IT Service Desk Technician

City of Brighton; Colorado; On-site; USD 60,000 - 63,000; Full time

Job summary

The City of Brighton is seeking an IT Service Desk Technician to provide Level 1–2 technical support for staff across hardware, software, and mobile devices in a Microsoft Windows environment. Strong communication and teamwork are essential to deliver timely ticketing updates and user assistance.

Responsibilities include on-site and remote support, onboarding/offboarding, asset management, and documentation. A Colorado driver’s license and CJIS-style background checks may be required.

Qualifications

• Associates degree (AA) or higher in Computer Science, Information Systems or a related field.
• Help desk experience progressively responsible for research, implementation, administration, documentation, monitoring, upgrading and maintaining applications and system life cycles.
• Equivalent combination of education, training and experience may be considered.
• ITIL Foundations certification and Microsoft Certifications (e.g., M365 Fundamentals, Teams Administrator) are preferred.
• CompTIA A+ and PMP/Project+ certifications are a plus.

Responsibilities

• Provides Level 1 & 2 support for PC hardware, software, and peripherals in a Windows environment.
• Maintains customer-focused service, responding via phone, email, or in person.
• Works with end-users, IT staff, and vendors to resolve issues and escalate when needed.
• Performs user onboarding/offboarding and access management with documented workflows.
• Deploys desktop systems and peripherals, and maintains knowledge bases and ticket notes.

Skills

Windows OS

M365

Active Directory

Networking basics

Customer service

Troubleshooting

Education

Associate degree in Computer Science or related field

Tools

Active Directory

VOIP/desk phones

Ticketing system

Job description

Starting hiring salary - $59,716.89 to $63,299.90 annually

DEFINITION

The IT Service Desk Technician provides level 1 & 2 technical support for City staff, via phone, email, in-person and IT Service Management (ITSM) systems. This position supports a wide variety of technical environments such as PC hardware, application software, operating systems and peripherals, mobile devices and has basic networking knowledge. This employee provides immediate solutions when possible and follows troubleshooting and/or escalation processes where necessary. All issues and requests are entered into a ticketing system, and updates/feedback are provided in a timely manner.

Communication and collaboration skills, as well as a positive attitude, are of paramount importance in this position, as the employee has a high level of interaction with end-users, IT staff and vendors. This person must be able to understand issues and requests, communicate status and ask questions in an effective timely manner, and he or she must work well independently and with teams made up of employees from other divisions. The IT Service Desk team strives to continually provide excellent customer service, showing respect and professionalism in all interactions with a constant goal to support the City of Brighton's mission and values.

SUPERVISION RECEIVED AND EXERCISED

Works under the direction of the IT Service Desk Manager.

This position does not supervise other employees.

EXAMPLES OF IMPORTANT/ESSENTIAL RESPONSIBILITIES AND DUTIES

• Provides Level 1 & 2 support and maintenance within the organization’s computing environment. This includes installing, configuring, diagnosing, repairing, maintaining, and upgrading all PC hardware and peripheral equipment in a Microsoft Windows-based environment to ensure optimal enterprise desktop performance.
• Supports end-users with friendly, efficient and compassionate customer service
• Maintains presence in the IT workspace to assist users requiring technical assistance via phone call, ticketing system or in person. This position provides support remotely in many instances, but will occasionally require travel within the City of Brighton to assist end-users in person
• Evaluates the importance and scope of a wide variety of issues, prioritizing for resolution or escalation
• Tracks ticketing trends, identifying systemic or repeating issues
• Works with hardware and software application vendors when appropriate
• Implements performance upgrades to computers, including the installation of CPUs, l/O and NIC cards, hard drives, RAM, memory chips, CDROMs, and so on.
• Performs user onboarding, offboarding and changes using detailed and accurate workflow processes
• Works with IT Systems staff to define and maintain appropriate access and permissions
• Performs new user orientation sessions on a weekly basis
• Performs administrative tasks in the City's physical access system
• Collaborates closely with IT Operations Manager and other IT staff to ensure efficient operation of the enterprise computing environment .Responds to incoming calls, e-mails, and work orders in a timely manner.
• Maintains detailed documentation (tickets, knowledge bases)
• Participates in all facets of IT asset management, including annual computer refresh program, maintenance of asset database, decommission program, etc.
• Deploys desktop systems, networked printers and other peripherals
• Trains end-users and IT peers as needed in both classroom and individual scenarios.
• Performs administrative tasks within Windows, software applications and other communication devices
• Maintains confidentiality of information consistent with applicable federal, state, and city rules and regulations.
• Participates in rotating on-call responsibilities (24/7 phone support, City Council meeting support).
• Performs other duties as assigned

QUALIFICATIONS

Knowledge of:

• Advanced hardware and software technology, including Windows operating system
• Enterprise Microsoft applications suite (M365)
• Communication devices (iOS and Android mobile devices, VoiP desk phones and their corresponding applications, MiFi devices)
• Microsoft Active Directory, VOIP, TCP/IP, DHCP, DNS, SMTP, FTP, HTTP
• Advanced PC internal components
• Basic networking concepts
• Basic audio/visual components and concepts

Ability to:

• Learn, configure and troubleshoot new technologies and applications
• Work on multiple tasks, prioritize assignments and meet goals in a highly fluid environment
• Work on a wide variety of assignments that vary from routine to irregular in nature.
• Provide hands-on hardware troubleshooting.
• Document procedures and instructions in a concise and clear format
• Conduct research into a wide range of computing issues as required
• Pay keen attention to detail
• Demonstrate excellent oral and written communication
• Read and understand technical manuals, procedural documentation, and OEM guides.
• Work both independently and in a team environment.
• Work with customers at all levels of the organization
• Interpret and communicate complex ideas at both technical and non-technical levels
• Be positive, professional and calm during stressful situations.

EDUCATION AND EXPERIENCE:

Required:

• Associates degree (AA) or higher in Computer Science, Information Systems or a related field.
• Help desk experience progressively responsible for research, implementation, administration, documentation, monitoring, upgrading and maintaining applications and system life cycles.
• An equivalent combination of education, training and experience that demonstrates required knowledge, skills and abilities may be considered.

Preferred:

• ITIL Foundations certification
• Microsoft Certifications, such as M365 Fundamentals, Teams Administrator
• CompTIA A+
• Project Management certification, such as CompTIA Project Plus, PMP, etc.

PHYSICAL REQUIREMENTS

While performing the duties of this position, the employee is regularly required to walk, stand, sit, kneel or crouch. The employee must frequently lift and/or move up to 25 pounds and have the ability to occasionally lift and/or move up to 100 pounds alone or with assistance, as available. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

SPECIAL REQUIREMENTS

• Possession of a valid Colorado driver’s license with a safe driving record.
• Completion of CJIS Certification, FEMAICS 100 and IS 700 training within six (6) is required within 6 months of hire.
• Necessary special requirements - Applicants must, as a condition of employment, pass the following: oral board, reference checks, background checks including local police check and sex-offender list, voice stress analysis, driving record check, drug screen, and fingerprint checks through CBI/FBI.