Desktop Technician

Colorado Springs, CO, United States

Salary: $28.22 - $47.41 Hourly

Location : 80120, CO

Job Type: Full-time

Job Number: 05824

Department: Information Technology

Opening Date: 06/28/2024

Closing Date: 7/14/2024 11:59 PM Mountain

Description

Arapahoe County Information Technology is seeking a highly motivated and energetic individual to join our amazing team. You'll get the best training in the business and the support of awesome colleagues. The ideal candidate will be curious, technically savvy, a quick learner with a sense of urgency and inviable communication and customer service skills.

Desktop Technician

The primary function of this position is to provide second level support to repair or to determine problems in end user computer systems and related equipment. Provides immediate solutions when possible, furnishes feedback to the customer in a timely manner, informs other support staff on reoccurring problems and issues that are affecting multiple users, participates in the problem escalation process, and enters resolutions into the tracking system.

Senior Desktop Technician

A primary function of this position is to provide expert second level support to repair or to determine problems in end user computer systems and related equipment. Provides immediate solutions, when possible, furnishes feedback to the customers in a timely manner, informs other support staff on reoccurring problems and issues that are affecting multiple users, participates in the problem escalation process, and enters resolutions into the tracking system.

Individuals in this level are technical specialist and may serve as support liaisons to project managers, in efforts to integrate and transition projects or new technology efforts to the support environment. May function as a technical lead for internal support initiatives.

NOTE:

The County anticipates hiring this position as a Desktop Technician.

The anticipated hiring range for this position will be $28.22 to $38.27 per hour.

The career progression of this position is a Senior Desktop Technician, salary range $31.62-$47.41.

Duties

Desktop Technician Duties: Provides support of microcomputer hardware platform, supported printers, scanners, and other hardware peripherals. Ability to configure and set up computers and diagnose problems with hardware components, memory management and Operating System.

May participate/lead in the annual PC (personal computer) refresh process to make sure that new PC's are delivered in a timely manner and the new PC's configurations and applications are correct.

Provides professional, accurate and efficient support to all Arapahoe County Government (ACG) employees and adheres to County standards.

Provides detailed problem resolutions and logs ticket progress and updates customer on a regular basis, keeps inventory current and responds to service requests according to procedures.

May assist with training for new Desktop Technicians ensuring that they are familiar with various functions, duties, documentation, and personnel to minimize interruptions to the users.

Maintains a working knowledge of all the equipment and systems supported by the IT Technical Services Division by keeping current with all documentation and by working with the Network and Server Administration Staff.

Identifies issues and product usage from on-site customer visits and remote diagnosis and formalizes technical knowledge in the form of documentation.

Adheres to schedule for on-site desktop support.

Senior Desktop Technician Duties:

Provides expert technical knowledge and advanced support of microcomputer hardware platform, printers, scanners and other hardware peripherals.

Mentors and creates/provides training for new Desktop Technicians.

Identifies areas for improvements and builds upon or implements new processes and procedures.

Maintains expert working knowledge of all the equipment and systems supported by the IT Technical Services Division by continues personal development and education to remain informed of current industry technologies.

Skills, Abilities and Competencies:

Desktop Technician:

Requires excellent customer service skills and ability to communicate computer processes to a variety of audiences.

Experience with computer systems, personal and network printing, and LAN environments. PC experience; hardware and software, with an emphasis on Microsoft Office products and Operating Systems.

Knowledge of various network-cabling topologies, including the ability to patch cables, diagnose and troubleshoot network connectivity issues.

Good oral and written communication skills. Written communication skills should include the ability to write technical documentation for fellow team members.

Good organizational, time management, and troubleshooting/problem solving skills. Ability to prioritize time critical tasks based on urgency and most efficient order of tasks.

Ability to work both independently and in a team-oriented, collaborative environment is essential.

Senior Desktop Technician:

Advanced experience with computer systems, personal and network printing, and LAN environments. Advanced personal computer (PC) experience; hardware and software, with an emphasis on Microsoft (MS) office products and Operating Systems.

Advanced knowledge of various network-cabling topologies, excellent oral and written communication skills. excellent organizational skills, time management, and troubleshooting/problem solving skills. Ability to lead projects and organize/manage/delegate tasks to team members.

Expertise at working both independently and in a team-oriented, collaborative environment is essential.

Behavioral Competencies (these are required for all positions at ACG):

Accountability

Accessibility

Inclusivity

Integrity

Requirements

Desktop Technician Education and Experience: High school diploma or GED is the minimum requirement. Accredited computer courses or related experience is also necessary.

At least 2 years of relevant experience; or,

A combination of education and experience may be considered.

Senior Desktop Technician Education and Experience: All of the above;

Minimum of 6-8 years of experience in a technical support environment.

A combination of education and experience may be considered.

Preferred qualifications: Computer Science or related degree is desirable.

Supplemental Information

Pre-Employment Additional Requirements: Pre-employment testing includes an acceptable current motor vehicle check and background check.

Possession of a valid Class "R" Colorado Driver's License or the ability to obtain one within two weeks of appointment.

Post-Employment Requirements: Will also require post-hire fingerprinting, a CBI background check and successfully completing bi-annual Colorado Justice Information System training.

Must be available to work on an on-call on a rotational basis requiring evenings, holidays and weekends.

Must be able to work nights and weekends as business needs dictate.

Work locations and facilities are subject to change based on business need.

WORK ENVIRONMENT:

Work is generally confined to a standard office environment but may entail off site work for a problem resolution and/or project work. Position requires 24x7 on-call rotation, and occasional weekend and/or evening work. Must be able to travel between multiple locations as needed. Occasional out of town travel may be required.

PHYSICAL DEMANDS: The following are some of the physical demands commonly associated with this position. Spends 60% of the time sitting and 40% of the time either upright or walking.

Occasionally lifts, carries, pulls or pushes up to 25 lbs.

Occasionally uses cart, dolly, or other equipment to carry in excess of 50 lbs.

Occasionally climbs, stoops, kneels, balances, reaches, crawls and crouches while performing office or work duties.

Verbal and auditory capacity enabling constant interpersonal communication through automated devices, such as telephones, radios, and similar; and in public meetings and personal interactions.

Constant use of eye, hand and finger coordination enabling the use of automated office machinery or equipment.

Visual capacity enabling constant use of computer or other work-related equipment.

Definitions:

Occasionally: Activity exists less than 1/3 of the time.

Frequently: Activity exists between 1/3 and 2/3 of the time.

Constantly: Activity exists more than 2/3 of the time.

** In accordance with Senate Bill 23-058, applicants understand that Arapahoe County will not request or require the applicant to include their age, date of birth, or date of attendance/graduation date on the initial application. Applicants understand that Arapahoe County can request or require an individual to provide documentation including copies of certification, transcripts, and other materials created by a third party. The applicant understands that the applicant can redact, if they so choose, information that identifies age, date of birth, or dates of attendance/graduation from an educational institution on those requested/required certification, transcripts and other materials created by a third party.

Toll Free Applicant Technical Support: If you experience technical difficulty with the NEOGOV system (i.e. uploading or attaching documents to your online application), call NEOGOV technical support at 855-524-5627. Helpful hints: if you are having difficulty uploading or attaching documents to your application, first, ensure your documents are PDF or Microsoft Word files, and second, close the document before you attempt uploading (attaching) it.

As a Regular Full-Time employee at Arapahoe County Government, you are eligible for benefits such as: Medical, Dental, and Vision Insurance

Life and Supplemental Life Insurance

Short and Long Term Disability

Mandatory Pension Plan

Deferred Compensation Plan

Pre-paid Legal Services

Vacation and Sick Leaves

Holiday pay

Training and Educational Reimbursement Opportunities

For a more detailed listing of our benefit programs, click on the MENU link on the left and then Benefits Summary.

01

Please choose the response that best describes your educational background. High School Graduate or GED

Some college courses

Associate Degree

Associate Degree in Computer Science or related degree

Bachelor's Degree

Bachelor's Degree in Computer Science or related degree

Master's Degree

Master's Degree in Computer Science or related degree

02

Rate your desktop support experience. No Experience

Entry Level

Experienced

Advanced

03

Please provide details of your experience supporting Microsoft Office including versions supported and to what extent.

04

Do you have any accredited computer courses or college education in Information Technologies? Yes

No

05

Please describe your desktop support experience with computer systems and related end user devices including printers, scanners and other hardware peripherals.

06

Describe how your education, courses or work experience will help you be successful in this position.

07

Do you have a current, valid driver's license? Yes

No

08

Have you received eight or more points within the past twelve months or twelve or more points within the past twenty-four months against your driving record? Yes

No

09

How many moving traffic violations have you been cited for in the past two years? Less than 3 violations

3 or 4 violations

5 or more violations

10

In the past three years, have you had your driver's license revoked or suspended? Yes

No

Required Question