IT Support Technician (Service Desk)
Job details
Posted
09 April 2024
Location
Denver, CO
Job type
Contract
Reference
916494
Job description
Dexian has been engaged to find and IT Technician for immediate assignment
with a city municipality in the Denver region.
This position will be working onsite five days a week at the City's
Headquarters location.
The IT Technician provides Tier 1 (first line support) and occasional Tier
2 support for the City staff by phone, in-person, email and via IT Service
Management (ITSM) system. Will perform a variety of computer systems
support tasks, supporting of computing hardware, operating systems, and
software applications, and communicating devices for the entire organization.
Scope of Responsibilities:
Provides Tier 1 and occasional Tier 2 support to end-users in solving
technical problems and fulfilling service requests utilizing systems
management tools and techniques.
Installs, diagnosis, repairs, upgrades and maintains computing
hardware, operating systems, software applications, peripherals,
copiers, printers, audio/visual systems, phones, mobile devices and
communicating devices for the entire organization.
Provides Tier 1/2 and networking support for Mobile Device Computers
(MDC's) utilized by the Police Department.
Sets up, installs, images and upgrades desktop hardware and software
including peripherals throughout the City.
Provides Tier 1 support on mobile devices such as tablets and phones utilizing
mobile device management software.
Supports, upgrades and troubleshoots various City software including
Microsoft Office 365 suite.
Troubleshoot network wiring and repair as necessary.
Provides end-user training on various City technology systems.
Participate on IT projects as technical lead or technical resource for
assigned projects.
Participates in the review and evaluation of equipment and software
alternatives for departments/users and recommends solutions.
Assists with hardware/software purchases and coordinates installation and
upgrades.
Maintains and updates asset inventory information for personal computer
equipment and software licensing using IT CMDB.
Prepares and maintains system documentation pertaining to policies,
procedures and IT systems.
Manages user access and account management in Active Directory and ensure
accurate updated information that follow department standards.
Performs daily monitoring of service tickets and ensures work is being
completed in a timely manner while maintaining high levels of communications
with the customer until the work is completed to the customers' satisfaction.
Document all work products and progress in the IT Service Management System.
Ensure service level commitments are met to internal and external customers.
Participate in rotation to provide on-site City Council Meeting AV support.
Performs other duties as assigned.
Minimum Qualifications:
Associates of Science or Associates of Technology in Computer Science,
Information Technology or related field and at least 3 years of relevant
experience.
Experience using the Microsoft Office Suite and current Microsoft Windows
operating systems.
Training and experience in maintenance, repair and proper use of personal
computers and related computer hardware.
CompTIA A+ or MS MCP Windows 7 certifications preferred.
Experience and training in ITIL with ITIL Foundations Certification preferred.
CJIS certified or ability to obtain certification within 30 days of
employment.
An equivalent combination of education, training and experience which
provides the required knowledge, skills and abilities may be considered.
Technical Requirements:
Advanced skill with supporting Microsoft Windows 7 & Windows 10.
Advanced skill with configuring and installing, laptops, printers, and
computer peripherals.
Advanced skills with desktop imaging software (MDT preferred).
Working Knowledge of the use, function, and support o Microsoft Office
2016 Suite and current Microsoft Windows operating systems.
Working knowledge of the use, function, and support of Office365 including
OneDrive for Business, SharePoint and Skype for Business.
Working knowledge of workstation security: anti-virus, anti-spyware,
general OS security.
Working knowledge of the use, function, maintenance, imaging,
repair, and support of personal computers and related hardware.
Knowledge of the use, function, maintenance, repair, and support of
telephone and telecommunications systems.
Working knowledge of data cabling standards.
Ability to troubleshoot and install data cabling.
Knowledge of the terminology, principles and methods utilized within the
Information Technology Department.
Knowledge of ITIL is preferred.
Skill in utilizing computer hardware, software tools, applications and
techniques to complete daily assignments.
Must have excellent verbal and written communication skills including the