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Service Desk Technician
This entry-level position provides service-oriented technical support for a variety of hardware, software, operating systems, and networks for a user base of 275 Full-Time Employees across 6 sites. The Service Desk Technician displays excellent customer service skills with the ability to communicate in person and via telephone or email to troubleshoot hardware and software applications and programs, escalating as necessary to reduce downtime on end-user productivity. Responsibilities: Responsible for Tier 1 support of desktops, laptops, phones, peripherals, and devices by assisting departments and users in identifying and resolving problems with software and hardware. Works directly with users to identify and resolve their computer, phone and other device-related issues. Documents resolutions and escalates to Tier 2 or 3 support as necessary. Manages the IT ticket queue, ensuring 100% of incidents are entered into the IT ticketing system. Takes calls; creates, escalates, and assigns tickets; resolves end-user issues. Ensures incidents are properly documented for next-tier support when creating tickets. Provides timely resolution per Service Level Agreement (SLAs) with a goal of first-call ticket resolution. Provides accurate status updates to users when their tickets are received, updated, and closed. Performs support functions including testing, installing, relocating, troubleshooting, and supporting PC hardware, laptops, mobile computers, operating systems, printers, scanners, peripherals, phones, and desktop applications remotely over the phone, via remote access tools or in person. Follows processes for the creation and maintenance of user accounts. Implements software updates through automated patching tools (PDQ, Intune). Delivers excellent customer service with a respectful attitude toward customers and coworkers. Learn and support new computer technology as required. Contribute to the creation and documentation of internal procedures related to Service Desk, Service Request, and Incident Management processes. Job Qualifications: Education and Experience: High School diploma or GED equivalent; Current Microsoft Operating Systems, CompTIA A+, and ITIL Foundations. certifications desirable but not required; OR Minimum of two (2) years experience in Service Desk or desktop technical support and hardware troubleshooting, customer service and repair. (Any equivalent combination of training and experience that provides evidence that the applicant possesses the required knowledge, skills and abilities; OR Any equivalent combination of training and experience that provides evidence that the applicant possesses the required knowledge, skills and abilities. Knowledge of technical support functions Working knowledge of PC and cellphone hardware, current Microsoft Office suite and Windows 10 and 11 operating systems, and other office productivity software. Knowledge of and ability to work with Active Directory; local and network-based printing; wired and wireless networking. Basic knowledge of server-client infrastructure and implications of changes to those infrastructure components. Excellent professional customer service and communication skills. Troubleshooting and reasoning skills Strong attention to detail Ability to follow documented instructions and document solutions as necessary Possession of a valid and current Colorado driver's license or ability to obtain within thirty (30) days from date of hire. Pass a substance screen and fingerprint and comprehensive background investigation prior to employment. Pass fingerprint checks through CBI/FBI. Hours of Work, Location, and Work Environment: This position is full-time, nonexempt. This position requires standing, stooping, kneeling, bending, crawling and/or crouching. This position must regularly lift and/or move up to 25 pounds. Work will be performed across the six (6) City of Wheat Ridge facilities. A company car will be provided for in-town travel. Work is generally performed Monday-Friday, 8am-5pm, with occasional weekends and evenings required. This position is not eligible for flexible work arrangements. The City of Wheat Ridge is proud to be an Equal Opportunity Employer. We celebrate diversity and inclusivity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, marital status or any other applicable characteristics protected by law, unless related to a bona fide occupational qualification. The City of Wheat Ridge will consider reasonable accommodations for employment to qualified applicants upon request to the Human Resources Office.
This entry-level position provides service-oriented technical support for a variety of hardware, software, operating systems, and networks for a user base of 275 Full-Time Employees across 6 sites. The Service Desk Technician displays excellent customer service skills with the ability to communicate in person and via telephone or email to troubleshoot hardware and software applications and programs, escalating as necessary to reduce downtime on end-user productivity. Responsibilities: Responsible for Tier 1 support of desktops, laptops, phones, peripherals, and devices by assisting departments and users in identifying and resolving problems with software and hardware. Works directly with users to identify and resolve their computer, phone and other device-related issues. Documents resolutions and escalates to Tier 2 or 3 support as necessary. Manages the IT ticket queue, ensuring 100% of incidents are entered into the IT ticketing system. Takes calls; creates, escalates, and assigns tickets; resolves end-user issues. Ensures incidents are properly documented for next-tier support when creating tickets. Provides timely resolution per Service Level Agreement (SLAs) with a goal of first-call ticket resolution. Provides accurate status updates to users when their tickets are received, updated, and closed. Performs support functions including testing, installing, relocating, troubleshooting, and supporting PC hardware, laptops, mobile computers, operating systems, printers, scanners, peripherals, phones, and desktop applications remotely over the phone, via remote access tools or in person. Follows processes for the creation and maintenance of user accounts. Implements software updates through automated patching tools (PDQ, Intune). Delivers excellent customer service with a respectful attitude toward customers and coworkers. Learn and support new computer technology as required. Contribute to the creation and documentation of internal procedures related to Service Desk, Service Request, and Incident Management processes. Job Qualifications: Education and Experience: High School diploma or GED equivalent; Current Microsoft Operating Systems, CompTIA A+, and ITIL Foundations. certifications desirable but not required; OR Minimum of two (2) years experience in Service Desk or desktop technical support and hardware troubleshooting, customer service and repair. (Any equivalent combination of training and experience that provides evidence that the applicant possesses the required knowledge, skills and abilities; OR Any equivalent combination of training and experience that provides evidence that the applicant possesses the required knowledge, skills and abilities. Knowledge of technical support functions Working knowledge of PC and cellphone hardware, current Microsoft Office suite and Windows 10 and 11 operating systems, and other office productivity software. Knowledge of and ability to work with Active Directory; local and network-based printing; wired and wireless networking. Basic knowledge of server-client infrastructure and implications of changes to those infrastructure components. Excellent professional customer service and communication skills. Troubleshooting and reasoning skills Strong attention to detail Ability to follow documented instructions and document solutions as necessary Possession of a valid and current Colorado driver's license or ability to obtain within thirty (30) days from date of hire. Pass a substance screen and fingerprint and comprehensive background investigation prior to employment. Pass fingerprint checks through CBI/FBI. Hours of Work, Location, and Work Environment: This position is full-time, nonexempt. This position requires standing, stooping, kneeling, bending, crawling and/or crouching. This position must regularly lift and/or move up to 25 pounds. Work will be performed across the six (6) City of Wheat Ridge facilities. A company car will be provided for in-town travel. Work is generally performed Monday-Friday, 8am-5pm, with occasional weekends and evenings required. This position is not eligible for flexible work arrangements. The City of Wheat Ridge is proud to be an Equal Opportunity Employer. We celebrate diversity and inclusivity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, marital status or any other applicable characteristics protected by law, unless related to a bona fide occupational qualification. The City of Wheat Ridge will consider reasonable accommodations for employment to qualified applicants upon request to the Human Resources Office.