Help Desk Technician IV

As a Help Desk Technician IV, you are the senior technical authority and operational leader of the Help Desk. You’ll resolve the most complex member-facing support issues, lead escalations, mentor fellow technicians, and drive continuous improvement in Help Desk processes and service quality. This role works closely with the Systems Administration and Workstation Management teams, serving as the critical point of coordination for escalations and cross-team problem resolution.

Why Join Marmot?

Marmot offers a collaborative environment where your expertise and leadership are genuinely valued. As a senior contributor, you’ll have a direct impact on service quality for libraries throughout Colorado while working alongside a supportive, mission-driven IT team. This is a full-time, on-site position based in Grand Junction, Colorado, with support for work from home as needed., * Serve as the highest-level escalation point within the Help Desk for complex or unresolved member-facing issues.

• Perform advanced troubleshooting of end-user software, authentication, access, permissions, printing, connectivity, and application issues.
• Act as the primary liaison between the Help Desk and Systems Administration or Workstation Management teams, ensuring escalations include complete diagnostics and documentation.
• Track escalated issues through resolution and keep members informed of status and expectations.
• Lead response and communication for high-impact support incidents affecting multiple members.
• Review escalated tickets for quality, clarity, and adherence to support standards.
• Mentor and train technicians; develop troubleshooting playbooks and support documentation.
• Conduct regular member check-ins to review open tickets, recurring issues, and service satisfaction.
• Analyze ticket trends to identify recurring issues, escalation patterns, and training gaps.
• Monitor service performance metrics and prepare reports on ticket volume and service trends.
• Participate in testing and validation of new end-user-facing systems before deployment.

• Associate’s degree in Information Technology, Computer Science, or related field (or equivalent combination of education and experience).
• 6+ years of progressively responsible help desk or end-user support experience.
• Demonstrated experience handling advanced troubleshooting and leading escalations.
• Experience mentoring or coaching technical staff.
• Advanced knowledge of end-user operating systems and applications (Windows, macOS, browsers, productivity tools).
• Strong understanding of identity, access, and authentication concepts from an end-user support perspective.
• Solid grasp of networking fundamentals as they impact end users (DNS, DHCP, Wi-Fi, VPN).
• Excellent communication skills with both technical and non-technical audiences.
• Strong analytical and problem-solving skills with the ability to work independently., * Bachelor’s degree in Information Technology or related field.
• Experience working in a multi-team IT environment with clearly defined operational boundaries.
• Experience supporting public-sector, library, or consortium environments.
• Familiarity with ITIL or service management frameworks.
• Experience identifying systemic issues and driving process improvements.

Pulled from the full job description

• Loan forgiveness
• 403(b) matching
• Professional development assistance
• Tuition reimbursement
• 403(b)
• Parental leave
• 401(k), Physical Requirements & Work Environment
• Full-time, on-site position in Grand Junction, Colorado
• Work is primarily performed at a desk with frequent interaction across teams and member libraries
• Occasional lifting and moving of computer equipment (up to 40 lb)

Compensation & Benefits

• Wages: per hour range: $34.62/hr-$37.50/hr
• Non-Exempt
• Benefits Include:
• Paid vacation, sick, and holiday leave
• A platinum PPO health care plan with 100% of employee premiums covered by Marmot, as well as 75% of spouse and dependent premiums
• Dental insurance with employee premiums covered 100% by Marmot
• Vision insurance with employee and spouse/dependent premiums covered 100% by Marmot
• 403(B) retirement plan with initial employer match up to 7%; employer contributions increase according to longevity with Marmot
• Life insurance
• $500/year Health Reimbursement Account (HRA)
• $600/year Healthy Choices reimbursement program
• Substantial Employee Assistance Program
• ID theft insurance coverage
• Work-from-home support for remote troubleshooting
• Marmot is a qualified employer for Public Service Loan Forgiveness for federal student aid., * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance