Senior Service Desk Technician

Salary Range:                               $67,600 - $91,300 Annually

Anticipated Hiring Range:       $67,300 - $79,500 Annually

Why do I see two salary ranges?

The City of Greeley in compliance with Colorado state law, includes a salary range for all positions posted.  This law is intended to improve wage transparency.  The City of Greeley, in support of wage transparency, posts both the full salary range for each position (what you might anticipate your earnings could be if you work for the City of Greeley for some time), as well as the anticipated hiring range (the range within which the City anticipates making an offer).  The actual offer extended will be based on your years of relevant experience, education, certifications and potentially other factors.  

City of Greeley's Total Rewards

The City of Greeley is proud to offer a robust benefits package in addition to your wages.  This package includes health and wellness, retirement savings, discounted access to Greeley facilities and more. 

Benefits: This position is benefits eligible. Please view our benefits guide here. 

Job Summary:

The City of Greeley is seeking a Senior Service Desk Technician to join the Technician Services division of the Information Technology Department reporting to the Client Services Manager.  The Senior Service Desk Technician supports the City of Greeley users and Service Desk Technician I as it relates to Active Directory, User Permissions, File Permissions, Exchange issues, and escalated Tier I issues.  This Senior Tech will troubleshoot escalated hardware and software issues and will assist the Technical Services Manager with service desk coverage scheduling, manage the unassigned ticket que, and ensure emergency tickets are responded to in a timely manner.  

Experience, Knowledge, Skills:

Minimum Requirements

• Bachelor’s degree gained through a four-year college/university academic program or specialized technical training or certification of equivalent length
• At least four (4) years of relevant experience in IT
• At this level, knowledge has been supplemented by substantial work experience or enhanced by additional schooling in a specialized field in order to meet job requirements
• Expertise founded on wide experience in a discipline or field requiring comprehensive understanding of a combination of involved practices, precedents, facts and conditions, or in a broad group of business systems
• Knowledge and experience with Microsoft - Server OS, Active Directory, DNS, DHCP, Group Policy, Desktop OS (Windows 10 and 11), Remote Desktop applications, Microsoft Exchange Server, M365 required
• Valid driver's license.

OR

• A combination of related education, experience, certifications, or licensure that will result in a candidate successfully performing the essential functions of the job may be considered by the hiring authority.

Preferred

• Bachelor's degree in Information Technology or a closely related field
• Experience with various other applications including but not limited to Proofpoint, Power Shell, Desktop Central, Airwatch, DataworX, Windows Defender, Intune, TDX preferred.

Knowledge, Skills, and Abilities:

• Knowledge of information technology service management (ITSM) principles and best practices.
• Knowledge and skill using Microsoft:  Server OS, Active Directory, DNS, DHCP, Group Policy, Desktop, OS remote desktop applications, and Microsoft Exchange Server hardware.
• Knowledge of applications including SANS Cybersecurity, Proofpoint, Veeam Backup, Nimble, AirWatch, DataworX, TrendMicro, and Tenable.
• Knowledge of customer service principles and best practices, including customer needs assessments, meeting quality service standards, and evaluating customer satisfaction.
• Interpersonal skills, including the ability to facilitate interaction, communication, and teamwork between others
• Ability to prioritize work, meet deadlines, and stay on task when completing special projects and daily assignments.
• Ability to manage competing priorities with frequent interruptions and an expected high level of accuracy in work is expected.
• Ability to self-start and take initiative in completing daily tasks and special projects.
• Oral, written, and listening communication skills, including the ability to accurately interpret what others are saying and convey messages, informatio