IT Help Desk Technician (IT Support Services III)

WHO WE ARE

The Office of the Attorney General/Department of Law is the “People’s Lawyer”. The Attorney General, Phil Weiser, was elected by the people of Colorado and is the State’s chief lawyer and law enforcement official. Our vision for the Department of Law is: “Together, we serve Colorado and its people, advancing the rule of law, protecting our democracy and promoting justice for all.” Our core values and commitment to diversity, equity, and inclusion, drive our actions and demonstrate our focus on being principled public servants who are innovative and better together.

Visit our website to learn more: https://coag.gov/.

Description of Job

This position is open only to Colorado state residents.

ABOUT THE UNIT

The Information Technology (IT) Unit provides user-friendly, reliable office automation, legal research, and information management so that the department can represent the client agencies and the State of Colorado in legal matters as competently and economically as possible. The Unit provides system design, programming, implementation, training, and technical assistance while maintaining confidentiality, integrity and security in all systems operated by the unit.

POSITION SUMMARY

The IT Help Desk Technician provides first level of technical support to end-users experiencing IT-related issues.  This position is responsible for troubleshooting basic problems or tasks, such as password resets, software installations, network connectivity issues, hardware malfunctions, and diagnosing problems, resolving common issues, and escalating more complex problems to higher support levels (Tier 2 or Tier 3) under the direction of the unit manager.  The IT Help Desk Technician is the first point of contact for the Department of Law’s users, customers or employees seeking.  Key responsibilities include answering and resolving basic technical support requests (via phone, email, chat, or ticket system); providing guidance on common IT issues (e.g., password resets, software installations); documenting incidents and solutions in a ticketing system; escalating unresolved issues to higher-tier support teams; and maintaining a high level of customer service and communication with users.  This position supports a broad variety of hardware and software used in the unit, while assisting with the day-to-day requests for help from the end users. The IT Help Desk Technician ensures swift, efficient problem resolution while maintaining customer satisfaction.

WHAT YOU WILL DO

Primary duties include but are not limited to the following:

Help Desk Tier 1 Support

• Respond to user inquiries/helpdesk tickets: answering phone calls, emails, or live chats to address technical issues, questions, and concerns
• Troubleshoot basic technical problems: diagnosing and resolving common issues related to hardware, software, network connectivity, printers, and other peripherals
• Log support requests: documenting customer interactions, issues reported, troubleshooting steps, and resolutions in a ticketing system
• Escalate complex issues: forwarding more advanced or unresolved problems to higher-level support (Tier 2 or 3) when necessary
• Provide guidance and training: offering basic instructions to end users on how to properly use software or hardware
• Password resets and account management: assisting users with password changes, account access, and permissions
• Update and maintain knowledge base: contribute to internal documentation and support materials to help streamline future issue resolution
• Monitor system performance: keep an eye on systems and alerts to proactively detect issues
• Software Installation and Configuration: ensure the software is compatible with the system and follows documentation for proper installation steps
• Printer or Peripheral Device Issues: troubleshoots by checking device drivers, ensuring correct setup, and following manufacturer troubleshooting guides

Inventory Upkeep

• Track Inventory: monitor and update records for all IT equipment, software licenses, and tools issued to staff or in stock.
• Receive and Log Equipment: document newly received items, verifying quantities, and ensuring they match purchase orders
• Issue and Reclaim Assets: ensure proper documentation when equipment is assigned or returned, keeping records up to date
• Organize Storage: keeping the inventory storage area organized and properly labeled for easy access
• Report Inventory Status: regularly provide status reports on available inventory and highlighting any shortages or overages
• Audit: perform routine audits of equipment to ensure accuracy between physical stock and inventory records
• Coordination with Other DOL sections and unit: work with procurement and other teams to ensure timely restocking and allocation of resources

Multimedia Support

• Assist users in the office by converting various audio and video files for usage by the office and in court
• Edit files as needed, including redacting, blurring or trimming audio/visual files

Salary note: Although a salary range is listed, salary will be set commensurate with the successful candidate’s qualifications and in compliance with the Equal Pay for Equal Work Act.

This job posting may be used to fill other positions in the Administration section at the DOL.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

WHAT WE ARE LOOKING FOR
Minimum Qualifications: Please document all relevant experience in detail on your application. Experience will not be inferred or assumed. Any part-time experience listed will be prorated. 

Experience only:

• Three years of professional experience providing computer related technical support as the main function of your job. This experience must include servicing hardware and software.

OR
Education and Experience:

• Associates degree from an accredited institution in information technology, computer information systems or a closely related field and one year of professional experience providing computer related technical support as the main function of your job.

Note: Candidates possessing a foreign degree must submit a translation (evaluation) of their degree from an accredited institution, such as The National Association of Credential Evaluations Services in order to be given credit for the degree.

Substitutions

• Technical support experience will substitute for the degree requirement on a year-for-year basis.
• Training or certification in a subject matter directly related to the position will substitute for one year of the degree requirement.
• There is no substitution for the one year of work experience in technical support.

Required Competencies

• Excellent customer service and communication skills
• Versatile, flexible and willing to work in an environment with rapidly changing priorities
• Strong attention to detail in order to keep detailed notes on tickets
• Ability to diagnose and resolve basic computer technical issues
• Ability to effectively work on a dynamic team and work with other diverse teams

Preferred Qualifications: In addition to the minimum qualifications, if you possess any of the following specifically include the details on your application, as this information will be used to assess your qualifications and may be used to determine a top group of applicants.

• Experience providing technical support beyond the required one year
• Extensive experience servicing hardware and software
• CompTIA A+ certification
• Knowledge of ITIL v3
• Experience using multimedia conversion software in a professional setting
• Knowledge of Windows Active Directory
• Advanced knowledge and experience using Microsoft Office
• Knowledge and experience using Adobe Acrobat Professional

Conditions of Employment:

• Applicants must pass a thorough background investigation prior to appointment.
• This position will work primarily in the office
• Colorado Department of Law participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Please view the full job description for more information, including information about compensation and benefits, and to apply online.