Colorado Nonprofit Association

IT Technician & Help Desk Coordinator

About Denver Botanic Gardens: Green inside and out, Denver Botanic Gardens was founded in 1951 and is considered one of the top botanical gardens in the United States and a pioneer in water conservation. Accredited by the American Alliance of Museums, The Gardens has a robust living plant collection, natural history collection and art collection along with temporary art exhibitions. The Gardens is a dynamic, 24-acre urban oasis in the heart of the city, offering unforgettable opportunities to flourish with unique garden experiences for the whole family – as well as world-class exhibitions, education, and plant conservation research programs. 

For more information, visit us online at www.botanicgardens.org.

Denver Botanic Gardens is currently seeking a Full Time IT Technician & Help Desk Coordinator in our IT Department! Read below to see if the requirements might be a good fit for you:

Position Summary

The IT Technician & Help Desk Coordinator is responsible for providing technical support, maintaining IT systems, and coordinating help desk operations to ensure efficient and effective IT service delivery at Denver Botanic Gardens. This role involves troubleshooting hardware and software issues, managing the help desk ticketing system, supporting end-users, and assisting with IT infrastructure projects. The position collaborates with various departments to ensure smooth IT operations and provides user training to enhance technical proficiency across the organization.

General Duties and Responsibilities

Help Desk Support

• Serves as the primary point of contact for IT support requests, managing help desk tickets and ensuring timely resolution.
• Troubleshoots and resolves hardware, software, and network issues for employees and stakeholders.
• Provides remote and in-person technical support to end-users, ensuring minimal disruption to business operations.
• Maintains IT asset inventory and track hardware/software allocations.
• Documents and escalate complex issues to senior IT personnel or external vendors when necessary.

IT System Maintenance & Support

• Configures, installs, and maintains computers, printers, and peripheral devices.
• Assists with software installations, updates, and patches across company systems.
• Supports network connectivity issues, Wi-Fi troubleshooting, and basic server administration.
• Monitors system performance and proactively identify potential issues.
• Assists in IT infrastructure projects, including hardware upgrades and system migrations.

User Training & Documentation

• Provides technical guidance and training to employees on common IT systems and security best practices.
• Creates and updates IT documentation, including user manuals and troubleshooting guides.
• Educates users on cybersecurity awareness, safe browsing practices, and data protection.

Help Desk Coordination & Process Improvement

• Monitors and managers help with the desk ticketing system, ensuring service requests are prioritized and addressed efficiently.
• Proactively anticipates technological support for scheduled events and organizational activities.
• Tracks and reports on ticket resolution times, recurring issues, and service improvement opportunities.
• Assists in refining IT support processes to enhance efficiency and end-user satisfaction.
• Collaborates with vendors to ensure timely hardware/software procurement and maintenance.
• Stays updated on emerging IT trends, tools, and security practices.
• Participates in IT enhancement projects, system upgrades, and policy implementation.
• Supports technology for various events, which may include weekends, evening, and early morning coverage.
• Assists with Audio Visual, Videoconferencing support and troubleshooting.
• Expect occasional travel to other garden sites (Chatfield Farms, Plains Conservation Center).
• Supports the mission of the IT team and broader organizational goals.
• Regular attendance at the worksite may be required. As with all positions at Denver Botanic Gardens, the incumbent must be in good performance standing to be eligible for remote work. Remote work is at the discretion of management at all times.
• All Gardens employees must be committed to the mission of connecting people with plants, especially plants from the Rocky Mountain region and similar regions around the world, providing delight and enlightenment to everyone.

Position Qualifications: Knowledge, Skills and Abilities

• Strong troubleshooting skills in hardware, software, network connectivity, and system administration.
• Excellent written and verbal skills to explain technical concepts to non-technical users.
• Ability to manage and prioritize multiple tickets and IT projects effectively.
• Analytical skills to diagnose and resolve IT issues efficiently.
• Strong interpersonal skills with a focus on user satisfaction and service excellence.
• Ability to quickly learn and adapt to new technologies and IT challenges.
• Must have proven excellent customer service, interpersonal, and communication skills in dealing with the public.
• Ability to maintain stability under pressure and able to deal well with stressful situations.
• Ability to be flexible and willing to modify plans when necessary, throughout the day.
• Ability to work a flexible schedule, including evenings, weekends and/or holidays.
• Knowledge of Microsoft Suite products, specifically Word, Excel and Outlook and Teams.  
• Ability to work overtime as necessary.
• Must be a positive representative of the Gardens both internally and externally at all times.
• Must work with respect and cooperation at all times with fellow employees and the public.
• Must be committed to working safely at all times.

Experience/Education:

• Associates degree Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
• Minimum of 2 years of experience in IT support and help desk operations.
• Hands-on experience troubleshooting Windows, MacOS, and mobile devices.
• Familiarity with ticketing systems and IT service management processes.
• Experience managing Active Directory, Office 365, and basic network troubleshooting.
• Experience supporting Audio Visual and videoconferencing systems.
• Knowledge of IT security best practices and software deployment.

Travel:

Up to 10% travel required. Requires the ability to travel to remote locations (or other Garden locations) where environment may vary significantly.