Senior IT Desktop Support Technician (Point-of-Sale Support)

About Our Job

Who We Are

With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose for you, and those who benefit from your passion, skills and expertise.

Join our diverse, inclusive and talented workforce of more than 13,000 team members who are at the heart of what makes Denver, Denver.

We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels.

You'll be right at home here if you cultivate strong relationships and push yourself, your work, the people around you and Denver to the next level.

The Technology Services Department (TS) of the City and County of Denver use state-of-the-art technologies and methodologies to deliver and improve the systems, applications, and operations to our customers.

Technology Services supports the people, agencies, and ideas that make the City and County of Denver a 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 more than 13,000 people, of which 9,000+ are daily technology consumers in support of a diverse population over 700,000 Denverites.

What We Offer

The City and County of Denver offers a competitive salary commensurate with education and experience. The salary range for this position is $25.

57 - $38.36 / hour, based on education and experience. We also offer generous benefits for full-time employees which includes but is not limited to :

• A guaranteed life-long monthly pension, once vested after 5 years of service
• 457B Retirement plan
• 132 hours of PTO earned within first year + 11 paid holidays, 1 personal holiday and 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date

Location

The City and County of Denver supports a hybrid workplace model. Employees work where needed, at a job site several days a week and off-site as needed.

Employees must work within the state of Colorado on their off-site days.

What You’ll Do

As a Senior IT Desktop Support Technician (Point-of-Sale Support) on our team, you will be responsible for supporting hardware and software throughout the city and work with other techs to resolve complex desktop issues and document the resolution.

This role will have a special emphasis in supporting the city’s point-of-sale cashiering systems and payment processing devices.

You will be considered the subject matter expert for point-of-sale hardware for multiple agencies.

Responsibilities

• Installs, upgrades, troubleshoots, and maintains endpoint hardware and software
• Responds to calls, chats, service tickets, and dispatched requests for technical support
• Diagnoses and fixes endpoint network, software, and hardware issues
• Communicates with users on proper computer uses and policies utilizing excellent customer service skills
• Provides ad-hoc training to users and groups on hardware and software systems
• Works with other IT teams on complex Incident and Request resolutions
• Maintains computerized inventory of computer equipment and point-of-sale payment devices through our support platform
• Assists with setup, testing, configuration and troubleshooting of point-of-sale cashiering equipment
• Creates and maintains Knowledge-Based articles for support
• Accurately records, updates, and documents requests using ServiceNow, and any other duties as assigned by the organization
• Provides assistance with office moves (moving and set-up of IT equipment)
• Performs all other necessary tasks related to IT Support of the respective City agencies and supported locations
• Business travel will be required to perform some support activities utilizing City fleet vehicles

What You’ll Bring

• Experience supporting Windows 11 and Windows 10
• Experience supporting Microsoft Office 365
• Experience working in an operational environment with interaction with infrastructure, applications, service management, senior management, and agency / business representatives
• Customer Service skills
• Communication skills
• ServiceNow experience
• Experience and knowledge in ITIL process handling incident, change and problem managements
• Independent self-starter able to collaborate actively with others in a cross-functional team
• Excellent organization skills and attention to detail, ability to meet deadlines and manage priorities
• SCCM experience a plus
• Prior experience supporting point-of-sale cashiering and payment devices a plus
• Prior experience working with Payment Card Industry standards (PCI compliance) a plus.

Minimum Qualifications

• Education requirement : Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Experience Requirement : Five (5) years of Information Technology experience performing user support of desktop, legacy systems, and / or Information Technology communications systems.
• Education / Experience Equivalency : Additional appropriate education may be substituted for the minimum experience requirement.
• License / Certifications : Must obtain Criminal Justice Information Services (CJIS) clearance within the probationary period.

Application Deadline

This posting is expected to stay open until October 23rd. Please submit your application as soon as possible.

About Everything Else

Job Profile

CI2247 IT Technician III

To view the full job profile including position specifications, physical demands, and probationary period, click .

Position Type

Unlimited

Position Salary Range

$25.57 - $38.36

Starting Pay

Based on education and experience

Agency

Technology Services

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