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IT Support Technician III
- State of Colorado (Denver, CO)
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IT Support Technician III
Print (https://www.governmentjobs.com/careers/colorado/jobs/newprint/5013690)
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IT Support Technician III
Salary
$72,423.12 - $75,410.52 Annually
Location
Denver Metro, CO
Job Type
Full Time
Job Number
07212025755
Department
Colorado Department of Higher Education
Opening Date
07/22/2025
Closing Date
8/5/2025 11:59 PM Mountain
FLSA
Determined by Position
Primary Physical Work Address
1600 Broadway, Denver, CO 80202
Hiring Pay Rate
$72,423.11 - $75,410.54
FLSA Status
Exempt; position is not eligible for overtime compensation.
Department Contact Information
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
+ Questions
Department Information
Under general supervision , t he IT Support Technician I I I is a tier 3 position that assists the IT Systems Administrator II and the IT Director in providing secure and reliable end-user experience in a hybrid work environment within the Colorado Department of Higher Education (CDHE) . IT Support Technician II performs a variety of duties .
S upervision E xercised
This position does not supervise any employees.
Description of Job
This intermediate level position is responsible for independently performing all the following tasks in addition to other duties as assigned:
+ Manage and maintain local computing infrastructure and devices within the CDHE infrastructure and the hybrid environment .
+ Work closely with internal IT team members , CDHE staff , and third-party vendors to provid e responsive and timely end-user customer support.
+ Educates end-users using communication skills that are appropriate and professional.
+ Responds, communicates, and applies CDHE policies and procedures verbally and through documentation.
+ Responsible for all aspects of problem diagnosis, communication, and break/fix solutions by CDHE policies and procedures.
+ Performs installation, configuration , and troubleshooting of standard user for desktop and laptop computing hardware, mobile devices, printers, and peripheral devices per CDHE standards and procedures.
+ Coordinates and/or migrates customer data/information from decommissioned devices to new equipment.
+ Maintains the department ’s IT inventory system by keeping up-to-date and accurate records of serialized asset information.
+ Maintains and updates user account information and group permissions.
+ Corresponds with users and staff regarding issue status, resolution, and task completion , with minimal need for escalation.
+ Ensures endpoint devices are functioning correctly , including maintenance, upgrades, and replacements as needed.
+ Troubleshoot intermediate to advanced LAN/WAN connectivity for all networked devices. Coordinates troubleshooting efforts with appropriate CDHE IT staff and informs CDHE staff of the resolution status.
+ May install, configure, test, maintain , monitor, and troubleshoot associated end-user workstation software and networking software products as required .
+ Assist CDHE staff with soft phone solution s .
+ Assist and lead hardware and software rollouts, special projects, and testing within specified deadlines.
+ Collaborate with software engineers and business analysts to test, troubleshoot, and validate new software programs and applications.
+ Assists with security needs and data recovery, including virus and spam removal for end users; uses decryption codes and necessary files to support hard drive troubleshooting and data recovery as ne eded .
+ Promptly r eports security issues and breaches to supervisors within CDHE and the Director of IT as necessary.
+ Works with vendors to determine warranty or repair status.
+ Monitors and supports service desk incidents and requests. Verifying issues are handled promptly . ? Assists with ticket escalation and complex situations.
+ Assisting with troubleshooting CDHE IT systems/infrastructure and computer root cause by working with other technical services team members.
+ Attend meetings as required .
+ Computer troubleshooting in a hybrid office environment that includes desktop/portable and remote devices, all peripheral devices, application and enterprise system
+ Troubleshooting all computer hardware and software issues
+ Perform computer repairs
+ Installation and configuration of standard business software
+ Employee Onboarding and Offboarding including user account creation and terminations, device imaging and deployment, and decommissioning of resources.
+ Maintains and improves our existing network and server infrastructure
+ Leverages new and emerging technology
+ Implement best practices at all levels of Department IT operations
+ Demonstrate a high level of independent decision-making abilities when:
+ Dealing directly with end users
+ Monitoring our internal systems
+ Remediating security alerts
+ Providing advanced troubleshooting assistance to other IT staff members
+ Foster good communication between the IT department, CDHE staff, CDHE leadership, third party external vendor and partners
+ Initiates process improvements to maximize operational efficiency
+ Supports a variety of advanced projects and tasks
+ Other duties as assigned.
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
The duties listed below reflect the different types of work that may be performed. The omission of any specific duty will not prevent the assignment of work that is appropriately related to this position.
+ Customer Service / Ticketing System Administration
+ Respond to all tickets or assign to the appropriate member of CDHE IT
+ Monitor all tickets to ensure that they are being actively worked on, updated, or to follow-up with vendor, end user, or CDHE IT staff
+ Make customer experience improvements to the ticketing system based on end user feedback, best practices, and the best use of the tools available
+ Cloud-Based Administration
+ Microsoft 365
+ Soft phone solution
+ Secure file sharing
+ Collaboration software
+ Video Conferencing
+ Recommend improvement opportunities
+ On-Premises Administration
+ Administration of physical and virtualized server infrastructure:
+ Address system outages and break - fix issues
+ Monitor patching compliance and remediate unpatched systems
+ Endpoint Configuration
+ Image, setup, and deploy endpoints to users
+ Provide onboarding guidance to new staff
+ Hybrid Administration
+ Administration of on-site and remote endpoints:
+ Address system outages and break - fix issues
+ Monitor patching compliance and remediate unpatched systems
+ Provide remote customer support:
+ Customer service soft skills
+ Ability to utilize remote support tools
+ Network Administration
+ Administration of physical network infrastructure:
+ Address system outages and break - fix issues
+ Monitoring traffic for potential threats
+ Cybersecurity Administration
+ Remediation of issues identified from system compliance checks and alerts
+ Escalate and r eport issues to tier 3 support staff as needed
Q ualifications
Education and Experience
Any combination of experience and education that would likely provide the required knowledge and abilities is qualifying . A typical way to obtain the knowledge and abilities would be:
Education:
Associate degree from an accredited university or college in computer science, computer information systems, or a related field of study.
Experience:
+ Four years of professional computer/IT technical support experience.
License s and Certifications:
+ A v alid Colorado driver’s license and compliance with all driving requirements for state vehicle s are required throughout the term of employment .
Preferred Qualifications
Education:
Bachelor’s degree from an accredited university or college in computer science, computer information systems, or a related field of study.
Experience:
+ Six years of professional computer/IT technical support experience.
Licenses and Certifications:
+ A v alid Colorado driver’s license and compliance with all requirements for driving a state vehicle are required throughout the term of employment .
Knowledge of:
Hardware Knowledge
+ PC Components: Motherboards, CPUs, RAM, hard drives (HDD/SSD), power supplies, etc.
+ Peripherals: Printers, monitors, keyboards, and scanners
+ Mobile Devices; Smartphones, tablets, and their basic troubleshooting
+ Hardware Troubleshooting: Diagnosing and replacing faulty components
Software & Operating Systems
+ Operating Systems:
+ Windows ( esp. , Windows 11, service 2016-2022
+ Linux basics
+ Software Installation & Configuration: Office suites, antivirus, browsers , and business applications
+ System Imaging & Deployment; Using tools like KACE SDA , MDT, or SCCM
Networking Fundamentals
+ Networking Basics: IP addressing, DNS, DHCP, Subnetting
+ Network Devices: Routers, switches, modems, access points
+ Wi-Fi Set up and Troubleshooting
+ Cabling & Connectivity: Ethernet, fiber, and structured cabling standards
Ability to:
+ Work effectively in both independent and team situations
+ Work in an environment with a degree of ambiguity
+ Manage sensitive issues and confidential information
+ Think critically and apply reasoning and analysis
+ Take the initiative to solve problems in an innovative manner
+ Communicate effectively, both written and verbally
+ Employ attention to technical detail and accuracy
+ Apply time management skills to prioritize work
+ Establish and maintain relationships with {internal/external} stakeholders
Supplemental Information
The physical and mental standards described here are representative of those that must typically be met by employees to perform the essential functions of this class successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
+ Frequently sit/stand at a desk for extended periods of time
+ Frequently move from one area/building to another and sit/stand during the course of a day/week/month for meetings
+ Occasionally may push or pull an object
+ Frequently use finger dexterity and operate a keyboard
+ Regularly lift 10 pounds and occasionally lift 40 pounds
+ Frequently use vision to read documents, view computer screens, and see close and distant objects
+ Frequently use speech and hearing to engage in conversation, in person, and over the telephone
If you have a disability and require a reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquires to [email protected]
T ypical W orking C onditions
+ The employee typically works in a standard office environment where the noise level is moderate, and the office has controlled temperatures. Works a 40-hour work week, either remotely, hybrid , or in-office, depending on the arrangement met during employment with the supervisor during normal office hours of Monday– Friday 8:00 am – 5:00 pm.
+ Job duties may occasionally require working extended hours or hours outside of the regular schedule.
N otice
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. The duties, expectations, and actions listed for this role may change at any time with or without notice.
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 Colorado Department of Higher Education is committed to the full inclusion of 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 for or interviewing for this position, please direct your inquiries to our Human Resource Director at [email protected] or call 720.264.8575.
The State of Colorado offers permanent employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: www.colorado.gov/pacific/dhr/benefits
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.
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State of Colorado
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