Help Desk Support Technician


Help Desk: Workstation and Application Support

We are looking for a highly motivated Help Desk Support Technician who is customer service oriented and eager to solve troubleshooting issues for our internal associates.  We are a well-established company based in the Denver Tech Center, who has been providing warranty claims administration to auto dealerships for over 25 years.

We provide an excellent opportunity for a Help Desk Support Technician who is seeking to be part of a dynamic and rapidly growing company. The Help Desk Support Technician will be responsible for accurate and timely resolution of workstation and peripheral support requests.  


SUMMARY OF POSITION:

The Help Desk Support Technician will provide exceptional service and user support to local and remote end-users, at all levels of the organization.  As a Help Desk Support Technician, you will triage, respond to, and resolve incoming calls and helpdesk tickets. This position would work assigned incidents with a focus on accurate and rapid resolution.

SPECIFIC PERFORMANCE RESPONSIBILITIES:

  • Deliver outstanding customer service support for internal end users, and external clients
  • Handle incoming calls and helpdesk tickets via our ticketing system
  • Provide excellent communication, both written and verbal, for incident tracking
  • Monitor, resolve, and close out all open tickets in a timely fashion, most within 2 hours
  • Facilitate onsite and remote desktop assistance to identify and repair hardware and software issues on devices running Microsoft Windows (7, 8, and 10)
  • Perform software updates/upgrades
  • Understand and implement established technical and workflow procedures
  • Communicate outage/degradation of service to management
  • Assist in maintenance and special projects, during extended work hours
  • Maintain database of assets and asset assignments

  • Process returned equipment from prior employees, prepare for redistribution within the company.

PRINCIPAL DUTIES

  • Answer incoming calls, respond to Help Desk requests, and reply to emails
  • Ensure all incidents are logged, resolved, and closed out
  • Troubleshoot access and technical issues, while gathering pertinent information to resolve or escalate the problem to a 3rd party
  • Resolve network connectivity issues
  • New Employee Setup
  • New Client Account onboarding; communicating with the client to obtain information
  • Troubleshoot GSuite issues (Mail, Calendar, Hangouts, etc)
  • Diagnose and repair printer/scanner issues
  • Implement baseline changes and upgrades
  • Implement policy and procedural changes
 

 

QUALIFICATIONS/REQUIRED SKILLS:

  • Minimum of two years' related experience
  • GSuite Administration Experience
  • Ability to perform PC troubleshooting (software install/removal, configure network adapters, remove spyware, etc)
  • Basic understanding of networks and networking technologies (Traceroute, Ping, DHCP, Router, Switch, etc)
  • VPN client usage/ VPN client configuration
  • Working knowledge of configuring and/or using an MFP (Connecting it to the network and adding a print queue to the workstation, troubleshooting printer port issues)
  • Willingness and ability to recognize personal limitations and when to escalate an issue
  • Desire to research and solve issues not previously encountered
  • Capacity to multitask as priorities change
  • Ability to take directions and act on them
  • Knowledge of principles and processes for providing excellent customer and personal service, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Ability to provide explanations of complex technical procedures and processes clearly and accurately to both technical and non-technical audiences.
  • This position may be required to work non-standard shifts including some weekends and holidays.

HOW TO APPLY:

Please respond to this posting by including a resume and a cover letter, which specifically addresses these questions:

  • How is this job a fit for you?
  • What would you enjoy about the work environment described here?
  • What are the three biggest strengths you could contribute to our company?
  • How can we support you - what do you need from us to be successful?
  • Where do you want to go with your life (career is a part of life, not separate)?
  • What other helpful information did we forget to inquire about?

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