IT Desktop Support Technician

Technology Services (TS) is the central information technology department for the City and County of Denver. The agency provides technology infrastructure, development, support, and solutions to all city departments; management of 911 system communications and Denver’s 311 non-emergency contact center; public, educational, and government television operations; and oversight of digital transformation.

The Infrastructure and Operations Division oversees the engineering and maintenance of city technology infrastructure, data storage, and networks. The division provides voice system and end-user device support, Computer Aided Dispatch (CAD) support to Denver 911, and communication and voice radio systems management for first responders and other city agencies.

As an IT Desktop Support Technician II, you will provide day-to-day technical support for desktop hardware, software, peripherals, and user requests. You will address routine incidents, assist with user setup, and support common technical issues to ensure smooth operations across City locations. This position enables Senior Technicians to focus on advanced troubleshooting and complex incident resolutions.

As the IT Desktop Support Technician II, duties will include:

• Install, configure, and maintain desktop hardware, software, and peripherals.
• Respond to service tickets, calls, and chats for basic technical support needs.
• Troubleshoot common desktop, software, and connectivity issues.
• Assist with user onboarding and workstation preparation.
• Provide clear communication and customer service to reinforce proper computer use and City policies.
• Assist with office moves, including moving, connecting, and setting up IT equipment.
• Support inventory tracking and equipment updates in ServiceNow.
• Document work performed in tickets and follow established procedures.
• Perform all necessary tasks related to IT support for assigned tickets supported locations.
• Travel to various City locations as needed to perform support activities, using City fleet vehicles when required.
• Work collaboratively with senior technicians and other teams as needed.
• Collaborate and work effectively as part of a team, including attending team meetings, participating in cross-team discussions, and completing regular check-ins with your manager.

• Experience supporting Windows 11 and Microsoft Office 365.
• Attentive and responsive customer service skills.
• Clear communication skills - written and verbal.
• ServiceNow experience preferred.
• Experience or knowledge in ITIL process handling incident, change and problem managements.
• Independent self-starter able to collaborate actively with others in a cross-functional team.
• SCCM and macOS experience a plus.
• Ability to pivot and work in a dynamic setting where demands and priorities throughout the day may change.
• Eagerness to learn and take responsibility to learn new technical skills and share tasks., * Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Experience Requirement: Four (4) years of Information Technology experience performing user support of desktop, legacy systems and/or Information Technology communications systems.
• Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirement.
• License/Certifications: Requires a valid Driver’s License at the time of application. Must obtain Criminal Justice Information Services (CJIS) clearance within the probationary period. Licenses and certifications must be kept current as a condition of employment., Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.

The City and County of Denver offers a competitive salary commensurate with education and experience. New hires are typically brought into the organization between $26.84 - $33.55/hour. We also offer generous benefits for full-time employees which include but are not limited to:

• A guaranteed life-long monthly pension, once vested after 5 years of service
• 457B Retirement Plan
• 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date

With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose - for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver.