Job Summary

Service Desk Technician

  • Location:
    Denver , Colorado
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Contract/Temp to Hire
  • Job reference:
    US_EN_6_17417_59459258

 
POSITION SUMMARY:
The Service Desk Technician works with end users to resolve incidents and service requests. S/he applies troubleshooting skills and root cause analysis to identify and isolate technical issues. The Service Desk Technician must be willing to take ownership of the issue analysis and resolution efforts, and commit to 'doing what it takes' to resolve critical issues regardless of the effort or time-frame required. S/he works with external vendors/consultants to diagnose software and hardware problems and drive resolution, resolve errors, and provides timely escalation.
 
DUTIES AND RESPONSIBILITIES:  
•Completes end user tickets within service-level agreement time-frames; leverages the ticketing system
•Focuses primarily on Tier I & II issues
•Deploys new and replacement workstations to staff using cloning and software deployment technologies
•Trains IT staff and end users on new technology and creates written documentation of processes and procedures
•Works with multiple vendors to troubleshoot issues, order products, and research solutions
•Helps maintain 2012 Active Directory, Computers, and User administration
•Configures permissions for employees, contractors and vendors utilizing Active Directory
•Understands and observes internal policies and procedures to ensure compliance with regulatory requirements
•Demonstrates and holds others accountable for the organizational values of:  communication, quality, innovation and collaboration
•Helps manage IT asset inventory and equipment life cycle
•Helps manage VOIP phone system
 
MINIMUM QUALIFICATIONS:
•Associates degree in information technology, computer science or related.  Closely related IT technical support experience may substitute for the degree on a year for year basis.  
•In addition, candidates must have a minimum of 2-year’s prior IT technical customer support experience.
 
PREFERRED QUALIFICATIONS:
•2012 Active Directory
•Experience utilizing help desk ticketing systems
•Experience with VOIP phone systems
•Bachelor’s degree in Computer Science, Information Systems, or related degree is preferred
 
KNOWLEDGE, SKILLS & ABILITIES:
•Detailed knowledge of Windows 10, MS Office 2013/2016
•Basic Networking (TCP/IP, PING, TraceRT, DNS, DHCP)
•Excellent customer service skills
•Strong desktop hardware, software and PC network connectivity troubleshooting skills
•Strong written and verbal communication skills
•Organization and attention to detail is key
•Dependable, self-starter, eager to learn with a strong attention to detail and documentation
•Willing and able to lift and carry computer hardware for deployment, up to 50 pounds
 
 
WORKING CONDITIONS:
Non-smoking office environment, using a computer and other office equipment daily. Attendance at scheduled meetings as required.
 
 
If interested, please contact James Foley (Email Address Withheld by Request).


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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal employment opportunity information:
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