Job Description

: About Our Job Applicants for employment must have valid work authorization that does not require sponsorship of a visa for employment authorization in the United States. We encourage you to apply as soon as possible because this posting may close without advanced notice. About Technology Services 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. About the Infrastructure and Operations Management Division The Infrastructure and Operations Management Division provides the engineering and maintenance of city technology infrastructure, data storage, and converged networks. The team is responsible for planning and implementing new infrastructure as well as ongoing maintenance and enhancements. The Operations team also provides voice system and end user device support, provides 911 Computer Aided Dispatch (CAD) support to Denver 911, and manages communication and voice radio systems management for first responders and other city agencies. Diversity in the City The City and County of Denver is committed to cultivating a culture of equity, diversity, and inclusion. This commitment is woven into our values and belief that we are strongest when we embrace and celebrate our differences. We aim to have employees who are as diverse as our residents, with different perspectives and unique ways of thinking. If you share these values and our enthusiasm for equity, we encourage you to apply to join our team. The Service Desk team is a dynamic group that provides support across a wide spectrum of end users and technologies. The Senior Service Desk Technician will support numerous agencies and work units across the entire City and County of Denver, providing superior customer service, and work toward maximum first call resolution. The duties of a Senior Service Desk Technician include, but are not limited to, performing technical support in a service desk setting to a wide variety of users with complex and non-routine hardware and software problems, which includes: logging, connectivity, troubleshooting, testing, adjusting, resolving, or referring problems to the appropriate Information Technology resource. You will also be working with clients and customers (that is, any individuals who use or receive the services or products that the Service Desk team supports including individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations and be committed to providing quality customer service. In this Senior IT Service Desk Technician position, you will:

• Take incoming calls, troubleshoot issues, assist customers and dispatch/escalate issues to other support groups when necessary
• Act as a liaison between user group and the Information Technology unit to communicate problems and possible solutions
• Research new technologies and procedures to meet the needs of users in various agencies city-wide
• Provide training to user groups on how to identify and prevent problems
• Work with other professional IT staff to develop and maintain technical procedures, documentation, and operational instructions and/or project or work order status
• Test in-house or vendor developed software and software upgrades for user requirements and documents errors or discrepancies for corrections
• Develop policies and procedures for special IT projects within an agency or city-wide
• Document first call resolution opportunities for other teams and customers to use
• Serve as a single point of contact for reported technical issues
• Lead/Coordinate the work of the team in the absence of or at the request of the Service Desk Supervisor or Lead Technician
• Perform additional duties as directed by the Service Desk Supervisor

About You We are looking for someone with some or all the following skills and experience:

• Experience supporting Windows 10
• Experience supporting Microsoft Office 365 / Azure
• Experience with Microsoft Active Directory
• Experience with Powershell
• Excellent customer Service skills
• Communication skills
• ServiceNow experience

We realize your time is valuable so please do not apply if you do not have at least the following 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

By position, must obtain Criminal Justice Information Services (CJIS) clearance within the probationary period. 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 $24.90 - $37.35 Starting Pay Although our full pay range is included above, the budgeted hiring range for this position is $24.90 - $31.12 per hour. 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. For information about right to work, click here for English or here for Spanish.

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