IT Technician II — Service Desk & Onsite Support

City and County of Denver

Denver (CO)

On-site

USD 34,000 - 43,000

Full time

5 days ago

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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

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

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