IT Technician II

City and County of Denver; Denver (CO); On-site; USD 34,000 - 43,000; Full time

Benefits offered by this job

Medical Plans

Dental and Vision Insurance

Pension Plan for Life

Paid holidays

EcoPass

Education Refund Program

Job summary

The Denver Public Library is hiring an IT Technician II to deliver Tier-1 and Tier-2 technical support across 28 library locations. You will join the IT Service Operations team to provide phone, remote, chat, and on-site assistance, ensuring excellent customer service and technical excellence.

This role requires a solid IT background, knowledge of ITIL practices, and experience with service desk software. Onsite work at branches and the Central Library is expected, with opportunities for

Qualifications

• Solid customer service background in IT staff support.
• Basic understanding of the ITIL framework.
• Knowledge of Service Desk ticket tracking software.
• Ability to work at multiple library locations with onsite support.

Responsibilities

• Provide Tier-1 and Tier-2 technical support for 28 library branch locations.
• Assist Service Operations with phone, remote-takeover, IM, and in-person support.
• Maintain inventory equipment and service kits in ITAM system (Asset Panda).
• Diagnose and remediate incident tickets related to hardware and software.

Skills

Customer service

Communication

Problem solving

Attention to detail

Teamwork

Adaptability

Education

High school diploma or GED

A+ Certification

ITIL certification

Tools

Asset Panda

Service desk software

Job description

About Our Job

The Denver Public Library (DPL) isn't just a place to borrow books; it's a vibrant, essential hub for our diverse city. As a growing urban library system with 28 locations and over 4 million annual visitors, we're deeply woven into the fabric of Denver.

Join a team where your values align with your work. At the Denver Public Library, we're not just serving our community; we're building a culture guided by values that empower both our staff and the public.

• Welcoming: We make our resources, services, and expertise accessible for all, recognize the inherent dignity in each person, and provide safe places where everyone can be themselves.
• Curiosity: We foster a culture of exploration, innovation, and forward thinking by creating environments that support learning and growth.
• Connection: We are neighbors. We foster relationships, listen and act to build and strengthen our community. We bring people together to share information, ideas, and experiences.
• Equity: We work to change inequitable practices, structures and policies, and attitudes that drive them, to provide opportunities for every person in our community to thrive. As we do so, we actively examine our roles in perpetuating oppressive systems.
• Stewardship: We are accountable to our community, using our resources responsibly. We lead with honesty and integrity, protect privacy and preserve and share the full history of our Denver community.

If you're passionate about service, community engagement, and creating positive change, we invite you to explore career opportunities with us. Come join a team that believes in the power of knowledge, connection, and equity.

Unrivaled Benefits

The City and County of Denver offers a competitive salary commensurate with education and experience. We also offer generous benefits for full-time employees which include but is not limited to:

• Four (4) Medical Plans, Dental, Vision Insurance
• Pension Plan for Life (employee contributes 8.45%, employer contributes 17.95%) and 457 (b) Retirement Plan
• PTO (over 3 weeks in your first year), quarterly wellness hours, and 12 paid holidays
• CARE Bank, Family Leave Benefits
• Enhanced Work/Life Balance: Employee Assistance Program (6 counseling sessions per year, legal assistance, financial counseling, discounted recreation center passes), Employee Volunteer Program
• Professional Learning and Development Opportunities; Courses and Career Development Resources; Education Refund Program
• EcoPass (unlimited free RTD bus/train rides)
• For more information please visit our website.

About Our Team

The Information Technology Department at Denver Public Library consists of 4 teams: IT Administration, DevOps, Project Management Office, and the Service Desk. DPL’s IT team members are high performing, technically competent, and passionate technology evangelists, right at the center of all the action. Our staff maintain knowledge of technology trends, best practices and industry standards. They are skilled in creative problem solving, adaptive thinking and making connections; and are experienced in bringing projects to a timely completion.

About Our Position

DPL is currently hiring for an IT Technician II role. As an IT Technician II you will work with Denver Public Library’s Information Technology Department, providing Tier-1 and Tier-2 technical support to 28 library branch locations.

Assist DPL’s IT Service Operations team by providing phone, remote-takeover, IM, and in-person support to deliver award-winning customer service and technical excellence.

Provide Tier-1 and Tier-2 support for technical hardware and software throughout the Denver Public Library locations. Have a very good operational-understanding of PCs, laptops, printers, audio visual systems and all connected peripherals. A Tech II will also have the ability to diagnose and successfully remediate incident tickets related to this equipment.

Tech II’s are responsible for maintaining computerized inventory equipment and specialized service kits for staff and end-users. DPL’s IT department uses an ITIL-compliant, cloud-based ITAM called Asset Panda.

DPL IT is looking for team members who embrace DPL’s core values and mission statement. We’re proud of our commitment to industry-recognized ITIL standards including ticket, inventory, change, problem, release, and small project management. If you’re looking for an energetic environment where professional-growth, exceptional teamwork, and excellence are the norm, please consider applying.

What You Would Bring

• A solid customer service background in the IT industry and is committed to creating positive experiences for staff.
• A basic understanding of the ITIL framework.
• Knowledge of Service Desk ticket tracking software.
• Basic knowledge of network architecture and networked desktops including login, file and print functions.
• Ability to complete tasks on time with attention to detail.
• Ability to communicate effectively with both individuals and groups.
• Ability to use extensive workplace and other technologies including email, internet, databases, and other software.
• Ability to complete tasks with attention to detail.
• Ability to creatively solve problems, negotiate and handle stressful situations in a positive manner.
• Ability to create and maintain positive staff relationships.
• Skill in prioritizing and scheduling work to allow for its efficient and effective completion.
• Ability to demonstrate innovation and flexibility.
• Ability to work with a diverse group of people.
• Ability to consistently and repeatedly lift 30 pounds.

Minimum Qualifications

• Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Four (4) years of Information Technology experience performing user support of desktop, legacy systems and/or Information Technology communications systems.

Substitutions

• Additional appropriate education may be substituted for the minimum experience requirement.

Preferred Qualifications

• Experience in using library automation systems and web-based applications
• A+ Certification
• ITIL certification and/or experience with IT Service Management

Don't let a 'checklist' hold you back! Research shows that women and other underrepresented and historically marginalized groups often self-select out if they don't meet every qualification. If you're reading this and feel a true passion for making an impact, we wholeheartedly encourage you to apply, as an equal combination of education and experience will be considered for all applicants. Your excitement for this work matters just as much as your resume.

Work Environment & Location

A valid Driver’s License at the time of application. Service Operations technicians can use their own personal vehicle (reimbursed mileage) or a provided City vehicle to support multiple branch locations.

Occasional evening work will be required for periodic off-hours maintenance. The Denver Public Library values work/life balance and offers flexibility in scheduling, remote work, and shared responsibility for after-hours support. You will have your holidays and weekends back! The schedule will be determined by the needs of a department that encourages a healthy work-life balance and will rarely ask for hours to be worked outside a normal workday.

This position is not remote. Onsite presence is required.

The Denver Public Library's branches are the arms to the community - each a unique reflection of the dynamic, diverse communities we serve. At DPL, we pride ourselves on showing up and providing support whenever there is a need.

While you may be hired for a specific location, please know that we are hiring with the expectation that at any time, you may be required to work at any one of our branches based on operational needs. This allows our staff to experience the full breadth of Denver's communities and ensures we consistently deliver the highest level of service across our branches.

Additionally, DPL employees may be redeployed to work in other locations or capacities to support core functions of the library system during branch closures or other emergencies.

This position is based out of the Central Library in the Civic Center area of downtown Denver and parking is not subsidized by DPL.

Application & Additional Info

Job postings will close at 12AM on the posted ending date.

Offer of employment contingent upon successful completion of criminal history and employment verification.

All Denver Public Library employees must apply through their internal profile.

Ready to learn more and see how you can contribute? Visit us at denverlibrary.org and connect with our community on Facebook, Twitter, Instagram, YouTube, and LinkedIn.

About Everything Else

Job Profile

LI1673 IT Technician II

Position Type

Unlimited

Library Hiring Range

$25.30 - $31.63

Target Pay

Agency

Denver Public Library

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.

Assessment Requirement

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.