Hybrid IT Service Desk Technician II

City and County of Denver; Denver (CO); Hybrid; USD 53,000 - 79,000; Full time

Benefits offered by this job

Pension Plan

457B Retirement

PTO & Holidays

Medical/Dental/Vision

Job summary

City and County of Denver is seeking an IT Service Desk Technician II to provide level-one support for Windows, hardware, and software, and to manage ticketing via ServiceNow. The role includes on-call duties and collaboration with IT teams.

The position offers hybrid work with on-site presence at the Technology Service Office, and requires strong customer service and troubleshooting skills to support Denver International Airport staff.

Qualifications

• Graduation from high school or GED/HiSET/TASC certificate.
• Four (4) years of IT experience providing user support of desktop, legacy systems, and/or IT communications systems.
• Education/Experience equivalency allowed for minimum qualifications.
• Licenses and certifications must be kept current.

Responsibilities

• Provide level-one support for Windows 10/11, hardware, Office 365, VPN, MFA, and related tech inquiries.
• Troubleshoot issues with customers via phone, email, or Teams.
• Log tickets in ServiceNow for tech issues and requests.
• Process technology hardware requests (laptops, desktops, smartphones).
• Coordinate tasks and resolutions with other technicians or teams.
• Escalate to other resolver groups as needed.
• Draft email communications about outages or maintenance events.
• Take on-call duties on a rotating basis, including some holidays/weekends.
• Perform other duties as assigned.

Skills

Team player

Hardware knowledge

Troubleshooting

Office 365

ServiceNow

Clear communicator

Independent work

ITIL knowledge

Education

High School Diploma or GED

Tools

Active Directory

VPN (Cisco AnyConnect/Citrix)

Microsoft Teams

ServiceNow

Job description

City and County of Denver is seeking an IT Service Desk Technician II to provide level-one support for Windows, hardware, and software, and to manage ticketing via ServiceNow. The role includes on-call duties and collaboration with IT teams.

The position offers hybrid work with on-site presence at the Technology Service Office, and requires strong customer service and troubleshooting skills to support Denver International Airport staff.