Help Desk Technician II
Help Desk Technician II
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$ 65000 - 77000
1 Vacancy
Job Description
Job Details
Description
position
IT Help Desk Technician II
division/department
Information Technology / IT Operations
classification
Non-Exempt
nature of position
The Help Desk Technician II provides front-line technical support and administration for end-user technology systems accounts desktop computers applications mobile devices printers meeting room systems and other related technologies. The role serves as a first point of contact for all user-reported incidents and requests ensuring timely and effective resolutions through ticket creation response routing and escalation.
The technician will be on-site at our office during core business hours (M-F 8-5) to provide Tier I and II support and deliver secure and reliable computing environments to CHFA staff.
Responsibilities also include basic desktop administration tasks and participation in IT projects such as laptop setup software patching network account management and hardware/software installations.
essential functions
Provides technical support to internal users both on-site and remote by diagnosing and resolving basic to moderately complex issues with their computers applications access or other related technologies
Installs configures and repairs desktop operating systems and applications
Sets up and maintains printers scanners and other peripherals
Manages user accounts through their lifecycle
Monitors and helps manage the Help Desk ticket queue to ensure timely responses and resolutions
Use applicable systems and tools to document track and monitor user requests and issues
Troubleshoots desktop performance and connectivity problems and implements resolutions
Proactively maintains meeting room equipment and assists end users with their use
Complies with established department Service Level Agreement (SLA) targets
Manages mobile phone assignments upgrades and deactivations as necessary
Assists in maintaining hardware and software inventory assignments and license compliance
Participate in hardware refresh cycles including imaging deployment and decommissioning of devices.
Provide training and guidance to end users to increase technology adoption efficient use and self-sufficiency
Perform other duties and tasks as directed
Participate in and contribute to all activities and/or projects that directly support CHFA in fulfilling its mission and achieving its vision
knowledge skills and abilities
Exceptional customer service and interpersonal skills both verbal and written
In-depth knowledge of Microsoft Windows desktop operating systems and Office applications
Solid understanding of Active Directory and Entra user and group management
Familiarity with Microsoft 365 and Intune administration and usage
Working knowledge of IT security principles business applications and ITIL-based support processes
Experience with enterprise desktop/laptop hardware setup configuration and troubleshooting
Able to diagnose and resolve a wide range of end-user technical issues and requests
Demonstrated proficiency in at least one specialized technical area relevant to the role
Commitment to continuous learning and adaptability to changing technologies and processes
Ability to exercise personal accountability in all activities and decisions
Ability to establish rapport and collaborate effectively across diverse teams and backgrounds
Ability to manage time effectively prioritize work requests and solve problems independently
Abilities that reflect our values:
Ability to continuously improve and develop knowledge and skills while adapting quickly to changing circumstances and processes
Ability to work towards inclusion in all activities and decisions through the solicitation and appreciation of diverse perspectives
Ability to exercise personal accountability in all activities and decisions
Ability to embrace a culture of operational excellence to ensure processes are continually evaluated and improved as necessary
Ability to operate with a sense of integrity
Ability to have fun with a demonstrated sense of humor
Ability to establish rapport with persons of diverse ethnic racial and cultural backgrounds
experience/education
2-5 years of customer service-focused experience in an enterprise technology support role
Associates degree in a field of study related to the work assignment or relevant industry certifications (A Microsoft Desktop Admin ITIL etc.) considered a plus
equipment used
Telephone computer hardware equipment multifunction printers
working environment
The incumbent in this position will perform the essential functions of the position primarily in an office environment. Must have sight and the ability to use the computer with or without assistive devices. Must be able to lift computers and boxes(up to25 lbs.) and bend and crawl under desks for computer connects and disconnects. This position requires high levels of interaction and collaboration with others.
validation statement
This job description is a general description of essential job functions. It is not intended as an employment contract nor is it intended to describe all duties someone in this position may perform.
hiring range
$65000 $77000 annual bonuses
benefit information
Comprehensive medical dental and vision insurance plans with competitive rates
Generous Paid Time Off including paid volunteer time and leave programs
Please visit our benefits page for additional information
how to apply
External candidates: Please submit your resume online at - Job Opportunities Tab
All applications are strongly encouraged before September 26 2025. This posting is expected to remain open until the position is filled.
With respect to its programs services activities and employment practices Colorado Housing and Finance Authority prohibits unlawful discrimination against applicants or employees on the basis of age 40 years and over race sex sexual orientation gender identity gender expression color religion national origin disability military status genetic information marital status or any other status protected by applicable federal state or local law. Requests for reasonable accommodation the provision of auxiliary aids or any complaints alleging violation of this nondiscrimination policy should be directed to the nondiscrimination coordinator 1.800.877.2432 TDD/TTY 303.297.7305 CHFA 1981 Blake Street Denver CO 80202-1272 available weekdays 8:00 a.m. to 5:00 p.m.
#LI-DNI
Required Experience:
IC
Employment Type
Full-Time
