IT Support Specialist III - Service Desk

At Jefferson County (Jeffco) Business Innovation & Technology (BIT) we are shaping the role technology plays in government. We are searching for an IT Support Specialist III to join our Service Desk team!

We’re seeking an efficient and effective problem solver capable of providing technical support to users for both software and hardware over the phone, via chat and in person for every level of the organization. The IT Services division provides a full range of services to nearly 3000 County employees and over 500,000 citizens. We offer opportunities for employees to expand their skills and experience in IT areas ranging across Project Management, Information Security, Quality and Process Management, Commercial Applications, Custom Development and rapidly expanding Web Services.

The IT Support Specialist III performs a variety of computer system administration and support tasks. With significant autonomy, this individual examines, constructs, documents, tests, maintains, troubleshoots, and supports PC hardware, operating systems, software applications, peripherals and phones for the entire organization. This position will also be responsible for receiving desktop equipment and asset management associated with receiving and deploying equipment. The position requires a self-motivated and driven professional who elevates their internal and external interactions by modeling humility and excellent written and verbal communication., * Analyze, construct, document, test, maintain, troubleshoot and support PC hardware, operating systems, software applications, peripherals.

• Support mobile devices and audiovisual systems for the entire organization.
• Problem-solving, technical assistance and support coordination to staff for computer hardware, software, networking, and applications systems.
• Follow documented and approved procedures as identified by the supervisor and technical lead.
• Escalate issues as appropriate to technical subject matter experts.

Technical Hardware & Software Services

• Diagnose and resolve computer hardware and software problems.
• Determine root problems for complex and inter-dependent technical hardware and software services.
• Escalate issues as appropriate to technical subject matter experts.

Effective Communication & Documentation

• Communicate diplomatically and skillfully with users.
• Develop project documentation that effectively communicates to both technical and non-technical audiences.
• Determine root issues and give appropriate feedback and instructions to users.
• Independent decision maker based on judgment to resolve a range of complex technical problems.
• Coordinate installation schedules with vendors and County entities.
• Provides technical support to customers in a professional manner and maintains goodwill, cooperation, and productive relationships.

• Other duties and responsibilities as assigned., Accommodations Statement: We encourage people with disabilities to apply and are committed to providing reasonable accommodations throughout our hiring process. For assistance with applications, interviews, or other hiring-related accommodations, contact careertalent@jeffco.us. This contact is for accommodation requests only and cannot provide application status updates.

• Criminal History and MVR Background Checks are required for every position.
• A valid Colorado driver’s license is required for positions that drive on County Business in either a county or personal vehicle within 30-days of hire or beginning to serve as an intern or volunteer.
• Offer of employment contingent upon successful completion of criminal history, motor vehicle report, education verification, and/or references.
• Current Jefferson County employees must apply through their employee profile in Workday.
• In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

This position operates on a 9x80 schedule in-office, with some flexibility for remote work based on customer needs and staffing levels onsite. Must have reliable transportation., Research shows that women and other underrepresented and historically marginalized groups tend to apply only when they check every box in the posting. If you are reading this and hesitating to click “apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience., * Education: Bachelor’s degree in computer science, Information Technology or related field.

• Experience: 1 year of work-related experience in the installation and maintenance of systems for significantly sized local enterprise
• Note an equivalent combination of education and experience is acceptable

Preferred Knowledge, Skills and Abilities:

• 3 years plus HDI Help Desk Analyst and/or Systems Administration experience.
• 3 years plus hands-on hardware support experience.
• Certifications Desired: A+, ITIL 4 Foundation, Microsoft 365 Certified / Endpoint Administrator Associate or higher.
• Experience deploying desktop computers and laptops as part of an annual refresh project.
• Asset management experience.
• IT Ticketing system experience.
• A desire to grow both intellectually and professionally.
• Proficient in using Microsoft Office Suite.
• Ability to articulate clearly and effectively to varying levels of customer.
• Strong written and verbal communication.
• Experience providing priority support to executives.
• Demonstrating initiative, innovation, and resiliency.
• Work independently and as part of a project team.
• Effective problem-solver.
• Desires to help and empower others.
• Analyze, assess, and interpret business requirements to identify technical successes and potential problems.

This position is eligible for Standard Benefits which includes dental, medical, and vision insurance, paid time off and holidays, retirement matching, wellness programs, and tuition reimbursement., Hiring Range: $32.00 - $34.00 USD Hourly, Jefferson County offers a generous benefits package that supports your personal and professional life. Benefits include medical, dental, and vision insurance; paid time off and holidays, including a starting bank of 40 hours of PTO for new hires; retirement matching; wellness programs; tuition reimbursement and more. For more information, click here for our Total Rewards summary.