IT Tech III - Denver International Airport

City and County of Denver • Denver, CO

1d • $27 - $38 • Hybrid

About The Position

The City and County of Denver is hiring an IT Technician III for the Denver International Airport Business Technologies Service Desk Team. The role provides customer-focused, level-one technology support to airport employees and contractors for Windows, Active Directory, desktop and laptop hardware, software, smartphones, VPN, and basic audio/visual equipment. Support is delivered by phone, ticketing system, in person, email, Microsoft Teams, and other engagement methods.

The position also involves logging and documenting tickets, processing technology requests, deploying and configuring mobile devices, helping lead quarterly mobile-device upgrades and assisting with billing. The technician coordinates resolutions with other teams, escalates issues beyond tier-one scope, communicates scheduled software events, maintenance and outages, recommends process improvements, and develops and maintains knowledge-base articles.

The position uses a hybrid work model after in-person training. Employees work at a City site or in the field at least three days per week and remotely from a designated workplace in Colorado on the remaining days. On-site work is at the Technology Service Office on Concourse A at Denver International Airport. The schedule is Monday through Friday during standard business hours, with a mandatory on-call rotation. DEN employees may be required to work extended hours or shifts during severe weather or emergencies. The position is listed as unlimited, and the City describes the stated benefits as applying to full-time employees.

Requirements

• High school graduation or possession of a GED, HiSET, or TASC Certificate.
• Five years of Information Technology experience performing user support of desktop, legacy systems, and/or Information Technology communications systems; additional appropriate education may substitute for the minimum experience requirement.
• By position, an appropriate Information Technology certification is required; licenses and certifications must be kept current as a condition of employment.
• Strong troubleshooting background.
• Service Desk or Help Desk experience.
• Broad working knowledge of computer hardware, software, operating systems, and smartphones.
• Strong verbal and written communication skills, including the ability to explain technical information to customers and update tickets with pertinent information.
• Ability to work cooperatively with other teams when transferring issues or tickets.
• Ability to work independently with little to no supervision.
• Flexibility with change and openness to new ideas; ability to accept and adapt to constructive feedback and take accountability for developing skills.
• Internal applicants must have successfully passed probation before applying.
• Must have valid U.S. work authorization that does not require visa sponsorship.
• Must complete the FBI criminal background check required for DEN positions and report felony convictions and/or moving violations to maintain clearance.

Nice To Haves

• ServiceNow experience.
• A passion for using technical skills to help others.
• A positive attitude and cooperative approach.
• Interest in improving customer-facing processes and experience.
• Ability to take ownership of mistakes and use them as learning opportunities.

Responsibilities

• Provide professional, customer-service-oriented level-one support for issues and requests involving Windows, Active Directory, desktop and laptop hardware, software, Office 365, Microsoft Teams, Google Chrome, smartphones, VPN, and basic audio/visual equipment.
• Install and uninstall software on machines and troubleshoot issues through phone, ticketing system, in-person, email, Microsoft Teams, and other engagement methods.
• Log and document technical issue and request tickets, and process requests received by phone and electronic methods.
• Deploy and configure mobile devices.
• Help lead a quarterly mobile-device upgrade plan and assist with billing.
• Coordinate tasks and resolutions with other technicians and teams.
• Escalate calls beyond the tier-one scope to other resolver groups.
• Write organizational communications about scheduled software events, maintenance, outages, and similar matters.
• Identify processes that can be improved and recommend changes to leadership.
• Develop and maintain knowledge-base articles.
• Perform other duties as assigned.

Benefits

• Guaranteed lifelong monthly pension once vested after five years of service.
• 457B retirement plan.
• 140 hours of PTO earned within the first year.
• 12 paid holidays, one personal holiday, one Wellness Day, and one volunteer day per year.
• Competitive medical, dental, and vision plans effective within one month of the start date.

What This Job Offers

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