1st Level Support, 2nd Level Support, Administrative Skills, Call Volume, Computer Hardware, Computer Software, Computer Workstations, Customer Experience, Customer Support/Service, Desktop Administration, Desktop PC, Genetics, Help Desk, High School Diploma, Incident Management, Leadership, Metrics, Military, Multilingual, Problem Solving Skills, Regulations, Software Administration, Spanish Language, Technical Support, Telephone Skills
Applications will be received until July 1, 2026. If the position is not filled by then, we may consider applications submitted after the deadline. Interested applicants must apply online by visiting the Denver Public Schools job board at careers.dpsk12.org.
About this job:
Provides first level (Tier1) support by answering the telephone, managing self-service incidents and emails covering all aspects of supported technology and security access for the District. Records all incidents with users in an incident management system. Resolves Service Desk First Contact Resolutions (FCRs) and/or escalates to the next level of support. Advocates for quicker customer resolution time with assigned fix agent and/or task owners ensuring a good customer experience.
What DPS Offers You:
- A Culture that values Equity, Accountability, Integrity, Collaboration and Fun with a shared vision that Every Learner Thrives.
- Salary Range: $48,896-$58,676 Click here for more information on compensation for these roles.
- In addition to competitive compensation, DPS has other Total Reward offerings such as; time off, health and wellness benefits, and PERA Retirement.
What You'll Do:
Operational and Organizational Leadership
- Provides primary Service Desk real-time technology support via phone/email/self service to customers.
- Records every engagement with the customer through the incident management system. Resolves Service Desk First Contact Resolutions or routes to the appropriate fix agent, escalates issues if warranted.
- Gathers required information and or documentation for break/fix issues and/or security access requests.
- Participates in the day-to-day operational activities of the team.
Personal and Values Leadership
- Communicates incident status with the customer. Follows up with customers to assure problem was resolved satisfactorily.
- Performs other related duties, including special projects, as assigned.
- Provides first and second level technical support, may include low-to-mid level application, administration functions, desktop and workstation support, PC hardware and software troubleshooting.
- Escalates issues by following the protocols.
People and Culture Leadership
- Advocates for quicker customer resolution time with assigned fix agent and/or task owner.
- Discusses issues at a technical or non-technical level, depending on the audience.
Community and Equity Leadership
- Coordinates and performs application set-up and provide documentation for end users through real-time discussions/incident with users.
Vision and Strategy Leadership
- Keeps abreast of all district hardware and software technology by attending scheduled trainings, reviewing Knowledge documents and/or training videos as required.
- Adheres to individual and team goals related to daily call volume, call resolution and telephone system metrics.
- Monitors all outstanding incidents through resolution.
Policies and Procedures
- Follow all rules, policies and standard procedures for DPS, DoTS and team.
- Other duties as assigned by the Service Desk Manager.
What You'll Need:
- Education: Minimum of High School Diploma/GED
- One year of experience in help desk support, working with a ticketing system, and utilizing computer hardware and software.
- One year of customer service experience required.
- One year of experience troubleshooting hardware and software desired
- Bilingual Spanish Required
- Lead for racial and educational excellence and work to dismantle systems of oppression and inequity in our community, along with believing in and supporting all students so they feel seen and heard with access to high quality education.
- Live and work with a permanent home address in Colorado while working with us.
- Have the ability with or without accommodations to meet the physical demands of the position.
Denver Public Schools is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender expression, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or any other status protected by law or regulations. It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors.
Students First. Integrity. Equity. Collaboration. Accountability. Fun
Denver Public Schools is committed to meeting the educational needs of every student with great schools in every neighborhood. Our goal is to provide every child in Denver with rigorous, enriching educational opportunities from preschool through high school graduation. DPS is comprised of nearly 200 schools including traditional, magnet, charter and alternative pathways schools, with an enrollment of more than 90,000 students.
DPS has become the fastest-growing school district in the country in terms of enrollment and the fastest-growing large school district in the state in terms of student academic growth. Learn more at dpsk12.org.