IT Helpdesk Technician

Overview

Department Information

Find a rewarding career making a difference:
Join the Office of the Attorney General. The Information Technology (IT) unit is seeking a motivated IT Help Desk Technician that is eager to learn and provide exceptional support while fulfilling the Department of Law's vision. This opportunity is suitable for someone who wants to develop their skills, thrives in a collaborative environment, and is passionate about resolving technical matters.

If you excel at providing direct support to customers, handling complex issues, and working with new technology, this role is for you.

Who We Are

The Office of the Attorney General/Department of Law is the "People s Lawyer". Our vision 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 principled public service and collaboration.

Visit our website to learn more: (Use the "Apply for this Job" box below)./

This position is open only to Colorado state residents.

The IT Help Desk Technician (IT Support Services III) provides first-level technical support to end-users experiencing IT-related issues. Responsibilities include troubleshooting basic problems, such as password resets, software installations, network connectivity issues, hardware malfunctions, diagnosing problems, resolving common issues, and escalating more complex problems per department procedures. The IT Help Desk Technician is the first point of contact for the Department of Law’s users, customers or employees seeking technical assistance, ensuring swift, efficient problem resolution and high customer satisfaction.

• Answer and resolve basic technical support requests via phone, email, chat, or ticket system; provide guidance on common IT issues (e.g., password resets, software installations).
• Troubleshoot basic technical problems related to hardware, software, network connectivity, printers, and other peripherals.
• Monitor system performance.
• Software installation and configuration.
• Manage Active Directory security groups and Microsoft 365 distribution groups to ensure appropriate access to systems, applications, and shared resources.
• Provision and support Exchange Online mailboxes, assign licenses, and manage mailbox permissions and group memberships based on approved access requests.
• Verify account configuration, access levels, and licensing; escalate complex identity or messaging issues as needed.
• Provide Tier 1 support for Microsoft 365 applications including Outlook, Teams, One Drive, SharePoint, and Office desktop applications.
• Escalate unresolved issues to other support teams.
• Document incidents and solutions in a ticketing system.
• Maintain a high level of customer service and communication with users.
• Support a broad variety of hardware and software used in the unit and assist with day-to-day end-user requests.

Salary note:
Salary is commensurate with the successful candidate’s qualifications in compliance with the Equal Pay for Equal Work Act.

Minimum Qualifications: Document all relevant experience in detail on your application. Experience will not be inferred or assumed. Any part-time experience listed will be prorated.

• Two (2) years of professional experience providing computer technical support as the primary duty, including troubleshooting and servicing hardware and software.

OR

• A combination of related education, CompTIA A+ certification, and/or professional experience totaling two (2) years in computer technical support. Transcript and/or certification are required at the time of application.

Note:

Foreign-degree holders must submit a translation/evaluation of their degree from an accredited institution to receive credit.

• Excellent customer service and communication skills.
• Versatile, flexible, and able to adapt to rapidly changing priorities.
• Strong attention to detail for detailed ticket notes.
• Ability to diagnose and resolve basic computer technical issues.
• Ability to work effectively on a dynamic team and…