Job Information
Arapahoe County Government Desktop Technician in Littleton, Colorado
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):