IT Technician II

City and County of Denver; United States; On-site; USD 34,000 - 43,000; Full time

Benefits offered by this job

Medical Plans

Pension Plan

Paid holidays

Educational opportunities

Wellness hours

Job summary

The Denver Public Library is seeking an IT Technician II to deliver Tier-1 and Tier-2 technical support across 28 library locations, ensuring high-quality customer service and technical excellence. You will work with the IT Service Operations team to resolve hardware and software issues, manage inventory, and uphold ITIL practices.

On-site role with occasional after-hours maintenance and travel within Denver’s branches.

Qualifications

• High school diploma or GED required.
• Four (4) years of IT experience performing user support of desktop, legacy systems and/or IT communications systems.
• Substitutions: Additional appropriate education may be substituted for the minimum experience requirement.

Responsibilities

• Provide Tier-1 and Tier-2 support across 28 library locations.
• Assist IT Service Operations with incident tickets via phone, remote-takeover, IM, and in-person.
• Maintain inventory of equipment and service kits in ITAM Asset Panda.
• Demonstrate ITIL-aligned practices for ticketing, change, and problem management.

Skills

Customer service IT

ITIL framework

Service desk software

Networked desktops

Ticketing systems

Effective communication

Team collaboration

Problem solving

Physical stamina

Education

High school diploma or GED

Tools

A+ Certification

ITIL Certification

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.

• Four (4) Medical Plans, Dental, Vision Insurance
• Pension Plan for Life (employee contributes 8.45%, employer contributes 17.95%)
• 457 (b) Retirement Plan
• PTO (over 3 weeks in your first year)
• Quarterly wellness hours
• 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

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.

Job Profile LI1673 IT Technician II To view the full job profile including position specifications, physical demands, and probationary period, click here.

Position Type Unlimited Library Hiring Range $25.30 - $31.63 Target Pay Agency Denver Public Library

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

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. See yourself experiencing growth and balance. See yourself being respected and valued. See yourself belonging here. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver. Your journey starts right here. #SeeYourselfHere