IT Technician III – Denver International Airport
About The Position
Denver International Airport (DEN) is seeking an IT Technician III to join the Solution Center team. This role provides excellent customer support to airport employees and contractors, assisting them with technology and tools. The IT Technician III will be responsible for providing level-one support for various technical issues and requests, troubleshooting problems, documenting tickets, processing hardware requests, repairing computer hardware, setting up and moving equipment, coordinating with other technicians, escalating complex issues, and communicating about scheduled events. The position requires strong technical expertise combined with outstanding customer service and interpersonal skills.
Requirements
- Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
- Five (5) years of Information Technology experience performing user support of desktop, legacy systems, and/or Information Technology communications systems.
- Has a broad working knowledge of computer hardware, software, operating systems, and smart phones
- Is a good, clear communicator (verbal and written) who can translate technical jargon to customers and updates tickets with pertinent information
- Works cooperatively with other teams when issues/tickets need to be transferred
- Has a positive attitude and cooperates with others
- Works independently with little to no supervision
- Is flexible with change and open to new ideas
- Accepts and adapts to constructive feedback given to develop in the role
- Takes accountability to grow skillsets to improve customer experience
Nice To Haves
- Has a passion for using technical skills to help others
- Is innovative about improving processes for customers
Responsibilities
- Providing professional, polite, and respectful level-one support for customer issues or requests related to: Windows 10, Active Directory, desktop/laptop hardware, software including Office 365, Microsoft Teams, Google Chrome, and others. Smartphone hardware/apps, Virtual Private Network (VPN), basic audio/visual equipment, installing/uninstalling software from machines and others.
- Troubleshooting issues over the phone, in person, and over email via various engagement methods (phone, in-person, email, Microsoft Teams, etc.)
- Logging/documenting tickets for technical issues and/or requests
- Processing requests for technological hardware, such as laptops, desktops, and smart phones
- Replacing/repairing computer hardware, such as hard drives, memory, batteries, etc
- Setting up and/or moving computers/technological hardware between offices
- Coordinating tasks/resolutions with other technicians/teams
- Escalating calls that are beyond tier-one scope to other resolver groups.
- Writing communications (emails) to the organization about scheduled events (software maintenance, outages, etc.)
- Performs other duties as assigned
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 + 11 paid holidays, 1 personal holiday 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
