Full job description About Our Job
What You'll Do
Work throughout the Denver Public Library's 28 locations to create positive digital experiences for internal and external Library customers. DPL's IT team members are high performing, technically competent and passionate technology evangelists, right at the center of all the action. As a member of the IT Service Desk team, You'll act as an ambassador of IT and representative of the customer service and technical excellence we provide through the alignment with DPL's core values.
Work hours - Mon - Fri, 12pm - 8pm.
This position is not remote - Onsite is required - WFH options can be requested.
Install and repair desktop hardware and software; installs/uninstalls voice and data systems; and processes work orders for voice, video, and data users.
Have a very good understanding of Audio Visual systems and devices with an ability to maintain and support them.
Perform technical support to users with common hardware and software problems, which includes: logging, troubleshooting, testing, adjusting, resolving, or referring problems to the appropriate Information Technology resource.
Act as a liaison between DPL staff and the Information Technology department to communicate problems and possible solutions.
Actively maintain computerized inventory of data equipment and specialized service kits for staff and end users (Cloud-based ITAM).
Maintain technical procedures, documentation, operational instructions and/or project or work order status.
Read and understand technical or other complex materials required for the job.
Test in-house or vendor developed software and software upgrades for user requirements and documents errors or discrepancies for correction.
Identify and recommend process improvement changes that will effectively and efficiently enhance service delivery.
Assist in the identification of technology solutions for resolving business problems.
Participate in advising customers on best practices, application customizations and interface strategies.
Performs other related duties as assigned.
Diversity, equity, and inclusion are important to us. We know that diverse teams are more successful, and we work hard to ensure everyone is treated fairly and respectfully. We believe everyone should be able to be themselves and bring their "whole self" to the organization .
About You
YOU HAVE:
Our ideal candidate has a solid customer service background in the IT industry and is committed to creating positive experiences for staff.
Knowledge of help desk ticket tracking software.
Knowledge of network architecture and networked desktops including login, file and print.
Ability to complete tasks on time with attention to detail.
Ability to communicate effectively with both individuals and groups.
Ability to use extensive workplace and other technologies including email, internet, databases, and other software.
Ability to complete tasks with attention to detail.
Ability to creatively solve problems, negotiate and handle stressful situations in a positive manner.
Ability to create and maintain positive staff relationships.
Skill in prioritizing and scheduling work to allow for its efficient and effective completion.
Ability to demonstrate innovation and flexibility.
Ability to work with a diverse group of people.
Ability to lift 50 pounds.
Ability to pass a background check after the offer to hire has been made.
A valid Driver's License at the time of application. Service Desk technicians will use their own personal vehicle (reimbursed mileage) or a provided City vehicle to support multiple branch locations.
Experience in using library automation systems and web-based applications (preferred,
not required).
A+ Certification (preferred, not required).
ITIL certification and/or experience with IT Service Management (preferred, not required).
A cover letter is optional
Education Requirement
Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
Experience Requirement
One (1) year of information technology experience performing service desk or desktop support
Education & Experience Equivalency
Additional appropriate education or related-job-experience may be substituted for the minimum experience requirement.
Other Things You Should Know
The Denver Public Library connects people with information, ideas and experiences to provide enjoyment, enrich lives and strengthen our community. The customer is at the center of all work performed at the Denver Public Library. Denver boasts a diversity of age, background, religion, ethnicity, culture, education, socioeconomic level and lifestyle.
The Denver Public Library Central branch is located in the heart of downtown Denver. Please be aware employee parking, payment and location, is the responsibility of each staff member. This payment is the responsibility of each employee. Free curbside parking is usually available within 5 blocks of the downtown area.
While occasional evening and weekend work will be required for periodic off-hours maintenance, the Denver Public Library values work/life balance and offers flexibility in scheduling, remote work, and shared responsibility for after-hours support. You will have your holidays and weekends back! The schedule will be determined by the needs of a department that encourages a healthy work-life balance and will rarely ask for hours to be worked outside a normal workday.
Although the full salary range for this position is provided, offers are typically made within the starting salary range and depend on qualifications. The City and County of Denver benefit package will be offered.
Employees may be re-deployed to work in other capacities in their own agencies or in other City agencies to support core functions of the City during a City-wide emergency declared by the Mayor.
This position is expected to close on 5/15/2024. Please submit a resume at your earliest convenience.
About Everything Else
Job Profile
LI1673 IT Technician II To view the full job profile including position specifications, physical demands, and probationary period, click here
. Position Type
Unlimited Library Hiring Range
$24.11 - $30.14 Starting Pay
24.11-30.14 Agency
Denver Public Library Assessment Requirement
The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.
It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact
with three business days' notice. Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.
For information about right to work, click here
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