Senior Service Desk Technician

City of Greeley; Greeley (CO); On-site; USD 67,000 - 92,000; Full time

Job summary

The City of Greeley seeks a Senior Service Desk Technician for its IT department. This role involves assisting users with technical issues and managing service desk operations. The ideal candidate will have substantial IT experience, strong troubleshooting skills, and the ability to communicate effectively with diverse teams.

Benefits

Health and wellness benefits

Retirement savings

Discounted access to city facilities

Qualifications

• Minimum 4 years of relevant IT experience.
• Bachelor’s degree or equivalent technical training.
• Knowledge of ITSM principles.

Responsibilities

• Supports City users and escalated Tier I issues.
• Troubleshoots hardware/software issues.
• Manages unassigned ticket queue.

Skills

Customer Service

Troubleshooting

Interpersonal Skills

Initiative

Communication

Education

Bachelor’s degree in Information Technology or related field

Tools

Microsoft Exchange Server

Server OS

Active Directory

Remote Desktop Applications

M365

Job description

Salary Range: $67,600 - $91,300 Annually

Anticipated Hiring Range: $67,300 - $79,500 Annually

Why do I see two salary ranges?

The City of Greeley in compliance with Colorado state law, includes a salary range for all positions posted. This law is intended to improve wage transparency. The City of Greeley, in support of wage transparency, posts both the full salary range for each position (what you might anticipate your earnings couldbe if you work for the City of Greeley for some time), as well as the anticipated hiring range (the range within which the City anticipates making an offer). The actual offer extended will be based on your years of relevant experience, education, certifications and potentially other factors.

City of Greeley's Total Rewards

The City of Greeley is proud to offer a robust benefits package in addition to your wages. This package includes health and wellness, retirement savings, discounted access to Greeley facilities and more.

Benefits:This position is benefits eligible. Please view our benefits guidehere.

Job Summary:

The City of Greeley is seeking a Senior Service Desk Technician to join the Technician Services division of the Information Technology Department reporting to the Client Services Manager. The Senior Service Desk Technician supports the City of Greeley users and Service Desk Technician I as it relates to Active Directory, User Permissions, File Permissions, Exchange issues, and escalated Tier I issues. This Senior Tech will troubleshoot escalated hardware and software issues and will assist the Technical Services Manager with service desk coverage scheduling, manage the unassigned ticket que, and ensure emergency tickets are responded to in a timely manner.

Experience, Knowledge, Skills:

Minimum Requirements

• Bachelor’s degree gained through a four-year college/university academic program or specialized technical training or certification of equivalent length
• At least four (4) years of relevant experience in IT
• At this level, knowledge has been supplemented by substantial work experience or enhanced by additional schooling in a specialized field in order to meet job requirements
• Expertise founded on wide experience in a discipline or field requiring comprehensive understanding of a combination of involved practices, precedents, facts and conditions, or in a broad group of business systems
• Knowledge and experience with Microsoft - Server OS, Active Directory, DNS, DHCP, Group Policy, Desktop OS (Windows 10 and 11), Remote Desktop applications, Microsoft Exchange Server, M365 required
• Valid driver's license.

OR

• A combination of related education, experience, certifications, or licensure that will result in a candidate successfully performing the essential functions of the job may be considered by the hiring authority.

Preferred

• Bachelor's degree in Information Technology or a closely related field
• Experience with various other applications including but not limited to Proofpoint, Power Shell, Desktop Central, Airwatch, DataworX, Windows Defender, Intune, TDX preferred.

Knowledge, Skills, and Abilities:

• Knowledge of information technology service management (ITSM) principles and best practices.
• Knowledge and skill using Microsoft: Server OS, Active Directory, DNS, DHCP, Group Policy, Desktop, OS remote desktop applications, and Microsoft Exchange Server hardware.
• Knowledge of applications including SANS Cybersecurity, Proofpoint, Veeam Backup, Nimble, AirWatch, DataworX, TrendMicro, and Tenable.
• Knowledge of customer service principles and best practices, including customer needs assessments, meeting quality service standards, and evaluating customer satisfaction.
• Interpersonal skills, including the ability to facilitate interaction, communication, and teamwork between others
• Ability to prioritize work, meet deadlines, and stay on task when completing special projects and daily assignments.
• Ability to manage competing priorities with frequent interruptions and an expected high level of accuracy in work is expected.
• Ability to self-start and take initiative in completing daily tasks and special projects.
• Oral, written, and listening communication skills, including the ability to accurately interpret what others are saying and convey messages, information, concepts, and details accurately and clearly
• Ability to prioritize work, meet deadlines, and stay on task when completing special projects and daily assignments
• Ability to work independently with minimal supervision and reliable professional judgment, as well as collaboratively with a team to achieve desired results
• Ability to maintain a strong work ethic, positive problem-solving attitude, and enthusiasm for the work performed
• Ability to self-start and take initiative in completing daily tasks and special projects
• Ability to focus on activities that have the greatest impact on meeting work commitments
• Ability to establish and maintain partnerships with a variety of internal and external constituencies
• Ability to communicate and work effectively with individuals from diverse backgrounds, cultures, and ages

Essential Functions:

• Provides support for higher tier hardware and software issues
• Support end users for unique/non-standard service requests.
• Provide email support.
• Provide application server support.
• Perform service desk ticket management.
• Participate and support in the planning and continuous operations with IT security initiatives.
• Conduct ongoing research, training, and certification related to Technical Services functions, along with system administration basic functions.
• Communications: service desk ticketing, support, questions, research both internal to IT and external to the City.
• Exercises limited choice in determining the process to accomplish the work.
• Utilizing the City security and end user policies, may alter, elevate, and demote end user permissions based on events in real time.
• May need to use own judgement to keep City data assets safe.
• Performs other duties as assigned.

Supervisory Responsibilities: None.

Travel: Approximately 10% of local travel required.

Work Environment andPhysical Requirements:

Work Environment

• Employee is subject to working alone, with groups, and/or attending meetings.
• May be required to conduct business in alternative locations within City buildings or field sites, sometimes in formal settings
• May be required to work extended hours in the evening, holidays, or weekends
• Frequent interruptions and required to manage competing priorities with inflexible deadlines
• Frequent participation in meetings.
• Frequent contact occurs with employees and the public in person and on the telephone.
• Frequently required to sit and talk or hear customers.
• Safe to minimal hazards that are typically found in general office environment where there is rarely little or no exposure to injury or accident

Physical Requirements

• Light to moderate physical effort that includes frequent standing or walking or maintaining arms and hands in the same position for repetitive tasks
• Frequently works with objects up to 50 lbs. and light tools.
• Marginal to moderate hazards that are typically predictable or well protected against.

EOE Statement:The City of Greeleyprovides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

ADA Statement: We are committed to an inclusive and barrier-free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting. Individuals with disabilities in need of accommodations throughout the search process should contact the ADA Coordinator at:[e-mail] .

Conditions of Employment: Candidates must successfully complete all pre-employment screenings and employment eligibility verification. Pre-employment screenings include a drug test, a background and national sex offender search, a motor vehicle record search, and for some positions, a physical demands evaluation. For more information about City policies and practices during the recruitment process, including but not limited to EOE, Reasonable Accommodation, and pre-employment screenings, please visit our career pageHERE.