IT Help Desk Technician

As an IT Help Desk technician on the City of Durango’s Information Technology (IT) team, you’ll support employees across all City departments by providing first-line technical assistance. You’ll troubleshoot hardware and software issues and help employees use technology tools to do their work. In this role, you’ll collaborate closely with IT Applications, Network, and other IT team members to resolve issues and improve services. 

What You’ll Do in This Role:  

• Deliver exceptional customer service as a frequent first point of contact for the IT team, providing on-site and remote technical support to City employees.
• Administer the City’s Support Desk system by receiving, documenting, prioritizing, and resolving service requests and incidents.
• Troubleshoot and resolve a variety of hardware, software, and peripheral issues in a timely and customer-focused manner.
• Repair, configure, replace, deploy, and support end-user equipment, including desktops, laptops, MacBooks, mobile devices (iOS and Android), monitors, printers, scanners, IP phones, point-of-sale systems, and conferencing equipment.
• Perform workstation and device deployments across City facilities, which requires operating a City vehicle.
• Use Microsoft Endpoint Configuration Manager (SCCM) and Microsoft Intune to assist with device configuration, application deployment, patching, and remote support.
• Coordinate the purchase, setup, deployment, and replacement of end-user hardware for City departments.
• Maintain accurate inventory records for IT hardware assets and support lifecycle replacement planning.
• Assist with maintaining the user desktop environment, including patch management, application updates, endpoint security, and virus protection.
• Collaborate with users to assess device, printing, and system needs; test hardware and software for compatibility and functionality.
• Support the City’s Mobile Device Management (MDM) program, including configuration and deployment of cellular devices.
• Provide training and guidance to users on operating systems, desktop tools, office applications, and basic security practices.
• Contribute to the IT knowledge base by documenting solutions, processes, and user-facing guidance.
• Research, evaluate, and recommend improvements to end-user systems, tools, and support processes; work with vendors as needed.

You Have:

• An associate’s degree with coursework in electronics, telecommunications, management information systems, computer science, or a related field.
• Two years of experience in desktop, laptop, and tablet systems support.
• System Center Configuration Manager (SCCM) or other remote desktop experience preferred.
• CompTIA A+ certification preferred.

You Will Succeed in This Role If You:

• Enjoy helping others solve technology problems and providing responsive, customer-focused support.
• Are comfortable supporting a wide variety of devices, systems, and users across different departments.
• Communicate clearly and can explain technical concepts in a user-friendly way.
• Work well as part of a collaborative IT team and adapt to changing priorities.

Work Environment & Requirements
This position performs work in office settings and at City facilities throughout the community. Responsibilities include travel between locations to deploy, support, and maintain IT equipment, which requires operating a City vehicle. Occasional lifting and handling of computers, peripherals, and related equipment is required.

Successful candidates must maintain a local residency within a 100-mile radius outside the city limits of Durango, Colorado.

What We Can Offer You: 

• Comprehensive medical, dental, and vision insurance.
• Ample personal time off (PTO) and 11 paid holidays.  
• 401(a) retirement plan and optional deferred compensation plan.  
• Basic life insurance and accidental death & dismemberment (AD&D) coverage.  
• Long-term disability coverage.
• Paid Family and Medical Leave (FMLA).
• Access to Employee Assistance Program (EAP).  
• Free access to the Durango Community Recreation Center and Chapman Hill Ice Rink & Ski Area.
• Holistic Employee Wellness Program, addressing physical, mental, financial, and professional well-being.
• Free transit pass and family member discounts.  
• Reimbursement for job-related classes to foster continuous learning.  
• Sixteen hours of volunteer time off per year to support local non-profit organizations.

Belong at the City of Durango: 

We believe in creating an inclusive workforce that welcomes diversity of thoughts, viewpoints, and experiences. 

The City of Durango is an Equal Opportunity Employer. We do not discriminate on the basis age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law. It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.