Desktop Support Technician

Are you a tech-savvy problem solver with a passion for making a difference? Join our team as a Desktop Support Technician, working primarily out of the Erie Police Department, where you'll provide critical IT support and solutions for those who serve and protect our community.

In this dynamic role, you'll take on a variety of responsibilities, from analyzing and maintaining computer systems to troubleshooting and offering exceptional customer support. You'll be the go-to person for IT needs, helping police personnel navigate hardware, operating systems, software applications, peripherals, and communication devices.

As part of our IT team, you'll tackle projects directly impacting public safety operations while sharpening your communication skills and building strong relationships with users across the organization. Your ability to think quickly, problem-solve effectively, and maintain a professional, diplomatic approach will be key to your success.

If you're ready to combine your technical expertise with a purpose-driven mission, we invite you to apply and become a vital part of our team!

All staff are expected to adhere to the Town's mission, vision, and values of T.R.U.E.

Work Locations:

• Erie Police Department: 1000 Telleen Ave, Erie CO 80516
• Town Hall: 645 Holbrook Street, Erie CO 80516

Work Hours: Monday - Friday, 7:00am - 4:00pm

Job Expectations:

• Employee must be able to work on-call schedule as assigned and outside of normal working hours.
• This role may require you to visit other Town facilities to provide tech support.
• This position is 100% in-person and not eligible for remote work.

PRIMARY RESPONSIBILITIES:

• Provides exceptional customer service and technical assistance to internal and external customers, including town staff, elected officials, outside vendors, and contractors.
• Answer user inquiries regarding computer software or hardware operations to resolve problems.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Administrative support for M365 accounts.
• Provide support for Computer-Aided Dispatch (CAD) systems, body-worn cameras, security cameras, and law enforcement citation devices.
• A resource for vendor relations for troubleshooting and consulting on hardware and software configurations.
• Provides support to the help desk, desktop support, and inventory, including hardware and software.
• Images and deploys new desktop and laptop workstations for new and existing users.
• Provides peripheral support for monitors, printers, cell/smartphones, tablets, scanners, battery backups, and network devices as needed.
• Oversee the daily performance of computer systems.
• Occasionally attend evening Town Council meetings, up to twice a month, to provide technical support to Council members and staff.

SECONDARY RESPONSIBILITIES:

• Develop training materials and procedures or train users in the proper use of hardware or software.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or provide technical assistance and support.

OTHER RESPONSIBILITIES:

• Provides on-call support based on rotation.
• Maintains confidentiality when handling sensitive and confidential information.
• Attends meetings as assigned by IT Director or IT Manager.
• Performs related work as required and assigned.

MINIMUM QUALIFICATIONS:

• Associate's Degree in Computer Science, Information Technology, or a related field
• 2-4 years of experience working in a technical support position
• Valid driver's license and a satisfactory driving record
• Must be available to work a flexible schedule, including evenings as needed

A combination of education and experience may be considered.

DESIRED QUALIFICATIONS:

• Municipal/government IT work experience
• Win OS, M365, VoIP phone, mobile devices, computer and application experience
• Demonstrate exceptional technical competency and be extremely customer service-oriented
• Wide range of problem-solving skills, as well as an ability to work with end-users at all levels of the organization
• Effective time management and ability to prioritize a high-volume workload while multitasking across multiple tasks
• Proactive, independent, and collaborative working style with minimal supervision
• Communicate clearly and concisely, both orally and in writing
• Maintain confidentiality of sensitive information
• A+ Certifications/Licenses

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Ability to exercise considerable initiative and sound judgment.
• Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Knowledge of computer hardware tools and measurement devices.
• Knowledge of Windows, iOS, and Android.
• Knowledge of hardware troubleshooting steps.
• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Ability to exercise considerable initiative and sound judgment.
• Ability to work effectively with the public and other employees.
• Talking to others to convey information effectively.
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Communicating effectively in writing as appropriate for the needs of the audience.
• Understanding written sentences and paragraphs in work related documents.

Environmental Factors:

Work is performed both indoors and outdoors. Indoor work is primarily in an office setting. Outdoor work occurs for short periods in all weather conditions, such as when working on wireless units and fleet vehicles. Travel is required to different town-owned buildings and occasionally for conferences, both in and out of town.

Physical Factors:

This role spends up to 8 hours per day sitting and up to 2 hours standing. Walking is required for approximately 25% of the workday. Repetitive motion tasks, such as typing, are performed for about 2 hours daily. The position requires a full range of motion including standing, sitting, bending, climbing, stooping, squatting, and reaching. Daily activities may involve crawling under desks and bending to pick up items. Climbing ladders and into fleet vehicles is required. Grasping tools (weighing approximately 1 pound) for hardware repair may occur for up to 2 hours at a time. Lifting objects up to 20 pounds occur daily and lifting up to 40 pounds occurs occasionally. Reaching for and pushing items, at varying levels is required. Working at heights is required occasionally to troubleshoot cables and hardware located in the ceilings. Visual requirements include the ability to see small print (e.g., asset tags, serial numbers), color and peripheral vision, depth perception, and the ability to see in light and/or bright environments. The ability to hear voices and beeping sounds is required.

Town of Erie Benefits:

The Town of Erie offers a comprehensive benefit package and pays a major portion of the employee premium to make these benefits more affordable for you. Coverage of these benefits begins on the 1st of the month following date of hire for benefited employees regularly working an average of 30 hours per week. Each year you will have the option of changing your elections through open enrollment. To learn more, review thebenefits webpage.

Designated full-time employees are eligible for the following benefits:

• Robust Medical, Dental and Vision plans including spouse, domestic partner and family coverage options
• Supplemental Accident, Critical Illness and Hospital Plans
• Voluntary Life/AD&D
• Employer paid Basic Life/AD&D
• Employer paid Short- and Long-Term Disability
• Employer paid Employee Assistance Program
• Robust extended sick leave and family sick leave program
• Up to 48 hours of Colorado Sick Leave preloaded on the 1st of every year (pro-rated if hired after the 1st of the year)
• 3 Weeks of Paid Time Off (PTO) per year (increases with years of service)
• 40 hours of pre-loaded Paid Time Off (PTO) to each new employee upon hire
• Fifteen (15) Paid Holidays
• Twenty-Four (24) Hours of Paid Volunteer Leave
• Up to 12 weeks of paid Parental Leave for bonding with a new child
• Option to "sell back" PTO after two (2) years of continuous employment
• 457 Retirement Plan, with a 5% employer match and immediate 100% vesting in your deferral contributions AND employer contributions
• Education reimbursement up to $3,000 per year
• Individual free membership to the Erie Community Center and steep discounts on couple or family memberships.
• Employer sponsored wellness program, including employee-based fitness classes
• Childcare benefits which includes 10% discount to any KinderCare location in Colorado
• Half-off charging at town-owned EV charging stations
• Pet Insurance
• Employee Discount Program through Benefits Hub
• Eligible for discount Dell Computer program
• Onsite/virtual trainings for growth and development opportunities

We are a Public Service Loan Forgiveness (PSLF)-qualified employer!

EEOC Statement:

The Town is dedicated to the principles of equal employment opportunity in any term, condition or privilege of employment. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history), veteran status, marital status or any other status protected by federal, state or local law. This prohibition includes unlawful harassment or discrimination based on any of these protected classes. Unlawful harassment includes verbal or physical conduct, which has the purpose or effect of substantially interfering with an individual's work performance or creating a severe, intimidating, hostile or offensive work environment. This provision applies to all employees, including directors, supervisors, co-workers, and non-employees such as residents, members of all boards and task force groups, contractors, vendors, consultants, etc.