IT 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.

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.

• 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, Mac Books, 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.

• 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.

• 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.

• Comprehensive medical, dental, and vision insurance.
• Ample personal time off…