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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Technician IV - **Company:** Marmot Library Network Inc - **Location:** Grand Junction, CO, United States (Remote available) - **Experience:** Expert - **Salary:** $72,010.0 - $78,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, User Authentication, Dynamic Host Configuration Protocol, Domain Name System (DNS), Web Browsers, Virtual Private Networks (VPN), Networking Basics, Productivity Software, Wi-Fi Technology, Information Technology - **Published:** July 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=92892fe15a9ae57f ## About the Role * 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. ## Description 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. ## Related Videos - [How Web AI Can Power the Agentic Web - Jason Mayes (Google)](https://www.wearedevelopers.com/videos/1896-how-web-ai-can-power-the-agentic-web-jason-mayes-google) - [Smart, Connected, Unexpected: The Wild Side of IoT and AI](https://www.wearedevelopers.com/videos/1113-smart-connected-unexpected-the-wild-side-of-iot-and-ai) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Prototyping with Hardware and the Web](https://www.wearedevelopers.com/videos/651-prototyping-with-hardware-and-the-web) - [Privacy-first in-browser Generative AI web apps: offline-ready, future-proof, standards-based](https://www.wearedevelopers.com/videos/1572-privacy-first-in-browser-generative-ai-web-apps-offline-ready-future-proof-standards-based) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Should Tech Managers Be Developers First? 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