We are currently seeking an Help Desk- Level I for Denver, Colorado. An ideal candidate will have the experience necessary to help build out and maintain our client's existing IT infrastructure and troubleshoot problems as they arise. You would be responsible for analyzing, maintaining, and supporting the platforms that run critical IT operations and business applications used throughout the company. You must also be able to identify areas for system improvements and upgrades and contribute to those projects as needed.
Requirements:
- 2 years Associates Degree in Computer Science and/or 2 years Helpdesk experience.
- Proven experience as a level I help desk technician or other customer support role.
- Experience using ITSM Ticketing tools (e. g. Freshservice, Service Now, Zen Desk) or similar ticketing systems to manage and track incidents
- Tech savvy with working knowledge of Active Directory, Office 365 products, databases, and remote control.
- MDM
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Solid analytical/cognitive skills to troubleshoot complex and technical problems.
- Ability to work unsupervised and with team members.
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
- Sound understanding of customer support, operations, and processes.
- Excellent communication skills.
- Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, team members, other organizations, and customers.
- Superior customer service skills and must be customer-oriented self-starter.
- Demonstrated capability to achieve results under pressure in a fast-paced client driven environment.
- Individuals in this position must have a solid knowledge of PCs, peripherals, telecommunications and basic network knowledge.
- The Field Technician is responsible for providing instruction to end-users on the basic use of hardware and desktop supported software.
- Installation of workstations and telecommunication peripheral equipment.
- Preferred, not required: Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP).
- Basic knowledge of ITIL, Service Desk metrics/SLA s, and mobile device support
location: Denver, Colorado
job type: Contract
salary: $25 - 28 per hour
work hours: 8am to 4pm
education: Associates
responsibilities:
- Respond to customer calls, e-mails, voicemails, IM and resolve customer problems.
- Provides professional, courteous, prompt and accurate support and solutions to users.
- Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware, enterprise system software.
- Support end users in their use of applications such as Microsoft Office\O365, ERP, VPN, and MDM (mobile device management) including install, modification and repair
- Collaborate with other help desk\field support technicians to resolve any application specific issues within a timely manner.
- Create documentation and instructions for software installation procedures, troubleshooting tips and other specified applications.
- Install, setup, maintain, and relocate hardware and software.
- Resolves Level 1 issues. Elevates complex and/or high priority problems that cannot be solved to the appropriate support groups for resolution (L2/L3, 3rd party Application Vendors, Network Administrator, Supervisor, etc.).
- Travel between branch locations to provide on-site technical support for computers peripheral equipment, mobile devices, as well as audio visual equipment.
- Follow all standard operating procedures (SOP)
- Document and track all issues thoroughly in ticketing system to make certain that all issues are addressed within appropriate timeframes.
- Maintaining and updating KB Articles.
- Establishes priorities on Helpdesk tickets based on established helpdesk and departmental guidelines and procedures.
- Multitasking through multiple systems while troubleshooting with customers.
- Knowledgeable of IPHONE, ANDRIOD & Samsung Tablet.
- Assist administering MDM.
- Network Account Provisioning via Active Directory and Office 365.
- Solid working knowledge of the Windows 10 Operating System.
- General VOIP knowledge.
qualifications:
- Experience level: Experienced
- Minimum 2 years of experience
- Education: Associates
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
For Colorado Residents Only: The hourly range for Colorado residents is $15.00 to $25.00/hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Randstad offers a comprehensive benefits package, incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.