Job DetailsJob LocationDenver - Denver, COPosition TypeFull TimeSalary Range$65000.00 - $77000.00 SalaryDescriptionpositionIT Help Desk Technician IIdivision/departmentInformation Technology / IT OperationsclassificationNon-Exemptnature of positionThe 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 1/2 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
- Associate's 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 usedTelephone, computer hardware equipment, multifunction printersworking environmentThe 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 statementThis 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$65,000- $77,000 + 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 applyExternal candidates: Please submit your resume online at www.chfainfo.com/careers - 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.###.####, TDD/TTY 303.###.####, CHFA 1981 Blake Street, Denver CO 80202-1272, available weekdays 8:00 a.m. to 5:00 p.m. #LI-DNI