Information Technology Help Desk Technician

As an IT Help Desk technician on the City of Durango’s Information Technology (IT) team, you’ll support employees across all City departments by providing first-line technical assistance. You’ll troubleshoot hardware and software issues and help employees use technology tools to do their work. In this role, you’ll collaborate closely with IT Applications, Network, and other IT team members to resolve issues and improve services.

City of Durango’s Trail to Excellence

The City of Durango is a purpose-driven organization with more than 400 full-time and 300 part-time and seasonal employees across 15 departments, all working together to provide a wide range of services that keep our community running every day. From public safety and utilities to parks and recreation, our team is dedicated to delivering high-quality services that enhance the lives of all who live, work, and visit here.

At the city, we focus on continually improving how we work and serve the community. This effort is called the Trail to Excellence (T2E), and every employee plays a part in it. Whether you work outdoors, in an office, or lead a team, your daily efforts connect to the city’s mission of providing excellent service and reaching the city’s vision of being a multigenerational community that is authentic, diverse, engaged, thriving, and environmentally responsible. The full details of this vision are outlined in the city’s strategic plan.

As a member of our team, your work will be meaningful because:

• Your ideas help shape citywide improvements.
• The work you do ties directly into measurable goals.
• You'll be part of a system that values collaboration, innovation, and results.

We're looking for team members who share our core values of teamwork, dependability, professionalism, service, respect, innovation, and wellbeing — and who are excited to make a difference in the community we serve.

What You’ll Do in This Role:

• Provide on-site and remote technical support to City employees, prioritizing high-quality customer service while troubleshooting and resolving hardware, software, and peripheral issues.
• Install, maintain, repair, replace, and upgrade end-user equipment, including desktops, laptops, MacBooks, mobile devices, printers, scanners, IP phones, conferencing systems, and point-of-sale equipment.
• Serve as a primary user of the City’s Support Desk application, managing and documenting service requests and incidents.
• Use System Center Configuration Manager (SCCM) and Intune Mobile Device Management (MDM) to assist with application deployment, device patching, and remote client support.
• Assist with network infrastructure installation, maintenance, and configuration under the guidance of the Network Engineer.
• Maintain accurate inventory records of IT hardware assets, including computers, mobile devices, and network equipment.
• Collaborate with users to assess system needs, test hardware and software compatibility, and maintain endpoint security and virus protection.
• Coordinate IT activities with City departments and provide training to staff on operating systems, desktop utilities, and office applications.
• Research, evaluate, and recommend improvements to systems, tools, and processes; work with vendors and suppliers as needed.
• Assist with long-term planning for end-user hardware needs and participate in budget preparation and recommendations.
• Stay current on trends and innovations in computer systems, mobile devices, and information technology best practices.

You Have:

• An associate's degree with coursework in electronics, telecommunications, management information systems, computer science, or a related field.
• Two years of experience in desktop, laptop, and tablet systems support.
• System Center Configuration Manager (SCCM) or other remote desktop experience preferred.
• CompTIA A+ certification preferred.

You Will Succeed in This Role If You:

• Enjoy helping others solve technology problems and providing responsive, customer-focused support.
• Are comfortable supporting a wide variety of devices, systems, and users across different departments.
• Communicate clearly and can explain technical concepts in a user-friendly way.
• Work well as part of a collaborative IT team and adapt to changing priorities.

What We Can Offer You:

• Comprehensive medical, dental, and vision insurance.
• Ample personal time off (PTO) and 11 paid holidays.
• 401(a) retirement plan and optional deferred compensation plan.
• Basic life insurance and accidental death & dismemberment (AD&D) coverage.
• Long-term disability coverage.
• Paid Family and Medical Leave (FMLA).
• Access to Employee Assistance Program (EAP).
• Free access to the Durango Community Recreation Center and Chapman Hill Ice Rink & Ski Area.
• Holistic Employee Wellness Program, addressing physical, mental, financial, and professional well-being.
• Free transit pass and family member discounts.
• Reimbursement for job-related classes to foster continuous learning.
• Sixteen hours of volunteer time off per year to support local non-profit organizations.