Colorado Housing and Finance Authority
Help Desk Technician II
Colorado Housing and Finance Authority, Denver, Colorado, United States, 80285
Job Details
Job LocationDenver - Denver, CO
Position TypeFull Time
Salary Range$63,000.00 - $75,000.00 Salary
Description
position
IT Help Desk Technician II
division/department
Information Technology / IT Operations
position close date
October 19, 2024
classification
Non-Exempt
nature of position
Responsible for providing day-to-day technical assistance and support related to desktop computers, applications, phones, printers, and related technology. This position will be a primary point of contact for all user requests and issues and will either respond, route, or escalate tickets as necessary. This role will provide Tier 1 and 2 computer operational support while ensuring users have secure and reliable desktop and mobile computing solutions. They will also participate in basic desktop computing administration and related projects including workstation setup, patching, and installations.
essential functionsProvides support to end-users for basic and moderately complex computer, application, system, device, access, and hardware issuesInstall, configure, and repair desktop operating systems and applicationsSet up and maintain printers, scanners, and other peripheralsManage user accounts through their lifecycleManage ticket queue and ensure that customers receive timely responses and resolutionsTroubleshoot desktop performance problems and implement resolutionsComply with established department Service Level Agreement (SLA) targetsManage mobile phone assignments, upgrades, and deactivations as necessaryAssist in the maintenance of hardware and software inventoryUse applicable systems and tools to document, track, and monitor user requests and issuesProvide training and assistance to members of the user communityPerform other duties and tasks as directedParticipate and contribute to all activities and/or projects that directly support CHFA in fulfilling its mission and achieving its visionknowledge, skills, and abilities
Excellent customer service skillsThorough knowledge of Microsoft Windows desktop operating systems and Office applicationsUnderstanding of general security controls, business applications, and general IT infrastructure processesFamiliarity with desktop hardware setup and configurationSolid understanding of Active Directory users and groupsProficiency in at least one specific competency relevant to the roleAbility to communicate, both orally and in writing, in a positive, diplomatic, and friendly manner with othersAbilities that reflect our values:Ability to continuously improve and develop knowledge and skills, while adapting quickly to changing circumstances and processesAbility to work towards inclusion in all activities, and decisions through the solicitation and appreciation of diverse perspectivesAbility to exercise personal accountability in all activities and decisionsAbility to embrace a culture of operational excellence to ensure processes are continually evaluated and improved as necessaryAbility to operate with a sense of integrityAbility to have fun with a demonstrated sense of humorAbility to establish rapport with persons of diverse ethnic, racial, and cultural backgrounds
experience/education
1-5 years of customer service focused experience installing, configuring, and troubleshooting computer hardware and software appropriate to this positionAssociate's degree in a field of study related to the work assignment or relevant industry certifications (A+, Microsoft Desktop Admin, ITIL, etc) considered a plusequipment used
Telephone, computer hardware equipment, multifunction printers
working environment
The incumbent in this position will perform the essential functions of the position primarily in an office environment. Must have sight and the ability to use the computer, with or without assisting devices. Must be able to lift computers and boxes (up to 20 lbs.) and bend and crawl under desks for computer connects and disconnects. This position requires high levels of interaction and collaboration with others.
validation statement
This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform.
hiring range
$63,000- $75,000 + annual bonuses
benefit information
Comprehensive medical, dental, and vision insurance plans, with competitive rates x`Generous Paid Time Off, including paid volunteer time, and leave programsPlease visit our benefits page for additional information
how to apply
External candidates: Please submit your resume online at www.chfainfo.com/careers - Job Opportunities Tab
Internal candidates: Send employee job application and resume to kkayhill@chfainfo.com
With respect to its programs, services, activities, and employment practices, Colorado Housing and
Finance Authority prohibits unlawful discrimination against applicants or employees
on the basis of
age 40 years and over,
race,
sex, sexual orientation, gender identity, gender expression,
color, religion, national origin, disability,
military status, genetic information, marital status
or any other
status
protected
by applicable
federal, state or local law. Requests for reasonable accommodation, the provision of auxiliary aids, or any complaints alleging violation of this nondiscrimination policy should be directed to the nondiscrimination coordinator,
1.800.877.2432
,
TDD/TTY
303.297.7305, CHFA 1981 Blake
Street
, Denver
CO
80202-1272, available weekdays 8:00 a.m.
to 5:00 p.m.
Job LocationDenver - Denver, CO
Position TypeFull Time
Salary Range$63,000.00 - $75,000.00 Salary
Description
position
IT Help Desk Technician II
division/department
Information Technology / IT Operations
position close date
October 19, 2024
classification
Non-Exempt
nature of position
Responsible for providing day-to-day technical assistance and support related to desktop computers, applications, phones, printers, and related technology. This position will be a primary point of contact for all user requests and issues and will either respond, route, or escalate tickets as necessary. This role will provide Tier 1 and 2 computer operational support while ensuring users have secure and reliable desktop and mobile computing solutions. They will also participate in basic desktop computing administration and related projects including workstation setup, patching, and installations.
essential functionsProvides support to end-users for basic and moderately complex computer, application, system, device, access, and hardware issuesInstall, configure, and repair desktop operating systems and applicationsSet up and maintain printers, scanners, and other peripheralsManage user accounts through their lifecycleManage ticket queue and ensure that customers receive timely responses and resolutionsTroubleshoot desktop performance problems and implement resolutionsComply with established department Service Level Agreement (SLA) targetsManage mobile phone assignments, upgrades, and deactivations as necessaryAssist in the maintenance of hardware and software inventoryUse applicable systems and tools to document, track, and monitor user requests and issuesProvide training and assistance to members of the user communityPerform other duties and tasks as directedParticipate and contribute to all activities and/or projects that directly support CHFA in fulfilling its mission and achieving its visionknowledge, skills, and abilities
Excellent customer service skillsThorough knowledge of Microsoft Windows desktop operating systems and Office applicationsUnderstanding of general security controls, business applications, and general IT infrastructure processesFamiliarity with desktop hardware setup and configurationSolid understanding of Active Directory users and groupsProficiency in at least one specific competency relevant to the roleAbility to communicate, both orally and in writing, in a positive, diplomatic, and friendly manner with othersAbilities that reflect our values:Ability to continuously improve and develop knowledge and skills, while adapting quickly to changing circumstances and processesAbility to work towards inclusion in all activities, and decisions through the solicitation and appreciation of diverse perspectivesAbility to exercise personal accountability in all activities and decisionsAbility to embrace a culture of operational excellence to ensure processes are continually evaluated and improved as necessaryAbility to operate with a sense of integrityAbility to have fun with a demonstrated sense of humorAbility to establish rapport with persons of diverse ethnic, racial, and cultural backgrounds
experience/education
1-5 years of customer service focused experience installing, configuring, and troubleshooting computer hardware and software appropriate to this positionAssociate's degree in a field of study related to the work assignment or relevant industry certifications (A+, Microsoft Desktop Admin, ITIL, etc) considered a plusequipment used
Telephone, computer hardware equipment, multifunction printers
working environment
The incumbent in this position will perform the essential functions of the position primarily in an office environment. Must have sight and the ability to use the computer, with or without assisting devices. Must be able to lift computers and boxes (up to 20 lbs.) and bend and crawl under desks for computer connects and disconnects. This position requires high levels of interaction and collaboration with others.
validation statement
This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform.
hiring range
$63,000- $75,000 + annual bonuses
benefit information
Comprehensive medical, dental, and vision insurance plans, with competitive rates x`Generous Paid Time Off, including paid volunteer time, and leave programsPlease visit our benefits page for additional information
how to apply
External candidates: Please submit your resume online at www.chfainfo.com/careers - Job Opportunities Tab
Internal candidates: Send employee job application and resume to kkayhill@chfainfo.com
With respect to its programs, services, activities, and employment practices, Colorado Housing and
Finance Authority prohibits unlawful discrimination against applicants or employees
on the basis of
age 40 years and over,
race,
sex, sexual orientation, gender identity, gender expression,
color, religion, national origin, disability,
military status, genetic information, marital status
or any other
status
protected
by applicable
federal, state or local law. Requests for reasonable accommodation, the provision of auxiliary aids, or any complaints alleging violation of this nondiscrimination policy should be directed to the nondiscrimination coordinator,
1.800.877.2432
,
TDD/TTY
303.297.7305, CHFA 1981 Blake
Street
, Denver
CO
80202-1272, available weekdays 8:00 a.m.
to 5:00 p.m.