Desktop Support Tech I, II & III

Eagle County Government; Vail (CO); Hybrid; USD 60,000 - 98,000; Full time

Benefits offered by this job

Employee housing available

Job summary

Eagle County Government is seeking a Desktop Support Technician to join its IT team, delivering hands-on and remote support across 12 office locations. The role emphasizes customer service, error resolution, and efficient endpoint management while enabling ongoing professional growth.

Successful candidates will support Windows 11, Google Workspace/Microsoft 365, iOS/Android devices, and basic network concepts, with responsibilities ranging from OS deployment to policy updates and EOC readiness.

Qualifications

• Experience providing desktop/end-user support in a professional IT environment.
• Ability to learn new technologies quickly and adapt to changing priorities.
• Willingness to obtain Google IT Support Professional Certificate or Microsoft Endpoint Administrator Associate within 6 months.

Responsibilities

• Provide end-user and endpoint support via in-person, phone, chat, and remote channels.
• Create/terminate/update user accounts, security groups, and access permissions.
• Rebuild OS images, manage configurations, and deploy software/packages.
• Troubleshoot network issues and respond to security incidents.
• Use PowerShell and CLI tools to automate tasks and manage policies.
• Maintain hardware inventories and document processes and FAQs.
• Provide emergency support during EOC operations as needed.

Skills

End-user support

Troubleshooting

PowerShell

Chrome OS

Windows 11

Networking basics

Customer service

Remote support

Scripting basics

Education

Google IT Support Professional Certificate

Microsoft Certified Endpoint Administrator Associate

Tools

Active Directory

Endpoint management tools

Group Policy Objects (GPOs)

PowerShell

Microsoft 365

Google Workspace

Job description

Eagle County Government is seeking a customer-focused, adaptable, and tech-savvy professional to join our IT team as a Desktop Support Technician. This position serves as a primary point of contact for end users across our departments, providing critical hands-on and remote support, troubleshooting, hardware maintenance, and technology training.

Whether you are an aspiring IT professional looking to launch your career or an experienced technician skilled in endpoint administration and scripting, this role offers structured growth and continuous professional development. You will support employees at our 12 different office locations throughout the Eagle River and Roaring Fork Valleys, in-person and virtually, to ensure system security and keep public services running smoothly.

Employee housing available!

Schedule: Mon-Fri, 8am-5pm.

Salary Ranges

• Level I: $27.46 - $38.45
• Level II: $30.21 - $42.29
• Level III: $33.23 - $46.52
• Starting pay is typically between the minimum and mid-point of the assigned level; offers above the mid-point may be made based on advanced qualifications and experience.

Key Responsibilities

• End-User & Endpoint Support: Provide timely, empathetic customer service via in-person, phone, chat, and remote channels. Resolve issues involving PCs, laptops, mobile devices (iOS/Android), network printers, and conference room technology.
• User Lifecycle & Directory Management: Create, terminate, and update user accounts, security groups, email distribution lists, MFA configurations, and shared drive access.
• Deployment & Systems Maintenance: Rebuild OS images, push configuration profiles through endpoint management tools, run deployment pipelines, and physically set up or move IT workstations.
• Network & Security Support: Perform Layer 1/Layer 2 network troubleshooting and serve as first responder for user-level account or hardware security incidents.
• Automation & Scripting (Levels 2 & 3): Utilize PowerShell and CLI tools to automate routine administrative tasks, package software applications (.exe/.msi), and edit Group Policy Objects (GPOs).
• Inventory & Documentation: Maintain hardware inventories, track support requests in line with service level agreements (SLAs), and write clear end-user guides and FAQs.
• Emergency Support: Serve in an Emergency Operations Center (EOC) support role during community emergencies as needed.

Level 1 Technician (See Full Job Description Here)

• Focus: Entry-level / growth-oriented role focused on core end-user assistance, workstation setup, hardware maintenance, and Layer 1 network troubleshooting.
• Experience: Professional experience, education, or training supporting computer hardware, Microsoft OS, and Chrome OS in a customer service environment preferred.
• Requirements: Ability to learn quickly; commitment to completing the Google IT Support Professional Certificate or Microsoft Endpoint Administrator Associate within the first 6 months (paid for by Eagle County).

Level 2 Technician (See Full Job Description Here)

• Focus: Intermediate support role operating with higher independence to handle complex escalations, user lifecycle management, initial security incident response, and basic PowerShell scripts.
• Experience: Minimum 2 years of related IT end-user/desktop support experience, education, or training required (3 years preferred).
• Requirements: Experience with Active Directory, endpoint management tools, and provisioning sequences. Must obtain required certification within 6 months if not already held.

Level 3 Technician (See Full Job Description Here)

• Focus: High-tier technical lead for desktop support, focusing on endpoint management, automated software deployment, PowerShell scripting, Group Policy, and advanced log diagnostics.
• Experience: Minimum 4 years of related IT end-user/desktop support experience required (5 years preferred).
• Requirements: Advanced knowledge of Active Directory, GPOs, endpoint targeting (Boolean logic), installer packaging, and event log root-cause analysis.

Minimum Qualifications & Requirements For All Levels

• Driver's License: Valid driver's license and a satisfactory motor vehicle record are required (travel across county facilities in the Eagle River and Roaring Fork Valleys is expected).
• Required Certification Commitment: Must be willing and able to obtain the Google IT Support Professional Certificate or Microsoft Certified Endpoint Administrator Associate within 6 months of hire. Eagle County covers 100% of the training and exam costs and provides dedicated study time during the workweek.

Key Knowledge, Skills & Abilities For All Levels

• Customer First Mindset: Friendly, patient, and tactful communication skills with the ability to explain complex technical concepts to non-technical users.
• Problem-Solving & Adaptability: Resourcefulness to troubleshoot new issues under deadline pressure while keeping calm and professional.
• Technical Versatility: Familiarity with Windows 11, Google Workspace/Microsoft 365, iOS, Android, and wired/wireless networking basics.
• Hybrid Work Aptitude: Ability to work effectively in a hybrid setup supporting both on-site and remote employees.
• Discretion: Demonstrated judgment and commitment to confidentiality when managing administrative security permissions and sensitive data.

Career Progression

Grow your career with us! Eagle County Government is committed to a culture fostering employee growth and rewarding our team members for developing their knowledge, skills, and abilities.

Many departments and offices, including the IT department, offer promotion by progression programs. These programs allow qualified employees to advance to higher-level positions once they master the required skills and knowledge.

Culture & Benefits

Working in local government is one of the best career paths in the mountains. "Your Career will Soar with Eagle County". Get started with us today!

• Why is Eagle County recognized as a Best Place to Work in 2022? Culture of flexibility and support for mental health / wellness. Check out more awards here.
• Purpose! A modern, values-driven workplace with more than 550 employees embracing a welcoming culture, supportive leaders and an organization focused on our mission: Creating a Better Eagle County for All.
• Learning organization focused on professional development opportunities, FREE CMC classes and Tuition reimbursement.
• Future-focused with our Strategic Plan on improving housing, climate change and more.
• As a certified healthy workplace, our culture recognizes the importance of individual needs and enjoying life outside of work. Other perks may include flexible work arrangements, paid volunteer time, and daytime fitness classes/bike rides.

Great benefits! See the details

• Comprehensive and low-cost medical, dental, and vision insurance (as low as $85/month for employee only)
• Wellness program where you can earn cash or extra days off
• 15 paid holidays
• Paid time off (starting at 12 days) and additional medical leave
• Paid volunteer hours
• 8% (dollar-for-dollar match) retirement plan
• Free classes at Colorado Mountain College
• Eagle County University classes (internal training)
• Tuition reimbursement programs
• Bilingual Pay Incentive
• Free bus pass and more