Position Overview:
The Help Desk position is the first line of support and contact for end-user issues received in person, phone, ticketing system or e-mail. They will answer and address issues from clients, or escalate issues to consultants if needed. The Help Desk employee will provide high quality and consistent customer service and technology assistance to end-users and other team members. This positions reports directly to the Director of Managed Services. This is a full time position during regular business hours and will require after hours support on occasion.
Primary Responsibilities:
- Customer Service
- Answer and address client calls
- Troubleshoot and resolve level 1 and 2 help desk issues using support tools, face to face interaction, phone coaching, and online research
- Escalate calls to higher level engineers when needed
- Ensure all client/engineer communication loops are closed, for help desk escalated issues, until resolved
- Assist in managing IT equipment inventory, including issuing and tracking hardware to end-users.
- Monitor IT systems and networks to identify potential issues and ensure optimal performance.
- Basic Systems Administrator functions
Knowledge, Skills and Abilities:
- Desired experience: 2 to 4 years
- Excellent communication skills
- Attention to detail
- Excellent customer service skills and client service focus
- Strong multi-tasking skills
- Phone skills with ability to handle moderate call volume
- Basic systems administrator skills
- Basic troubleshooting
- Ability to service professional services firms
- IT technology knowledge and assistance
- Basic administrative experience with MacOS/ OSX
- Windows and other network operating environments including Windows 10, Windows 11, Windows Server, basic networking knowledge
- Microsoft Office applications including Office 365 suite and on-line administration.
Additional preferred skills:
- Application training skills
- A+ certification
- Microsoft O365
- Connectwise PSA or other ticketing systems
- Experience with Document Management Systems
- Technical degree or equivalent experience
.
Job Type: Full-time
Pay: $52,000.00 - $64,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
Experience:
- Help desk: 2 years (Required)
- Windows: 2 years (Required)
Ability to Commute:
Ability to Relocate:
- Denver, CO: Relocate before starting work (Required)
Work Location: In person