Support Desk Technician

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Location: 
Denver, CO
Branch: 
Evans
Type: 
full-time

The Support Desk Technician is responsible for providing corporate end-users with a single point of contact for all technology-related requests for support, service and computer training.  The role is to serve as an advocate for the customer (corporate end-user), assuming ownership of customer issues and ensuring successful resolutions, while maintaining ongoing communication with customers regarding the status of their request.

Responsibilities

  • • Provides entry level technical support across all platforms and environments for internal and remote users. • Assumes ownership and customer advocacy for all business relevant hardware and software issues. • Maintains the IT call tracking system by receiving initial client contacts (telephone, email, etc.) and ensuring information is accurate and well-documented. Reports and tracks technology problems, inquiries, and related requests and responds accurately and promptly to incoming contacts. Collects required data and logs detailed information in the IT call tracking system. • Determines severity of unresolved issues and escalates issues accordingly. Updates records to reflect status changes. Support requests must be monitored and escalated when appropriate according to service-related guidelines. • Communicates with end-users, Technical Services staff, and managers about the urgency of issues, impact of any interruption of IT services, and changes in the issue's status. Communicates technical issues at appropriate level for audience. • Demonstrates tact in sensitive situations with end-users. • Analyzes business impact of potentially serious technology/security problems that may have a negative impact on business operations and provides detailed information to supervisor. • Learns, maintains and complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels. Develops Help Desk procedures and end-user documentation as needed. • Performs account security administration and remote system monitoring; proactively reports system outages. • Participates in special projects and performs departmental related office administrative duties as assigned.

Qualifications

  • QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE: • The ideal candidate possesses one to three years IT or customer support experience working within a Support Desk environment providing tier 1 technical support in a corporate environment. • Associates degree or bachelor’s degree in related field preferred; High School diploma or GED required. • Qualified applicants must be customer oriented and motivated with excellent oral and written communication skills. • Problem solving and organizational skills and ability to prioritize and manage multiple tasks and deadlines. • Ability to organize and prioritize job projects and requirements. • Ability to keep abreast of product applications and technology trends. • Excellent analytical/troubleshooting skills. • Ability to work independently and take ownership for tasks from beginning to completion. • Working knowledge of the following support center practices and concepts:  IT technical support/Help Desk concepts and functions  Desktop client software setup and configuration  Printer software setup and configuration  Working knowledge of one or more IT platforms: Microsoft Windows Client/Server, Active Directory, AS/400 and/or IBM mainframe  Working knowledge of current versions of the following products: Microsoft Windows Operating Systems, Microsoft Office Suite  Understanding of basic networking protocols and processes • Experience with Harris Data Systems a plus. • Ability to pass background screen and drug test.