City and County of Denver Denver, Colorado, United States
Nov 09, 2019Full Time
About Our Job The Technology Services Department (TS) of the City and County of Denver is using state-of-the-art technologies and methodologies to deliver and improve the systems, applications and operations that we deliver to our customers. Technology Services supports the people, agencies and ideas that make the City and County of Denver world class city. The City offers a unique opportunity to work with a diverse business and technology environment on a large scale as we employ over 12,000 people, of which 9,000+ are daily technology consumers in support of a diverse population in excess of 700,000 citizens. In Technology Services, our mission is to improve city performance through four basic strategies: reliability, innovation, access and partnership. As a Lead IT Service Desk Technician on our team, you will help provide guidance and mentorship to the TS Service Desk team, supporting City and County of Denver employees and contractors. In the spirit of continuous improvement, the lead role is also expected help with process improvements, ensuring the Technology Services Department provides industry best customer service to supported agencies. Additionally, as a Lead IT Service Desk Technician, you will: Act as a liaison between user group and the Information Technology unit to communicate problems and possible solutions. Resolve escalated problems encountered during daily operations and determine appropriate solutions. Performs technical support in a Service Desk or Support Team setting, for users with complex and non-routine hardware and software problems, which includes: logging, troubleshooting, testing, adjusting, resolving, or referring problems to the appropriate Information Technology resource. Provide work instruction and assist employees with difficult and/or unusual assignments. Assist with fulfilling service requests and resolving incidents submitted to the IT Service Desk. Identify and recommend process improvement changes that will effectively and efficiently enhance service delivery Assist with the training and development of staff on updated/new technology and applications Assist in the planning and performance of business process analysis of business activities and functions in assigned departments and agencies and participate in the subsequent design and implementation or improvement of integrated technology solutions. Perform specific duties as a member of cross-functional teams to address and analyze business requirements and automated systems issues, along with other developmental aspects of assigned projects. Assists in performing requirements gathering, functional decomposition, workflow analyses and logical system design tasks necessary to provide a complete solution for resolving business problems and exploiting integrated technology opportunities. Performs assigned tasks related to planning and executing unit, integration and acceptance testing; assists writing departmental and agency system documentation; assists in the development and writing of training documentation and participates in the training of department and agency customers. Participates in advising customers on best practices, application customizations and interface strategies. Utilizes generic tools to analyze and manage data. Performs other related duties as assigned or requested. We encourage you to apply as soon as possible because this posting may close without advanced notice. About You Our Ideal Candidate has: An empathetic approach to customer service Experience working within an ITIL modeled service management team A passion for continuous improvement, learning Comfortable with incident and conflict management We recognize your time is valuable, so please do not apply unless you meet the following required minimum qualifications: Education Requirement: Associate's Degree in Computer Science, Computer Information Systems, Business Administration, Mathematics, or a directly related field. Experience Requirement: Three (3) years of information technology experience performing service desk or desktop support, one year of which must have been in a lead or senior function. Education & Experience Requirement: One (1) year of the appropriate type and level of experience may be substituted for each required year of post-high school education. A combination of appropriate education and experience may be substituted for the minimum education and experience requirements. About Everything Else Job Profile CI2456 IT Technician Lead To view the full job profile including position specifications, physical demands, and probationary period, click here . Position Type Unlimited Position Salary Range $25.61 - $37.39 Starting Pay Based on education and experience Agency Technology Services The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law. For information about right to work, click here for English or here for Spanish.