, with travel to city offices as needed.
About Everything Else
To view the full job profile including position specifications, physical demands, and probationary period, click here. 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.