IT Service Desk Tech II - Denver International Airport

City and County of Denver; Denver (CO); Hybride; USD 53 000 - 79 000; Plein temps

Avantages offerts par ce poste

Pension Plan

457B Retirement

PTO & Holidays

Medical/Dental/Vision

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Team player

Hardware knowledge

Troubleshooting

Office 365

ServiceNow

Clear communicator

Independent work

ITIL knowledge

Formation

High School Diploma or GED

Outils

Active Directory

VPN (Cisco AnyConnect/Citrix)

Microsoft Teams

ServiceNow

Description du poste

About Our Job

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.

What We Offer

The City and County of Denver offers a competitive salary commensurate with education and experience. New hires are typically brought into the organization between $25.30 - $29.50. 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

Location & Schedule

This position utilizes a hybrid work model upon completion of in-person training. On-site days will report from our Technology Service Office located on Concourse A at Denver International Airport. The schedule will be Monday- Friday, standard business hours with a mandatory on-call rotation.

The City and County of Denver utilizes a hybrid model workplace that balances the responsibilities of public service with the benefits of a flexible work environment. Employees work where needed, at a city site and/or in the field at least three days a week, and telecommute remotely at a designated workplace within the State of Colorado the remaining days. This policy is subject to change based on the needs of DEN and the IT operation.

Who We Are & What You’ll DO

About DEN

Denver International Airport (DEN) is the third-busiest airport in the United States and one of the top ten busiest airports in the world, connecting our community globally through flight and business. DEN is the primary economic engine for the state of Colorado, generating more than $33 billion for the region annually and employing nearly 30,000 people. At DEN, we are committed to fostering a diverse, inclusive and equitable workplace. We celebrate individuality and uplift all races, ethnicities, gender identities, national origins, ages, abilities, religion, and LGBTQIA+ communities. We know that our diversity makes us stronger, and we strive to keep diversity, equity and inclusion at the center of all that we do.

The Denver International Airport’s Service Desk team is responsible for assisting airport employees with different technology tools that help make Denver International Airport the best airport in the nation.

As an IT Service Desk Technician II, you will have the opportunity to:

• Providing professional and respectful level-one support for customer issues or requests related to Windows 10/11/Active Directory, Dell Desktop/laptop hardware, Software including Office 365, Microsoft Teams, Google Chrome, Smartphone (Android and iOS) hardware/apps, Virtual Private Network (VPN) (Cisco AnyConnect/Citrix Workspace) , basic audio/visual equipment, Installing/uninstalling software from machines, Multifactor authentication (MFA) and other technology-related inquiries
• Troubleshooting issues with customers via various engagement methods (phone, email, Microsoft Teams, etc.)
• Logging tickets for technical issues and requests for service using ServiceNow
• Processing requests for technology hardware, such as laptops, desktops, and smartphones
• Coordinating tasks and issues resolutions with other technicians or teams
• Transferring calls that are beyond tier-one scope to other resolver groups
• Writing email communications to the organization about scheduled events (software maintenance, upgrades, etc.) or outages
• Take on-call duties on a rotational basis, which may require work on holidays and/or weekends
• Other duties as assigned

What You’ll Bring

We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels. You’ll be right at home here if you cultivate strong relationships and push yourself, your work, the people around you and Denver to the next level.

At the Service Desk, we strive to provide the most proactive and best customer experience to the Denver International Airport. We are looking for candidates who possess a balance of strong technical skills with excellent customer service and interpersonal skills.

In addition, we are looking for candidates with some or all of the following experience:

• Team player mentality.
• Broad working knowledge of computer hardware, software, Windows 10/11, and smartphones.
• Strong troubleshooting background
• Office 365 experience
• ServiceNow experience.
• Passion for using technical skills to help others
• Clear communicator (verbal and written) who can translate technical jargon to customers and update tickets with pertinent information
• Ability to work independently.
• ITIL Framework knowledge, a plus

Required Minimum Qualifications

Internal Candidates Only: Please note that probationary employees are not eligible to apply to open positions until they’ve successfully passed probation. Please only apply if you have already passed probation.

• 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.
• Licenses and certifications must be kept current as a condition of employment.

Application Deadline

This position is expected to stay open until 10/18/2026. Please submit your application as soon as possible and no later than 10/17/2026 at 11:59 PM.

FBI Background Check: FBI criminal background check is required for all positions at Denver International Airport (DEN). Employees are also required to report any felony convictions and/or moving violations to maintain this clearance and be eligible for continued employment. By position, a pre-employment physical/drug test may be required.

Snow / Emergency Duties: Denver International Airport is a 24/7/365 team operation. If weather conditions warrant or an emergency crisis occurs, all DEN employees can be required to work extended hours and/or shifts.

About Everything Else

Job Profile

CI1659 IT Technician II

To view the full job profile including position specifications, physical demands, and probationary period, click here.

Position Type

Unlimited

Position Salary Range

$25.30 - $37.96

Target Pay

$25.30 - $29.50/based on education and experience

Agency

Denver International Airport

Denver 

Redeployment during Citywide Emergencies

City and County of Denver employees may be re-deployed to work in other capacities in their own agencies or in other city agencies to support core functions of the city during a citywide emergency declared by the Mayor.

The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact [e-mail] with three business days’ notice.

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.

For information about right to work, click here for English or here for Spanish.