City and County of Denver Associate Service Desk Technician in Denver, Colorado

Associate Service Desk Technician

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Associate Service Desk Technician

Salary

$22.41 - $32.72 Hourly

Location

CO 80202, CO

Job Type

Unlimited Regular

Department

Technology Services (TS)

Job Number

3961

Closing

7/19/2018 11:59 PM Mountain

  • Description

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About Us

The secret is out: Denver is the nation's top place to live, work, and play. Being the best place to live isn't easy; maintaining such a reputation means we need the best people working for the residents of Denver. People who want to make a difference; people who want to give back; people who want to be at the heart of this city and have a hand in creating our future. When you join us, you will employ your unique skills to do important and meaningful work critical to the success of both your organization and the city as a whole. Be a part of the city that you love. #WhereDenverWorks

Technology Services is seeking an Associate Service Desk Technician to join its Service Operations team.

Want to join a team of talented, customer focused, goal oriented individuals who strive toward being the nations model for Service Desk Operations? Are you someone who thrives on delivering exceptional service to customers and someone who loves to troubleshoot and resolve technical problems? If so, we want to hear from you!

The Technology Services Department (TS) of the City and County of Denver is using state-of-the-art technologies and methodologies to deliver and improve the systems, applications and operations that we deliver to our customers. Technology Services supports the people, agencies and ideas that make the City and County of Denver world class city. The City offers a unique opportunity to work with a diverse business and technology environment on a large scale as we employ over 12,000 people, of which 9,000+ are daily technology consumers in support of a diverse population in excess of 500,000 citizens.

About Our Job

As an Associate Service Desk Technician, you will act as the first point of contact for customers across the City and County of Denver to help resolve the technical problems they encounter. You will have the opportunity to troubleshoot issues tied to a wide variety of systems, applications, and hardware components, including mobile devices and network equipment. To be successful in this role, you'll need to be strong in customer service and excel in first level resolution. Continuous improvement is a core pillar of our team's focus as well. A process oriented mindset, good verbal and written skills, and a focus on efficiency are things we'll look for in a strong candidate applying for this position.

As the frontline technology support group for our customers, you'll be a part of a team that (through technical troubleshooting prowess) help keep the City and County of Denver up and running!

Additionally as an Associate Service Desk Technician, you will:

  • Troubleshoot technical related issues via phone and electronically through our ticket handling system

  • Log, troubleshoot, test, adjust, resolve, or refer customer issues to the appropriate Information Technology resource (if unable to resolve at the Service Desk). Drive toward resolution for customers and ownership of ensuring the issue is truly resolved prior to closure of a customer issue.

  • Act as a liaison between various user groups and the Information Technology agency to communicate problems and possible solutions.

  • Develop new and maintain existing technical procedures, documentation, and operational instructions in our organizations knowledge base.

  • Read, understand, and follow technical or other complex materials required for the job.

  • Communicate effectively with customers (applying appropriate soft skills) in both written and vocal forms.

  • Perform mainframe based tasks (job processing).

  • Perform other duties as assigned.

About You

Please submit a resume and cover letter with your application. Only applications with a resume and cover letter will be seriously considered.

Our Ideal Candidate has:

  • Strong experience supporting end user customers in a Service Desk environment with an emphasis on First Level Resolution (FLR)

  • Previous experience supporting the City and County of Denver a plus

  • Experience delivering excellent customer support by being proactive, checking understanding and practicing active listening.

  • Good communication skills (verbal and written)

  • Focus on efficiency and highly organized

  • Experience maintaining or troubleshooting 2 or more of the following systems/items:

  • Windows 7,8 and 10 Desktop Operating Systems

  • Basic OS security

  • Basic OS file structure

  • Basic OS registry

  • Microsoft Office Suites

  • Internet Explorer

  • basic Active Directory tasks including account creation and modification

  • remote desktop

  • Basic LAN/WAN,

  • Wired and Wireless

  • Basic Application installation tasks and concepts

  • Conference room/media/event support,

  • Client desktop hardwar/software/peripherals

  • Desktop moves/adds/changes

We recognize your time is valuable, so please do not apply unless you meet the following minimum qualifications:

  • Education Requirement: Associate Degree in Computer Science, Computer Information Systems, Business Administration, Mathematics, or a directly related field.

  • Experience Requirement: Two years of Information Technology experience performing user support of desktop, legacy systems and/or Information Technology communications systems.

  • Education/Experience Equivalency: Additional appropriate education and experience may be substituted for the minimum education and experience requirement.

About Everything Else

Classification Title: We call this an Associate Service Desk Technician. The official job classification title is Associate Information Technology Technician [CI1659].

Hiring Range: Hourly pay will depend on qualifications

Assessments/Testing: This position does not require an assessment.

Pre-employment Screening: An offer of employment is contingent on the verification of credentials and other information required by law and City and County of Denver policies, including the successful completion of a background check. Candidates must pass a criminal background check and other verifications required for the position which may include, but are not limited to, employment and/or education verification, motor vehicle record check, drug test, and/or physical. The existence of a conviction does not automatically disqualify an individual from employment except where federal or state law or regulations prohibit employment of an individual with certain convictions. For more information about the selection and employment screening process, click here.

Probationary Period: This position may require the selected candidate to complete at least a six month probationary period prior to attaining career status with the City & County of Denver. For more information about the probationary period, click here.

The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

Recruiter: HT

#ZR

To view the City and County of Denver's robust benefit package that only a multiple-industry employer can offer click the link below.

www.DenverGov.org/Benefits