Desktop Support Technician

Desktop Support Technician
Broomfield, CO 80021

SUMMARY:

• A Desktop Support Technician that possesses a strong customer service orientation, sound technical skills, integrity, and a passion for excellence. The right candidate will be extremely detail-oriented, able to multitask in a demanding environment, and possess exceptional communication and organizational skills. The right candidate will have a "do whatever it takes'' attitude and possess great pride in their work.

JOB DUTIES AND RESPONSIBILITIES:
Provide hardware and software support – In an efficient and professional manner assist user issues like the following:

• Both Mac and Windows and software knowledge/troubleshooting.
  • Use Webex Remote Support to diagnose and troubleshoot Remote users.
  • Interface with Dell to provide warranty support on systems.
  • Installation of operating systems and other standard software for new systems or re-imaging both onsite and remote.
  • Understanding how to troubleshoot issues with: connectivity, blue screens, viruses and printing for both on- and off-site users; coordinate and schedule with Dell Engineers for on-site break-fix.
  • Basic understanding of DHCP / DNS, Active Directory, wireless connectivity / wireless hotspots, printers, viruses, remote access (VPN) and Windows Domain account issues.
  • Work with the network team on basic troubleshooting and tasks.
  • Experience troubleshooting Google Workspace, MS Office, Box, Cisco Video Conference systems and WebEx is preferred.
• Management of asset Inventory and detailed record keeping is essential.
• Some lite Cell phone support.
  • Deployment, collection, keeping inventory.
  • Resetting and wiping.

Customer Service – Assist users in a prompt and courteous manner through the following methods:

• All Ticket Support using Wolken (Ticket Platform).
  • Incident: Various troubleshooting scenarios on end-user devices.
  • Task: Deployment, Collection, and configuration of end-user devices.
• Email through Google Mail.
  • Knowledge of Microsoft Outlook is a plus.
• Chat platforms. Google Chat and Slack.
• Calls made through Webex Calling.
• Video Conferencing through Webex.

Special Projects – Various tasks and other non-technical responsibilities will be required such as the following:

• Provide Technical training to users through video conferencing or in person.
• Create Technical documentation.
• Verify and test new software and/or processes.
• Assist with placing technical signage around the office when needed.
• Possible travel to other locations.

WORK HOURS AND BENEFITS:
8-5 Monday-Friday

• No weekends or Overtime (Exceptions on special projects)
• Paid Holidays
• Paid Sick Days and Vacation
• 401k and medical benefits
• 60 minutes lunch

In Person Work, Not Work From Home

• Structured training is provided.
• Cutting edge workspace with innovative technology.
• Supportive staff with accommodating leadership.
• Great work life balance.

QUALIFICATIONS:

• Experience in a corporate Helpdesk and/or Desktop support environment is preferred.
• Consider themselves as “Tech-Savvy” and willing to learn new ideas.
• Must Understand and communicate technical concepts and provide clear technical instructions in simple terms.
• Excellent customer service skills to work effectively with clients.
• Understanding of Windows 10 Operating System.
• Understanding of Mac OS is a plus.
• Ability to work well with other people in a team-oriented environment.
• Ability to professionally handle conflicts.
• Must be professional, self-motivated, resourceful, flexible and work with minimal supervision.
• Must be able to follow through procedures and protocols as outlines by senior management.

We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.

req23-00296