IT Help Desk Technician

WHO WE ARE

The Office of the Attorney General/Department of Law is the "People's Lawyer". The Attorney General, Phil Weiser, was elected by the people of Colorado and is the State's chief lawyer and law enforcement official. Our vision for the Department of Law 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 being principled public servants who are innovative and better together.

Visit our website to learn more: https://coag.gov/.This position is open only to Colorado state residents.

ABOUT THE UNIT

The Information Technology (IT) Unit provides user-friendly, reliable office automation, legal research, and information management so that the department can represent the client agencies and the State of Colorado in legal matters as competently and economically as possible. The Unit provides system design, programming, implementation, training, and technical assistance while maintaining confidentiality, integrity and security in all systems operated by the unit.


WHAT YOU WILL DO

Primary duties include but are not limited to the following:

The IT Help Desk Technician (IT Support Services II) provides first level of technical support to end-users experiencing IT-related issues. This position is responsible for troubleshooting basic problems or tasks, such as password resets, software installations, network connectivity issues, hardware malfunctions, and diagnosing problems, resolving common issues, and escalating more complex problems to higher support levels (Tier 2 or Tier 3) under the direction of the unit manager and based on department procedures. The IT Help Desk Technician is the first point of contact for the Department of Law’s users, customers or employees seeking.  Key responsibilities include answering and resolving basic technical support requests (via phone, email, chat, or ticket system); providing guidance on common IT issues (e.g., password resets, software installations); documenting incidents and solutions in a ticketing system; escalating unresolved issues to higher-tier support teams; media editing support; and maintaining a high level of customer service and communication with users.  This position supports a broad variety of hardware and software used in the unit, while assisting with the day-to-day requests for help from the end users. The IT Help Desk Technician ensures swift, efficient problem resolution while maintaining customer satisfaction.


Salary note: Although a salary range is listed, salary will be set commensurate with the successful candidate's qualifications and in compliance with the Equal Pay for Equal Work Act.

This job posting may be used to fill other positions in the Administration section at the DOL.WHAT WE ARE LOOKING FOR
Minimum Qualifications: Please document all relevant experience in detail on your application. Experience will not be inferred or assumed. Any part-time experience listed will be prorated. 

Experience only:

• One year of professional experience providing computer related technical support as the main function of your job. This experience must include servicing hardware and software. 

OR
Education and Experience: 

• Combination of related education, certification or professional experience providing computer related technical support as the main function of your job equals to one year. 

Note: Candidates possessing a foreign degree must submit a translation (evaluation) of their degree from an accredited institution, such as The National Association of Credential Evaluations Services in order to be given credit for the degree.
 
Required Competencies

• Excellent customer service and communication skills
• Versatile, flexible and willing to work in an environment with rapidly changing priorities
• Strong attention to detail in order to keep detailed notes on tickets
• Ability to diagnose and resolve basic computer technical issues
• Ability to effectively work on a dynamic team and work with other diverse teams

Preferred Qualifications: In addition to the minimum qualifications, if you possess any of the following specifically include the details on your application, as this information will be used to assess your qualifications and may be used to determine a top group of applicants.  

• CompTIA A certification
• Knowledge of ITIL v3
• Experience using multimedia conversion software in a professional setting
• Knowledge of Windows Active Directory
• Advanced knowledge and experience using Microsoft Office
• Knowledge and experience using Adobe Acrobat Professional

Conditions of Employment: 

• Applicants must pass a thorough background investigation prior to appointment. 
• This position will work primarily in the office 
• Colorado Department of Law participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.  

 
HOW TO APPLY
Required Application Materials: 

• A completed State of Colorado Application, applicants are responsible for ensuring that the application provided is fully completed and clearly describes their education, training and experience as it relates to this position.  Applications left blank or marked “See Resume” will not be considered.
• Resume, provide an updated and current resume.
• Cover letter, tell us about your experience, skills, qualifications and what interest you about this position.

Veteran’s Preference: In order to be considered for veteran’s preference you must attach a copy of your DD214 forms as well as any documentation required to prove disability or marital status.
 
Your application will be reviewed by a qualified Human Resources Specialist to determine if you meet the minimum qualifications for this position. If your application does not demonstrate that you meet the minimum requirements, you will be notified that you will not proceed in the selection process for this position. If your application is rejected and you have questions, you may contact Mercedes Chansisourath at mercedes.chansisourath@coag.gov.

Assessment Information:
Colorado Revised Statutes require that all state employees be hired and promoted through comparative analysis of merit and fitness. Upon meeting the minimum qualifications, the next phase of the process is typically a structured application/resume review by a panel of subject matter experts against the job duties and/or preferred qualifications in this job announcement to determine technical competence, depth and breadth of experience and potential job fit.  

• Technical Competence – Technical experience as it relates to the duties outlined in this job announcement. 
• Depth and Breadth of Experience – Experience that covers multiple areas outlined in this job announcement and demonstrates the level of responsibility assigned. 
• Job Fit – Experience will be evaluated to determine how well experience aligns with and meets the business needs of this position.  Current experience is preferred. 

It is imperative that the “Work Experience” section of your application is complete and specifically addresses your qualifications, experience, work product, and accomplishments as they relate to the Description of the Job, Minimum Qualifications, and Preferred Qualifications as listed above. Failure to include adequate information or follow instructions by the closing date may result in your application not being accepted and/or may affect your inclusion in the final pool of eligible applicants as the materials may be used to identify a top group for additional assessment or establish an eligible list for referral to the hiring manager for final consideration.
 
Appeal Rights: 
 
If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.
 
An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email, US Mail, faxed or hand delivered within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.
 
For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board go to spb.colorado.gov or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.WHY WORK FOR US
 
We Embrace Flexibility
We aim to produce outstanding work product for all of our customers
 
We Are Committed to Diversity, Equity and Inclusion
At the DOL, our commitment to DEI is thriving. We know that we are better together when our differences are valued and everyone is inspired and empowered to contribute. As such, we strive to provide a safe environment where individuals feel valued and respected for who they are; demonstrate a behavior and mindset where differences are welcomed, and individuals are treated equally and empowered to do their best work; and promote growth and innovation through a diverse workforce. We empower an active Diversity Equity & Inclusion Impact Team that creates approaches to ensure safe spaces and a culture supportive of people being their authentic selves, hosts events and programs on DEI areas important to our employees, enables development and sustainability of resource groups that give a voice to historically marginalized populations, focuses on retaining our incredible talent, and more!  If your professional goals include promoting growth and innovation with colleagues who recognize that we are better together when our differences are valued and respected, then DOL is your place to be! 
 
We Have Strong Core Values
Our core values drive our actions. At the Department of Law, we are: 1) principled, maintaining the highest ethical standards, rigorous legal analysis, and careful evaluation of facts; 2) public servants, who are always ensuring our work is not about us, but instead is about the people of Colorado; 3) innovative, by seeking to identify the best approach, make deliberate decisions, and look to improve; and 4) "better together," by working to support each other and collaborate.
 
We are Committed to Developing our Employees
We are deeply invested in our talent and regularly provide meaningful opportunities for personal and professional growth through training and coaching. Further, our professional development and performance goal setting process is collaborative and ongoing, and aimed at helping our employees grow and succeed.
 
We Offer Excellent Benefits
In addition to the comprehensive State of Colorado benefits package including competitive medical and dental health plans, employer-paid life insurance, paid holidays, retirement plans with Colorado PERA, and vacation and sick leave earned each month, there are many other unique benefits that we offer, including:

• Medical and dental health plans
• Employer-paid life insurance
• Paid vacation and sick leave earned each month
• 10 paid holidays per year
• Public Service Loan Forgiveness – A borrower may qualify for forgiveness by making 120 on-time payments while employed full-time in public service, if they have certain kinds of federal loans in a qualifying repayment plan
• Free access to an on-site fitness center
• Strong, flexible retirement benefits including 401K and 457 plans
• Distinctive career advancement opportunities throughout the State personnel system
• Excellent work-life programs, such as flexible work schedules, professional development opportunities, and an employee discount program

To learn more about our benefits visit: https://www.colorado.gov/dhr/benefits.
 
The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.
 
The Department of Law is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Julie Christopher, at Julie.Christopher@coag.gov or call 720-508-6511.

Salary : $49,824 - $64,704