IT Technician II
About The Position
The Denver Public Library (DPL) is seeking an IT Technician II to join its Information Technology Department. This role will provide Tier-1 and Tier-2 technical support to 28 library branch locations, assisting the IT Service Operations team with phone, remote-takeover, IM, and in-person support. The position requires a strong understanding of PCs, laptops, printers, audio visual systems, and connected peripherals, with the ability to diagnose and resolve related incidents. The IT Technician II will also be responsible for maintaining computerized inventory equipment and specialized service kits using Asset Panda, an ITIL-compliant, cloud-based ITAM. DPL IT is looking for team members who embrace DPL’s core values and mission statement, and are committed to industry-recognized ITIL standards.
Requirements
- A solid customer service background in the IT industry and is committed to creating positive experiences for staff.
- A 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 complete tasks with attention to detail.
- 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.
- 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.
- A valid Driver’s License at the time of application.
Nice To Haves
- Experience in using library automation systems and web-based applications
- A+ Certification
- ITIL certification and/or experience with IT Service Management
Responsibilities
- Provide Tier-1 and Tier-2 technical support to 28 library branch locations.
- Assist DPL’s IT Service Operations team by providing phone, remote-takeover, IM, and in-person support.
- Deliver award-winning customer service and technical excellence.
- Provide Tier-1 and Tier-2 support for technical hardware and software.
- Maintain a good operational understanding of PCs, laptops, printers, audio visual systems and all connected peripherals.
- Diagnose and successfully remediate incident tickets related to hardware and software.
- Maintain computerized inventory equipment and specialized service kits for staff and end-users.
- Adhere to ITIL standards including ticket, inventory, change, problem, release, and small project management.
Benefits
- Four (4) Medical Plans, Dental, 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)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
