IT Desktop Support Technician
About The Position
Technology Services (TS) is the central information technology department for the City and County of Denver. The agency provides technology infrastructure, development, support, and solutions to all city departments; management of 911 system communications and Denver’s 311 non-emergency contact center; public, educational, and government television operations; and oversight of digital transformation. The Infrastructure and Operations Division oversees the engineering and maintenance of city technology infrastructure, data storage, and networks. The division provides voice system and end-user device support, Computer Aided Dispatch (CAD) support to Denver 911, and communication and voice radio systems management for first responders and other city agencies. As an IT Desktop Support Technician II, you will provide day-to-day technical support for desktop hardware, software, peripherals, and user requests. You will address routine incidents, assist with user setup, and support common technical issues to ensure smooth operations across City locations. This position enables Senior Technicians to focus on advanced troubleshooting and complex incident resolutions.
Requirements
- 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.
- Requires a valid Driver's License at the time of application.
- Must obtain Criminal Justice Information Services (CJIS) clearance within the probationary period.
- Licenses and certifications must be kept current as a condition of employment.
- Experience supporting Windows 11 and Microsoft Office 365.
- Attentive and responsive customer service skills.
- Clear communication skills - written and verbal.
- Independent self-starter able to collaborate actively with others in a cross-functional team.
- 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.
Nice To Haves
- ServiceNow experience preferred.
- Experience or knowledge in ITIL process handling incident, change and problem managements.
- SCCM and macOS experience a plus.
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.
- Assist with 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.
- Collaborate and work effectively as part of a team, including attending team meetings, participating in cross-team discussions, and completing regular check-ins with your manager.
Benefits
- A guaranteed life-long monthly pension, once vested after 5 years of service
- 457B Retirement Plan
- 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year
- Competitive medical, dental and vision plans effective within 1 month of start date
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
