CASY-MSCCN Jobs

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