Desktop Administrator

ABOUT THE POSITION
The Desktop Administrator is a key member of the City s Technical Services Team, providing advanced technical support and managing endpoint devices across all City departments including Police, Fire, Parks, City Council, and more. This position serves as an escalation point for the Technical Support Specialists and is responsible for critical configurations that keep City operations running smoothly. The role involves a dynamic mix of phone-based support, hands-on assistance, and technical project work. No two days are the same. Typical projects include annual hardware refresh cycles, asset inventory management, onboarding new City facilities, and supporting strategic technology initiatives.

ABOUT THE TEAM
The Technical Services Team is a core function within the Information Technology Division, which is part of the Management Services Department. The team consists of seven dedicated professionals: five Technical Support Specialists, one Desktop Administrator, and one Technical Support Supervisor.

We partner closely with City staff to ensure they have reliable technology and timely support to serve the community. Our team thrives on collaboration, continuous improvement, and shared knowledge. We foster a supportive environment that values personal growth, technical excellence, and a strong sense of team.

ABOUT YOU
You are a proactive, adaptable, and tech-savvy professional who takes pride in helping others succeed. You communicate clearly, collaborate effectively, and are energized by solving complex problems. You balance independent troubleshooting with knowing when to engage the team. Experience in mentoring or supervising others, combined with a focus on customer service and innovation, will help you lead by example and contribute meaningfully to our team's success. If you re looking to grow your skills, make a meaningful impact, and be part of a fun and driven group, we d love to hear from you.

Under immediate supervision, the Desktop Administrator performs complex computer systems administration development, and support tasks with a focus on endpoint technologies for the City of Thornton. The Desktop Administrator is expected to perform the full range of work assigned and to work with considerable independence and initiative. Work performed in this class is complex. This position is flexibly staffed to the Systems Administrator I.

(Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics. The list of tasks is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class.)

Analyzes, designs, constructs, documents, tests, monitors, secures and maintains server, network, mobile devices, desktop hardware and operating systems for all City departments.

Develops a variety of complex methodologies and standards and performs a variety of complex project management tasks.

Analyzes and designs complex network and desktop systems; constructs moderately complex server and complex network and desktop systems.

Tests and documents operating procedures; develops training courseware and conducts training classes. Monitors and provides production support for moderately complex server and desktop systems; develops simple to more complex network standards and desktop methodologies.

Serves as an escalation point for the Technical Services team to research, diagnose, troubleshoot and resolve difficult customer issues in an accurate and timely manner. Will be responsible to work with various systems, networks, hardware, and software and follow standard procedures to escalate unresolved issues to appropriate internal departments.

Monitors system performance; identifies, diagnoses and remedies system problems.

Researches, plans, schedules and implements system upgrades and conversions to new technologies.

Researches, tests, and evaluates computer equipment and application products. Interacts with users, vendors and contractors to select appropriate software and equipment.

May serve as liaison between user departments and purchasing in procuring computer equipment or services. May assist in developing purchase specifications.

Performs other duties as assigned.

Education/Experience:

Bachelor's degree in Computer Science or related field from an accredited college or university; three years' moderate to complex experience analyzing, designing, constructing, and maintaining server, network, and desktop systems. Equivalent combinations of education and experience may be considered.

Licensing/Certification Requirements:

The attainment of the CompTIA A+ and Network+ certifications are required within the first year of employment. The attainment of the ITIL Foundations, MCP, and the CompTIA Security+ certifications are preferred.

May need the ability to travel to various locations in a timely manner as the job requires.

Knowledge, Skills and Abilities:

Knowledge of the policies, procedures and goals of the City of Thornton and the department.

Knowledge of hardware products used in municipal government applications.

Knowledge of the general operations of various City departments.

Knowledge of computer records storage, data manipulation, and data base management techniques and practices.

Knowledge of diagnostic methods and techniques for computer hardware and software.

Knowledge of the principles of quality customer service.

Skill in assessing user needs and analyzing and evaluating existing hardware systems for effectiveness and efficiency.

Skill in the design, implementation, and support of Audio-Visual solutions.

Skill in the design, implementation, and support of the Endpoint Manager Software.

Skill in monitoring system performance, identifying, diagnosing, and fixing system problems.

Skill in time management, critical thinking, and problem-solving.

Ability to interpret, understand, and comply with manuals, regulations, standards, and guidelines. Ability to provide step-by-step technical assistance, both written and verbal.

Ability to use standard office equipment, computer equipment and software including word processing, database management, spreadsheet applications and electronic mail.

Ability to listen well and communicate effectively orally and in writing with various audiences.

Ability to establish and maintain effective working relationships with City employees, vendors, consultants and the general public.

Ability to work under pressure and maintain a positive attitude.

Ability to prioritize tasks based on urgency and importance.

Ability to stay motivated for continuous improvement to include learning new skills, technologies, and processes.

Ability and willingness to learn systems administration for the City s video surveillance systems.

Physical and Mental Requirements:

While performing the essential duties of this job, the employee is required to reach, finger, grasp, talk, hear, and make repetitive motions. This position is mostly light work; exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. The employee is required to have close visual acuity.