Technical Support, Help Desk

Technical Support, Help Desk

Salary: $4,218.00 - $5,090.00 Monthly

Location: Denver, CO

Job Type: Full Time

Department: Office of the State Public Defender

Opening Date: 08/18/2025

Closing Date: 8/21/2025 11:59 PM Mountain

About the Office of the State Public Defender

Colorado's Office of the State Public Defender (OSPD) maintains a reputation as one of the top organizations in the nation specializing in the delivery of indigent criminal defense. We operate as an independent agency within the Judicial Branch of Colorado State Government with nearly 1,000 dedicated employees assigned to twenty-one Regional Trial Offices, a centralized Appellate Division, and a centralized Administrative Office. The mission of OSPD is to defend and protect the rights, liberties and dignity of those accused of crimes who cannot afford to retain counsel. We seek to hire professionals who are dedicated to furthering our mission and demonstrate compassion in their service to our clients. We are a fast paced, team-oriented environment, where self-motivation and a personal commitment to high performance are important attributes for success.

How to Apply

Please email your resume and cover letter to Jaedon Carruth, IT Technical Support Coordinator, jaedon.carruth@coloradodefenders.us no later than August 21, 2025 11:59 p.m. (Mountain Time). Your credentials should address how your skills and experience meet the qualifications for the position; and, your cover letter should highlight your interest in this position and working for the Office of the State Public Defender. Resumes must include dates of employment but, you may redact or remove any information that will identify your age, date of birth or dates of attendance at or graduation from an educational institution (Please note: Only candidates selected for interviews will be contacted.)

Benefits of Working for OSPD

6 Health Plans- Cigna & Kaiser options

Basic Vision Insurance - included with medical plans

Dental Insurance

State Paid Life Insurance

State Paid Short-Term Disability

FSA – Healthcare and Dependent Care

HSA Plan with Employer Contribution

Generous Paid Time Off

11 paid holidays

Access to Mental Health and Well-Being Resources

Colorado PERA

401(k) and 457 Supplemental Retirement Plans

Description of Job

This class describes the entry-level technician in the information technology series responsible for providing technical assistance and end-user support in a remote helpdesk environment. Positions at this level must be capable of performing a range of basic technical support duties and problem-solving related to computer operating systems, software, hardware, networks, phone systems, desktops, peripheral equipment and devices. Work is generally performed using standard techniques, procedures and methods in a helpdesk environment; however, requires the application of judgment in the diagnosis and troubleshooting of various routine to moderately complex problems.

Essential Duties and Responsibilities

Serves as a first point of contact for all helpdesk requests submitted via phone and e-mail, and via walk-ups when in the office. Asks questions and gathers information from users to diagnose and prioritize problems. Opens tickets and completes documentation in the helpdesk tracking system.

Provides first-level technical assistance and end-user support in primarily a remote helpdesk environment, with rotating in-office meeting/training room setup support. Performs research, analysis, troubleshooting and resolution of a variety of routine to moderately complex issues related to computer operating systems, hardware, software applications, e-mail and internet browser access, phone systems, desktops and peripheral and audio-visual equipment.

Escalates multi-user reported issues and unresolved problems to second or third-level technical support with the appropriate permissions. Documents staff assignments and ticket status in the helpdesk tracking system.

Maintains communication with the end-users on issues reported to the IT Helpdesk and conducts follow-up as needed to ensure resolution at the first-level of technical support. Closes tickets as problems are resolved.

Works with vendors for services and repairs in accordance with service agreements and IT policy and procedures. Keeps manager informed of potential costs and timelines for services.

Participates in the IT department's planning and implementation of projects for the agency.

Performs all duties to ensure compliance with applicable laws and practices to promote diversity, equity, and inclusion.

Performs other duties as assigned.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Education and Experience: Associate's degree in computer science or a related field and one year of technical support experience in a helpdesk or similar customer-oriented IT service environment. Equivalent education, training, or experience that demonstrates the knowledge, skills, and competencies required to perform at this level may substitute for the stated minimum qualifications.

Knowledge

Knowledge of computer operating systems, networks and software applications; Knowledge of standard software applications such as, Microsoft Office, internet browsers, e-mail and Adobe Acrobat.

Skills and Abilities

Customer service skills to assist users with computer software or hardware issues in a prompt, courteous and professional manner; Effective listening skills to understand and document technical problems; Accuracy in documenting and reporting technical information; Ability to interpret and apply IT operational policies and procedures; Reading and interpreting technical manuals; Assessing problems and researching solutions related to hardware platforms, networks, applications and operating systems; Effective communication, verbal and written, to convey technical information to a non-technical audience of varying levels; Organizing one's own work and prioritizing tasks to meet deadlines; Strong interpersonal skills to establish positive, productive and respectful working relationships with staff and colleagues. Demonstrates a commitment to diversity, equity, and inclusion.

Non-Discrimination

The Office of the Colorado State Public Defender provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, gender, age, sexual orientation, gender identity, religion, disability, marital status or other protected status, in accordance with applicable federal, state and local laws. Consistent with this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including the application and selection process. If you have a disability and require reasonable accommodation, please contact adarequest@coloradodefenders.us