Help Desk Technician

About the Department

Responsible for providing technical assistance and support related to computer systems, hardware, or software.

The position may close prior to the posted end date.

Position Duties

• Installation and configuration of desktop systems for new employees 
• Provide timely and thorough Tier 1 customer service and support for approximately 100 internal users and approximately 200 desktops at 6 locations across the City. 
• Troubleshoots and resolves all desktop hardware and application issues by maintaining a helpdesk ticket queue. Works with senior IT staff to escalate unresolved issues in a timely manner. 
• Management of user accounts and permissions with Microsoft Active Directory services and Group Policy.  
• Oversees and implements the desktop replacement cycle. 
• Performs patch management and updates for all endpoint devices. 
• Supports maintenance, connectivity, scanners, and copiers. 
• Provide support for Audio-Visual (AV) systems in conference rooms, set up multimedia equipment for meetings and conferences
• Troubleshooting Windows Operating Systems
• Troubleshooting and configuring handheld devices 
• Troubleshooting printers
• Runs AVI for council meetings
• Escalation of voice, application, and server issues to appropriate department leads 
• Managing in-office WiFi and internet connections 
• Assist System Engineers in maintaining in-office back-ups as needed 
• Assist IT Staff with network and special projects as needed
• Management of inventory
• Ability to be on call rotation
   

OTHER DUTIES AND RESPONSIBILITIES:

• Other duties as required

 

Minimum Qualifications

EDUCATION:

• High School diploma or equivalent. 

• Degree in Computer Science, and/or a minimum of three years of experience in Information Technology that includes work in direct end-user support, desktop support, and maintaining an active help desk ticket queue.   

 
EXPERIENCE:
Experience with the following hardware and software include:

• PC/Server 

• Hands-on technical knowledge of Microsoft Windows desktop operating systems (Windows 10) networked in a Microsoft environment.  
• Knowledge of Windows 2016/2019 Active Directory and Group Policy.  
• Working knowledge of Microsoft Office 2016/2019 including Outlook email configuration.  

• iPhone/Android handheld devices 
• Mobile Devices (including but not limited to laptops, phones, tablets)

• Knowledge of the laws, rules and regulations applicable to software copyright.  

 
Preferred QUALIFICATIONS: 

• Windows desktop certification
• CompTIA certification or obtain within 12 months of hire

• ITIL foundations certification preferred 

• Experience with CJIS ”Criminal Justice Information Systems”

 
KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent customer relation skills (communication, setting and meeting expectations, listening, etc.)
• Ability to work with minimal supervision and within a team environment 
• Ability to multi-task 
• Good judgment skills
• Excellent troubleshooting skills
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products and remote support
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues

• Possess a high level of self-motivation and be engaged in continuous personal, technical and process improvement
• Ability to prioritize, organize, and document all activities
• Understanding of when to ask to for help and escalate issues to the IT team
• Keen attention to detail
• Experience working in a team-oriented, collaborative environment
• Desire and motivation to grow technical skills and abilities and learn new and exciting technologies, independently and as part of a team.

 

Other Qualifications

WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The duties listed are intended only as illustrations of the various types of work that may be performed, and are in no way construed or perceived to be exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
 
PHYSICAL DEMANDS:
The employee is regularly required to reach with hands and arms; required to stand and walk; use hands, fingers, handle, feel or operate objects, tools and controls; required to sit; climb or balance; stoop, kneel, crouch, sit, stand on a ladder; pinch or grip objects; talk and hear. Also, have the ability to operate a vehicle. The employee must regularly carry, pull, push or lift up to 25 pounds and occasionally carry, pull, push or lift up to 50 pounds with assistance. Specific vision abilities required include close and distance vision acuity, peripheral vision, depth perception and ability to adjust his or her focus, allowing a broad field of vision. It is essential that the employee be physically able to operate a variety of computer, associated software and office equipment, personal computer, first aid equipment and other equipment as assigned.

WORK ENVIRONMENT:
The work is generally performed in an office setting, however, some work is completed in cars or workshops.
 
EQUIPMENT USED:

• Computers, both desktop and servers
• Tablets
• Mobile phones
• Desktop phones
• Copiers
• Audiovisual equipment

The City of Fort Lupton supplies a robust and diverse benefit package to reach a wide range of needs:

• Medical, Dental, Vision
• HSA with employer contribution
• FSA
• 414(H) with employer contribution and optional pre or post-tax 457 (b)
• Telehealth option for employees/spouses/dependents
• Aflac options
• Employee Assistance Programs (EAP)
• Wellness incentives, including but not limited to employee’s free rec center membership
• Education reimbursement
• Pet Insurance
• Employer-paid Group Life & AD&D  
• Employer-paid Short and Long Term Disability 
• Voluntary Life & AD&D (For self, spouse, and dependents) 

The City of Fort Lupton is an equal opportunity employer.  We are required by state and federal agencies to keep certain statistical records on applicants.  It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission.
You may learn more about the City of Fort Lupton at www.fortluptonco.gov.