IT Service Desk Tech II - Denver International Airport

City and County of Denver • Denver, CO

1d • $25 - $38 • Hybrid

About The Position

The Denver International Airport’s Service Desk team is responsible for assisting airport employees with different technology tools that help make Denver International Airport the best airport in the nation. As an IT Service Desk Technician II, you will have the opportunity to provide professional and respectful level-one support for customer issues or requests related to various technologies, troubleshoot issues, log tickets, process requests for technology hardware, coordinate tasks, transfer calls, write communications, and take on-call duties.

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.
• Team player mentality.
• Broad working knowledge of computer hardware, software, Windows 10/11, and smartphones.
• Strong troubleshooting background
• Office 365 experience
• ServiceNow experience.
• Passion for using technical skills to help others
• Clear communicator (verbal and written) who can translate technical jargon to customers and update tickets with pertinent information
• Ability to work independently.
• FBI criminal background check is required.
• Valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.

Nice To Haves

• ITIL Framework knowledge, a plus

Responsibilities

• Providing professional and respectful level-one support for customer issues or requests related to Windows 10/11/Active Directory, Dell Desktop/laptop hardware, Software including Office 365, Microsoft Teams, Google Chrome, Smartphone (Android and iOS) hardware/apps, Virtual Private Network (VPN) (Cisco AnyConnect/Citrix Workspace) , basic audio/visual equipment, Installing/uninstalling software from machines, Multifactor authentication (MFA) and other technology-related inquiries
• Troubleshooting issues with customers via various engagement methods (phone, email, Microsoft Teams, etc.)
• Logging tickets for technical issues and requests for service using ServiceNow
• Processing requests for technology hardware, such as laptops, desktops, and smartphones
• Coordinating tasks and issues resolutions with other technicians or teams
• Transferring calls that are beyond tier-one scope to other resolver groups
• Writing email communications to the organization about scheduled events (software maintenance, upgrades, etc.) or outages
• Take on-call duties on a rotational basis, which may require work on holidays and/or weekends
• Other duties as assigned

Benefits

• Competitive pay
• Great 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
• 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED