IT Technician II

Denver Public Library (DPL) is a vibrant, essential hub for our diverse city. As a growing urban library system with 28 locations and over 4 million annual visitors, we're deeply woven into the fabric of Denver. Join a team where your values align with your work. At DPL, we're building a culture guided by values that empower both our staff and the public.

• Welcoming: We make our resources, services, and expertise accessible for all, recognize the inherent dignity in each person, and provide safe places where everyone can be themselves.
• Curiosity: We foster a culture of exploration, innovation, and forward thinking by creating environments that support learning and growth.
• Connection: We are neighbors. We foster relationships, listen and act to build and strengthen our community. We bring people together to share information, ideas, and experiences.
• Equity: We work to change inequitable practices, structures and policies, and attitudes that drive them, to provide opportunities for every person in our community to thrive. As we do so, we actively examine our roles in perpetuating oppressive systems.
• Stewardship: We are accountable to our community, using our resources responsibly. We lead with honesty and integrity, protect privacy and preserve and share the full history of our Denver community.

Benefits

The City and County of Denver offers generous benefits for full-time employees, including:

• Four (4) Medical Plans, Dental, and Vision Insurance
• Pension Plan for Life (employee contributes 8.45%, employer contributes 17.95%) and 457 (b) Retirement Plan
• PTO (over 3 weeks in your first year), quarterly wellness hours, and 12 paid holidays
• CARE Bank, Family Leave Benefits
• Enhanced Work/Life Balance: Employee Assistance Program (6 counseling sessions per year, legal assistance, financial counseling, discounted recreation center passes), Employee Volunteer Program
• Professional Learning and Development Opportunities; Courses and Career Development Resources; Education Refund Program
• EcoPass (unlimited free RTD bus/train rides)

About Our Team

The Information Technology Department at Denver Public Library consists of 4 teams: IT Administration, DevOps, Project Management Office, and the Service Desk. DPL’s IT team members are high performing, technically competent, and passionate technology evangelists, right at the center of all the action. Our staff maintain knowledge of technology trends, best practices, and industry standards. They are skilled in creative problem solving, adaptive thinking, and making connections; and are experienced in bringing projects to a timely completion.

Responsibilities

• Provide Tier-1 and Tier-2 technical support to 28 library branch locations via phone, remote-takeover, IM, and in-person support.
• Deliver award-winning customer service and technical excellence.
• Support technical hardware and software throughout Denver Public Library locations, including PCs, laptops, printers, audio-visual systems, and connected peripherals.
• Diagnose and remediate incident tickets related to library equipment.
• Maintain computerized inventory equipment and specialized service kits for staff and end-users using Asset Panda, an ITIL-compliant, cloud-based ITAM.
• Embrace DPL’s core values and mission statement, adhering to ITIL standards including ticket, inventory, change, problem, release, and small project management.

Requirements

• Solid customer service background in the IT industry with a commitment to creating positive experiences for staff.
• Basic understanding of the ITIL framework.
• Knowledge of Service Desk ticket tracking software.
• Basic knowledge of network architecture and networked desktops including login, file, and print functions.
• Ability to complete tasks on time with attention to detail.
• Ability to communicate effectively with both individuals and groups.
• Ability to use extensive workplace and other technologies including email, internet, databases, and other software.
• Ability to creatively solve problems, negotiate, and handle stressful situations in a positive manner.
• Ability to create and maintain positive staff relationships.
• Skill in prioritizing and scheduling work to allow for its efficient and effective completion.
• Ability to demonstrate innovation and flexibility.
• Ability to work with a diverse group of people.
• Ability to consistently and repeatedly lift 30 pounds.

Qualifications

Minimum Qualifications:

• Graduation from high school or the possession of a GED, HiSET, or TASC Certificate.
• Four (4) years of Information Technology experience performing user support of desktop, legacy systems, and/or Information Technology communications systems.

Additional appropriate education may be substituted for the minimum experience requirement.

Preferred Qualifications:

• Experience in using library automation systems and web-based applications.
• A+ Certification.
• ITIL certification and/or experience with IT Service Management.

Research shows that women and other underrepresented and historically marginalized groups often self-select out if they don't meet every qualification. If you're reading this and feel a true passion for making an impact, we encourage you to apply, as an equal combination of education and experience will be considered.

Schedule

• Occasional evening work required for periodic off-hours maintenance.
• Flexible scheduling, remote work options, and shared responsibility for after-hours support.
• Holidays and weekends off.
• Onsite presence required; this position is not remote.

Pay

Hiring range: $25.30 - $31.63 per hour.

Work Environment & Location

• A valid Driver’s License at the time of application is required.
• Service Operations technicians may use their own personal vehicle (reimbursed mileage) or a provided City vehicle to support multiple branch locations.
• This position is based out of the Central Library in the Civic Center area of downtown Denver; parking is not subsidized by DPL.
• DPL employees may be redeployed to work in other locations or capacities to support core functions of the library system during branch closures or other emergencies.