provides user assistance with routine inquiries and problems such as hardware, software, and network operations. Responds to and diagnoses problems through discussions with users; includes problem recognition, research, isolation, and resolution steps. Typically, is able to resolve less-complex problems immediately while troubleshooting more complex problems through to resolution.
This position reports to the Service Desk Supervisor. The position is based out of the Fort Collins office with travel to jobsites around the Fort Collins metro area periodically required. Job Duties/Functions: Onboard and offboard users including account creation, permissions and hardware configuration. Provide
first line Service Desk support to the user community by answering questions related, but not limited to Microsoft Office 365 Suite, cloud-based accounts, desktop, network and telephone systems.
Provide support to end users on a variety of issues; identify, troubleshoot, and responds to end-user issues or requests; perform diagnostics using various tools; support includes but not limited to assisting with print issues, install, maintain, modify and troubleshoot hardware and software systems. Document, track and monitor all issues to ensure a timely resolution; test and verify fixes to ensure problem has been adequately resolved. Ensure a consistent response to problem resolution, service
requests, and status reporting. Escalate urgent problems to supervisor as necessary in a timely manner.
Utilize a ticketing system to log and manage trouble tickets, change requests and IT service requests. Communicate effectively with all users with a focus on the end user reassessing/resolving issues as appropriate. Assist management in creating and documenting IT Service Desk processes, procedures, workflows, and schedules in order to meet and/or exceed established service levels to our users. Continual backssment of Service Desk processes against industry best practices and refinement of processes as needed, reporting of Service Desk performance against established service levels, ongoing incident review and analysis, customer communication regarding ongoing incident status.
Manage customer relationships in a courteous and professional manner. Provide end user training for Service Desk engagement and IT policies and procedures. Position Qualifications: Minimum of 2 years technical experience in a desktop support environment Windows, Mac OS, i OS, M365 Office Knowledge of imaging software and concepts Strong competency in supporting PC, Laptop and Android/i Phone/i Pad Hardware and Software Experience using Service Desk software for issue tracking, asset tracking, knowledge base and service level reporting desired.
Strong problem-solving and logical analysis skills, as well as strong troubleshooting and diagnostic skills. Strong interpersonal skills-including strong verbal, written communication skills and excellent listening skills. Experience providing end user training for basic Service Desk engagement. The candidate must be able to interact with individuals at all organizational levels. Ability to gather, interpret information effectively and conduct research into a wide range of computing issues as required.
Solid organization skills; must be able to prioritize tasks - attention to detail is extremely important Proven ability to manage multiple projects, under tight deadlines, often with competing priorities and complexities. The candidate must be focused on customer satisfaction, excellent quality, and must be able to work independently. Experience in CMi C is a plus but not required. Knowledge of basic server and Domain Administration. Compensation Range The compensation for this position is in the range of $32 to $35 hourly (non-exempt) annually + full benefits. Please note your actual pay rate will be determined based upon your skills, knowledge and abilities including work experience - talk with your recruiter to learn more.
Insurance, and other benefit options that are offered include: all the important benefits you hope for, such as a generous paid time off program, a 401k plan, bonus program, health insurance (medical, vision and dental) and much more!
