Technical Support I

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Technical Support I

Salary

$4,095.00 - $4,845.00 Monthly

Location

Denver Metro, CO

Job Type

Full Time

Job Number

JCA-STIT-042624

Department

Office of the State Public Defender

Opening Date

04/26/2024

Closing Date

5/8/2024 11:59 PM Mountain

FLSA

Determined by Position

Primary Physical Work Address

1300 Broadway, Suite 400 Denver, CO 80203

Department Contact Information

Paige Milosevic Paige.Milosevic@coloradodefenders.us

Type of Announcement

This announcement is not governed by the selection processes of the classified personnel system. Applications will be considered from residents and non-residents of Colorado.

How To Apply

Please submit an online application for this position at https://www.governmentjobs.com/careers/colorado. Reach out to the Department Contact to apply using a paper application, including any supplemental questions. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed.

• Description

• Benefits

Department Information

Colorado’s Office of the State Public Defender (OSPD) maintains a reputation as one of the top organizations in the nation specializing in the delivery of indigent criminal defense. We operate as an independent agency within the Judicial Branch of Colorado State Government with nearly 1,000 dedicated employees assigned to twenty-one Regional Trial Offices, a centralized Appellate Division, and a centralized Administrative Office. The mission of OSPD is to defend and protect the rights, liberties and dignity of those accused of crimes who cannot afford to retain counsel. We do so by providing constitutionally and statutorily mandated representation that is effective, zealous, inspired and compassionate.

We seek to hire professionals who are dedicated to furthering our mission and demonstrate compassion in their service to our clients. We are a fast-paced, team-oriented environment, where self-motivation and a personal commitment to high performance are important attributes for success.

Description of Job

HOW TO APPLY

Please email yourresume and cover letter to:

Jaedon Carruth, atJaedon.Carruth@coloradodefenders.us no later thanMay 8, 2024 at 11:59 p.m.(Mountain Time). Your credentials should address how your skills and experience meet the qualifications for the position; and, your cover letter should highlight your interest in this position and working for the Office of the State Public Defender.

(Please note: Only candidates selected for interviews will be contacted.)

BENEFITS OF WORKING FOR OSPD:

• 6 Health Plans- Cigna & Kaiser

• Basic Vision Insurance - included with medical plans

• Dental Insurance

• State Paid Life Insurance

• State Paid Short-Term Disability

• FSA – Healthcare and Dependent Care

• HSA Plan with Employer Contribution

• Generous Paid Time Off

• 11 paid holidays

• Access to Mental Health and Well-Being Resources

• Colorado PERA

• 401(k) and 457 Supplemental Retirement Plans

For more information on benefits please visit https://dhr.colorado.gov/state-employees/state-of-colorado-employee-benefits. For additional information on PERA visit www.copera.org.

Additional information about the Office of the Colorado State Public Defender can be found at:http://www.coloradodefenders.us/

Description of Job:

This class describes the first-level technician in the information technology series responsible for providing technical assistance and end-user support in a remote helpdesk environment. Positions at this level must be capable of performing a range of basic technical support duties and problem-solving related to computer operating systems, software, hardware, networks, desktops, peripheral equipment and devices. Work is generally performed using standard techniques, procedures and methods in a helpdesk environment; however, requires the application of judgment in the diagnosis and troubleshooting of various routine to moderately complex problems.

Duties and Responsibilities:

(Employees must be able to perform the essential functions of the job with or without reasonable accommodation)

Typical duties and responsibilities include, but are not limited to:

• Serves as a first point of contact for all helpdesk requests submitted via phone and e-mail. Asks questions and gathers information from users to diagnose and prioritize problems. Opens tickets and documents in the helpdesk tracking system.

• Provides first-level technical assistance and end-user support in a remote helpdesk environment. Performs research, analysis, troubleshooting and resolution of a variety of routine to moderately complex issues related to computer operating systems, hardware, software applications, e-mail and internet browser access, desktops and peripheral equipment.

• Escalates unresolved problems to second or third-level technical support with the appropriate permissions. Documents staff assignments and ticket status in the helpdesk tracking system.

• Maintains communication with the end-users on issues reported to the IT Helpdesk and conducts follow-up as needed to ensure resolution at the first-level of technical support. Closes tickets as problems are resolved.

• Works with vendors for services and repairs in accordance with service agreements and IT policy and procedures. Keeps manager informed of potential costs and timelines for services.

• Participates in the IT department’s planning and implementation of projects for the agency.

• Performs other related duties as needed such as, assisting in the installation of desktop and workstation software, hardware and peripheral equipment.

• Attends meetings and trainings as required.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Education and Experience:

• Associate’s degree in computer science or a related field and one year technical support experience in a helpdesk or similar customer-oriented IT service environment.

• Experience which provided the same kind, amount, and level of knowledge acquired in the required education may be substituted on a year-for-year basis for the required degree.

Knowledge:

• Knowledge of computer operating systems, networks and software applications;

• Knowledge of standard software applications such as, Microsoft Office, internet browsers, e-mail and Adobe Acrobat.

Skills:

• Customer service skills to assist users with computer software or hardware issues in a prompt, courteous and professional manner;

• Effective listening skills to understand and document technical problems;

• Accuracy in documenting and reporting technical information;

• Ability to interpret and apply IT operational policies and procedures;

• Reading and interpreting technical manuals;

• Assessing problems and researching solutions related to hardware platforms, networks, applications and operating systems;

• Effective communication, verbal and written, to convey technical information to a non-technical audience;

• Organizing one’s own work and prioritizing tasks to meet deadlines;

• Strong interpersonal skills to establish positive, productive and respectful working relationships with staff and colleagues.

Physical Requirements:

Positions in this class typically require: talking, hearing, seeing; reaching with hands and arms; using hands and fingers; and, using electronic devices such as computers. Vision required includes: near acuity, depth perception, and ability to adjust focus.

Light Work: Exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Physical demands are in excess of those of sedentary work. Light work usually requires walking or standing to a significant degree. Ability to sit for extended periods of time.

Supplemental Information

NON-DISCRIMINATION

The Office of the Colorado State Public Defender provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, gender, age, sexual orientation, gender identity, religion, disability, marital status or other protected status, in accordance with applicable federal, state and local laws. Consistent with this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including the application and selection process. If you have a disability and require reasonable accommodation, please contact Katey Tarkington at, katey.tarkington@coloradodefenders.us .

Please note that each agency's contact information is different; therefore, we encourage all applicants to view the full, official job announcement which includes contact information and class title. Select the job you wish to view, then click on the "Print" icon.

Agency

State of Colorado

Address

See the full announcement by clicking

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Website

https://careers.colorado.gov/

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