Service Desk Associate III

Service Desk Associate III

Salary

$68,619.20 - $78,936.00 Annually

Location

Adams County Government Center (Brighton) & Human Services Center (Westminster), CO

Job Type

Regular Full-time

Job Number

07595

Department

IT & Innovation

Opening Date

07/28/2026

Closing Date

8/2/2026 4:30 PM Mountain

Our Mission

To responsibly serve the Adams County community with integrity and innovation.

EEO

Adams County is an equal opportunity employer. No person is unlawfully excluded from employment opportunities based on race, color, national origin, ancestry, religion, creed, sex, sexual orientation, gender expression, gender identity, age, disability, genetic information, veteran status, marital status or any other legally protected characteristic.

Position classification

Hybrid -- Job duties and expectations allow for onsite and remote work scheduled every week. Employees in this classification are regularly scheduled onsite one (1) to four (4) days per week based on the County needs and as determined by Department Director. Hybrid classified roles can be onsite more than the set minimum based on employee preference.

• Description
• Benefits
• Questions

What Success Looks Like In This Job

This senior-level position will be responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalate as necessary to reduce downtime on end-user productivity. The primary responsibility of the Service Desk Associate III is to provide senior-level hardware and software support for Adams Countys computing infrastructure. These technicians research and resolve the most complex issues that other Service Desk agents cannot resolve, often collaborating with other teams such as Desktop, Server, Applications and Networking teams.

The anticipated hiring range for the position is $32.998 - $37.947 hourly. The full earning potential for this role is $32.998 - $47.847 hourly.

Examples of Duties for Success

You will be responsible for accurately gathering detailed information about the customer's issue, thoroughly documenting it into the ticketing system, and determining the best way to resolve the issue within our established SLA guidelines as the highest Service Desk Associate role. You'll need strong analytical and problem-solving skills to be able to identify trends and create preventative solutions. Must be self-motivated, organized and able to prioritize and execute tasks while working independently. Per our County Mission statement, "to responsibly serve the Adams County community with integrity and innovation", this position will own and pursue integrity and innovation.

• You'll act as a senior-level escalation path for issues that Tier I and Tier II associates are unable to resolve. Cross-functional communication are essential for this role, as well as the ability to be autonomous. This role may be required to liaison with other teams.
• Accurately and thoroughly record information into our ticketing system and follow up and communicate ticket information to customers when appropriate.
• Participate in problem management by identifying trends and create preventative solutions. Keep the Service Desk Supervisor informed of both problems and incidents and participate in the incident management process as Incidents occur.
• Participate in the change control process as back-up to the Service Desk Supervisor when necessary.
• Mentor Tier I and II staff for training and to aid in improving first call resolution. Approve and help develop knowledge base articles for their use.
• May act as back-up to Desktop Services when necessary for initial setup of new customers (helping with initial sign-on, email setup, windows navigation)
• Act as queue manager for triaging and processing requests for the Service Desk as needed.
• Perform front desk duties for the department, fielding walk-in requests needing assistance.
• Participate in Service Desk after hours on-call rotation duties.
• Establish, maintain, and develop a positive and harmonious working relationship with customers and colleagues.
• Perform other related duties and responsibilities as required.

Supervisory Responsibilities:

• No full supervisory responsibilities. Will act as mentor to Service Desk Associates I and II.

Qualifications for Success

• Effective and efficient customer service skills.
• Exceptional analytical and independent problem-solving abilities.
• Self-motivated and organized; able to prioritize and execute and delegate tasks with limited direction.
• Communicate clearly and concisely, both orally and in writing.
• Computer Skills: Windows Operating Systems (OS); Microsoft Office products; Android and iOS platforms; Active Directory; Cloud infrastructure (Azure) and advanced networking (routing/switching), local and network-based printing; hardware diagnostics, event viewer logs.
• Ability to travel to other facilities as required within the scope of the job.

More Qualifications for Success

Experience:

• A minimum of five years of verifiable experience and high mastery in desktop support, Active Directory, Cloud infrastructure (Azure) and advanced networking (routing/switching), root cause analysis for complex issues that require a higher level of knowledge and technical skills. Engages in Incident and Problem Management processes as required.

Education and Training:

• High school diploma or GED equivalent required.
• Bachelors Degree preferred.

License or Certificate:

• Must possess at least two relevant certifications such as ITIL Foundations, Microsoft Certified: Azure Administrator, CompTIA Server+, or CompTIA Network+ or other equivalent certifications.
• Possession of, or ability to obtain, a valid Colorado Drivers License.

Background Check: Must pass a criminal background check.

Essential duties require the following physical abilities and work environment:

• Ability to lift a minimum of 25 lbs.
• Requires long periods of sitting at a desk, up to 8-10 hours a day.
• Repeated movements including standing, sitting, kneeling, lifting, and bending in and around customers desks.

Adams County and the 17th Judicial District Attorneys Office complies with Colorado's Job Application Fairness Act ("JAFA"). JAFA prohibits employers from asking individuals to disclose their age, date of birth, or dates of school attendance or graduation on an initial employment application. However, additional application materials such as certifications and transcripts containing this information may be required for certain positions; if such additional materials are requested, applicants may redact information that identifies the applicant's age, date of birth, or dates or attendance or graduation.

Adams County provides a comprehensive benefits package to employees that goes above and beyond what is offered at most organizations.

Benefits You Expect:

• AFLAC Supplemental Medical Insurance
• Basic Term Life & Optional Term Life Insurance
• Deferred Compensation Plan
• Dental/Vision/Medical Plans
• Generous Vacation/Sick leave
• Long-Term Disability
• Retirement Plan
• Short-Term Disability

Plus some you might not expect:

• Employee Assistance Program
• Employee Fitness Center
• Employee Health Clinics
• Flexible Work Schedules
• Recreation Center Discounts
• Training & Tuition Reimbursement Programs
• Wellness programs
• Lactation friendly certified workplace

01

Please be aware that your cover letter and resume will not be accessed in the initial screening process, so you must complete your application and supplemental questions with as much detail as possible. Any personally identifiable information (PII) such as name and address will be redacted from applications that meet the minimum screening requirements and are forwarded to the hiring manager. If the hiring manager selects you to advance in the hiring process, your cover letter and resume will then be accessible to the hiring team. Information provided on the application is used to determine if a candidate meets minimum qualifications. Only information provided at the time of the application being completed will be considered and additional information that is not listed on the application will not be considered when deciding if a candidate meets or does not meet the qualifications. Applicants are STRONGLY encouraged to include all information and details on their application. I understand and agree that only information provided at the time of my application will be used to determine if I meet the minimum requirements for this position.

• Yes, I understand and agree
• Yes, I understand but disagree.

02

This role requires a minimum of five (5) years of verifiable experience and high mastery in desktop support, Active Directory, Cloud infrastructure (Azure) and advanced networking (routing/switching), including root cause analysis for complex issues that require a higher level of knowledge and technical skills. Do you meet this requirement?

• Yes
• No

03

This role requires a High School Diploma or GED equivalent. Do you meet this requirement?

• Yes
• No

04

This role requires possession of at least two relevant certifications such as ITIL Foundations, Microsoft Certified: Azure Administrator, CompTIA Server+, CompTIA Network+, or other equivalent certifications. Do you meet this requirement?

• Yes
• No

05

Please select which relevant certifications you possess.

• ITIL Foundations
• Microsoft Certified: Azure Administrator
• CompTIA Server+
• CompTIA Network+
• Other certification(s) not listed here
• None of the Above

06

If you selected "other certification(s) not listed here," please explain any other related certifications you possess. If not, you may write "N/A."

07

This role requires possession of, or ability to obtain, a valid Colorado Drivers License. Do you meet this requirement?

• Yes
• No

08

Have you used ITIL practices in your career and if so, what have you found most useful?

09

What experience do you have creating and reviewing knowledge base articles?

10

What is the difference between a problem and an incident? Please give an example of how you respond to each.

Required Question

Employer Adams County

Address 4430 S. Adams County Parkway, Suite C4000B

Brighton, Colorado, 80601-8213

Website http://www.adamscountyco.gov/careers