IT Support Specialist/Senior Specialist

Working for Denver Water offers a rewarding and comprehensive employment experience marked by exceptional benefits and a strong organizational culture. Employees enjoy a robust 401(k) plan with employer contributions, a secure pension fund to support long-term financial well-being, and high-quality benefits that include a generous PTO package as well as medical, dental, and vision coverage. 

At the heart of Denver Water’s workplace are its core values: vision, integrity, passion, excellence, and respect. These principles guide every aspect of the organization, fostering a collaborative and purpose-driven environment where employees are empowered to make a meaningful impact on the community and the future of water sustainability. 

Position Summary 

Under direct supervision, the IT Support Specialist provides first-level support to end users in the development, maintenance, enhancement, implementation and support of specialized business and scientific software applications. Triage all incoming requests and provides first call resolution or escalate requests to appropriate second level support for problem resolution.

At the Senior level, the IT Support Specialist provides high-level support to end users in the development, maintenance, enhancement, implementation, and support of specialized business and scientific software applications. Triage all incoming requests and provides first call resolution or escalate requests to appropriate second level support for problem resolution.   

Essential Duties and Responsibilities 

• Respond to end-user requests for help and resolve requests for services, technology issues, and break/fix issues.
• Relocate computer equipment, phone equipment, and network equipment as required. Coordinates installation with user and technical support.
• Identify opportunities and recommend solutions for improving procurement, management and disposal of IT related hardware.
• Review business requirements against hardware capabilities to ensure the solution provided meets the requirements in a cost-effective manner.
• Audit, review, and maintain all required documentation for installed computer hardware and software, including maintenance records, and system configuration as outlined in IT policies.
• Assist other techs with troubleshooting issues. Log all technology related issues in service desk software. Develop troubleshooting and installation procedures for computer or telecommunications hardware and software.
• Research, evaluate, and recommend technology for upgrades and purchase. Seek out new technology solutions, processes, and procedures.
• Work with section/division to develop desktop hardware/software migrations. Work with section/division on annual desktop technologies budget process.
• Implement operational and technical security controls; and adhering to organizational security policies and procedures.
• Prepare for and perform IT and/or industrial control systems (ICS) cyber incident response as required. • On-call rotation.
• Perform related work as required.

Additionally, the IT Support Sr. Specialist will be responsible for the following:

• Develop, install, upgrade, and maintain Access Control System software, and develop/deploy software.
• Research, configure, install, test, and maintain computer equipment, computer software, network, and communications equipment.
• Coordinate and collaborate with the senior technical staff in the development of technology policies and standards.
• Review business requirements against hardware capabilities to ensure the solution provided meets the requirements in a cost-effective manner.
• Manage vendor relationships to maximize value and costs for the implementation of Audio-Visual systems and/or printer, copier, plotter, scanner, and fax solutions.
• Assist with the division specific coordination and development of computer programming, testing, implementation, system review, and on-going system support.
• Implement operational and technical security controls; and adhering to organizational security policies and procedures.
• Maintain baseline system security according to organizational policies.
• Prepare for and perform IT and/or industrial control systems (ICS) cyber incident response as required.

Education and Experience

• High School Diploma or GED.
• Minimum 1 year of related work experience.
• Minimum 3 years of related work experience. – IT Support Sr. Specialist Only
• Any equivalent combination of certifications, education, or experience that provides the required skills, knowledge, and abilities for the position.

Licenses, Registration, and Certifications

• Must be able to possess and maintain a valid Class ‘R’ Colorado driver’s license and have a satisfactory driving record at time of hire.
• Must complete required HIPAA training within the first 6 months of hire.

The following certifications are preferred but not required (IT Support Sr. Specialist Only):

• Microsoft Specialist in Windows 10 & 11. MCSA Windows 10.
• MCSE: Enterprise Devices and Apps. CompTIA IT Fundamentals.
• CompTIA A+. CompTIA Network+. CompTIA Security+.
• HDI Support Center Analyst. HDI Desktop Support Technician. HDI Technical Support Professional.

Preferred Skills & Competencies

• Problem solving.
• Root cause analysis.
• Organizational.
• Time management.
• Computers and applicable software skills.
• Customer service.
• Troubleshooting.
• Problem solving and analysis.
• Knowledge of computer networking concepts and protocols, and network security methodologies.
• Knowledge of IT system operation, maintenance, and security needed to keep equipment functioning properly.
• Knowledge of the operations and processes for incident, problem, and event management.

An offer of employment may be contingent upon satisfactory results of a post-offer drug test and alcohol. Denver Water tests for the following: amphetamines, cocaine, marijuana (THC), opiates, and phencyclidine (PCP). A strength test may also be conducted due to the physical requirements of the position. This strength test may include lifting, pushing, and pulling various amounts of weight as well as crouching, squatting, and lifting one’s own body weight from various positions. If the position is deemed safety-sensitive or requires a CDL, you will be placed on the random drug and alcohol testing list, which means you may be tested if your name is selected while employed at Denver Water.

Applicants for employment at Denver Water must be authorized to work in the U.S.  Denver Water will not sponsor or take over sponsorship of an employment visa.