IT Service Desk Technician

IT Service Desk Technician

Salary

$59,716.89 - $81,812.29 Annually

Location

City Hall 500 S 4th Ave, Brighton CO, 80601, CO

Job Type

Full Time

Job Number

26-01401

Department

Information Technology

Division

Information Technology

Opening Date

11/09/2026

Closing Date

11/19/2026 11:00 PM Mountain

• Description
• Benefits

Job Description

Starting hiring salary - $59,716.89 to $63,299.90 annually

DEFINITION

The IT Service Desk Technician provides level 1 & 2 technical support for City staff, via phone, email, in-person and IT Service Management (ITSM) systems. This position supports a wide variety of technical environments such as PC hardware, application software, operating systems and peripherals, mobile devices and has basic networking knowledge. This employee provides immediate solutions when possible and follows troubleshooting and/or escalation processes where necessary. All issues and requests are entered into a ticketing system, and updates/feedback are provided in a timely manner.

Communication and collaboration skills, as well as a positive attitude, are of paramount importance in this position, as the employee has a high level of interaction with end-users, IT staff and vendors. This person must be able to understand issues and requests, communicate status and ask questions in an effective timely manner, and he or she must work well independently and with teams made up of employees from other divisions. The IT Service Desk team strives to continually provide excellent customer service, showing respect and professionalism in all interactions with a constant goal to support the City of Brighton's mission and values.

SUPERVISION RECEIVED AND EXERCISED

Works under the direction of the IT Service Desk Manager.

This position does not supervise other employees.

EXAMPLES OF IMPORTANT/ESSENTIAL RESPONSIBILITIES AND DUTIES

Provides Level 1 & 2 support and maintenance within the organization's computing environment. This includes installing, configuring, diagnosing, repairing, maintaining, and upgrading all PC hardware and peripheral equipment in a Microsoft Windows-based environment to ensure optimal enterprise desktop performance.

Supports end-users with friendly, efficient and compassionate customer service

Maintains presence in the IT workspace to assist users requiring technical assistance via phone call, ticketing system or in person. This position provides support remotely in many instances, but will occasionally require travel within the City of Brighton to assist end-users in person

Evaluates the importance and scope of a wide variety of issues, prioritizing for resolution or escalation

Tracks ticketing trends, identifying systemic or repeating issues

Works with hardware and software application vendors when appropriate

Implements performance upgrades to computers, including the installation of CPUs, l/O and NIC cards, hard drives, RAM, memory chips, CDROMs, and so on.

Performs user onboarding, offboarding and changes using detailed and accurate workflow processes

Works with IT Systems staff to define and maintain appropriate access and permissions

Performs new user orientation sessions on a weekly basis

Performs administrative tasks in the City's physical access system

Collaborates closely with IT Operations Manager and other IT staff to ensure efficient operation of the enterprise computing environment .Responds to incoming calls, e-mails, and work orders in a timely manner.

Maintains detailed documentation (tickets, knowledge bases)

Participates in all facets of IT asset management, including annual computer refresh program, maintenance of asset database, decommission program, etc.

Deploys desktop systems, networked printers and other peripherals

Trains end-users and IT peers as needed in both classroom and individual scenarios.

Performs administrative tasks within Windows, software applications and other communication devices

Maintains confidentiality of information consistent with applicable federal, state, and city rules and regulations.

Participates in rotating on-call responsibilities (24/7 phone support, City Council meeting support).

Performs other duties as assigned

QUALIFICATIONS

Knowledge of:

Advanced hardware and software technology, including Windows operating system

Enterprise Microsoft applications suite (M365)

Communication devices (iOS and Android mobile devices, VoiP desk phones and their corresponding applications, MiFi devices)

Microsoft Active Directory, VOIP, TCP/IP, DHCP, DNS, SMTP, FTP, HTTP

Advanced PC internal components

Basic networking concepts

Basic audio/visual components and concepts

Ability to:

Learn, configure and troubleshoot new technologies and applications

Work on multiple tasks, prioritize assignments and meet goals in a highly fluid environment

Work on a wide variety of assignments that vary from routine to irregular in nature.

Provide hands-on hardware troubleshooting.

Document procedures and instructions in a concise and clear format

Conduct research into a wide range of computing issues as required

Pay keen attention to detail

Demonstrate excellent oral and written communication

Read and understand technical manuals, procedural documentation, and OEM guides.

Work both independently and in a team environment.

Work with customers at all levels of the organization

Interpret and communicate complex ideas at both technical and non-technical levels

Be positive, professional and calm during stressful situations.

EDUCATION AND EXPERIENCE:

Required:

Associates degree (AA) or higher in Computer Science, Information Systems or a related field.

Help desk experience progressively responsible for research, implementation, administration, documentation, monitoring, upgrading and maintaining applications and system life cycles.

An equivalent combination of education, training and experience that demonstrates required knowledge, skills and abilities may be considered.

Preferred:

ITIL Foundations certification

Microsoft Certifications, such as M365 Fundamentals, Teams Administrator

CompTIA A+

Project Management certification, such as CompTIA Project Plus, PMP, etc.

PHYSICAL REQUIREMENTS:

While performing the duties of this position, the employee is regularly required to walk, stand, sit, kneel or crouch. The employee must frequently lift and/or move up to 25 pounds and have the ability to occasionally lift and/or move up to 100 pounds alone or with assistance, as available. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

SPECIAL REQUIREMENTS:

Possession of a valid Colorado driver's license with a safe driving record.

Completion of CJIS Certification, FEMA ICS 100 and IS 700 training within six (6) is required within 6 months of hire.

Necessary special requirements - Applicants must, as a condition of employment, pass the following: oral board, reference checks, background checks including local police check and sex-offender list, voice stress analysis, driving record check, drug screen, and fingerprint checks through CBI/FBI.

City of Brighton Benefits Overview 2026

Employer City of Brighton

Address Brighton City Hall

500 S 4th Avenue

Brighton, Colorado, 80601

Phone (303) 655-2098

Website http://www.brightonco.gov