24/7 End-User IT Helpdesk Technician

Jobtailor; Broomfield (CO); On-site; USD 45,000 - 65,000; Full time

Job summary

Jobtailor in Colorado is seeking a motivated IT support specialist to deliver frontline assistance to professional end users across local and remote environments. You will troubleshoot hardware, software, and network issues and guide customers through steps via phone, chat, or email.

This role requires strong communication, ability to document cases, and adherence to security and privacy policies. Occasional shift coverage in a 24x7x365 environment may be needed.

Qualifications

• High school diploma or equivalent required.
• Must be a U.S. Citizen
• Must be able to obtain a Public Trust clearance
• One year of relevant experience in a customer service/support environment preferred
• Proven hardware/software troubleshooting experience
• Proven effective and professional communication
• Proven ability to address technical issues via telephone, email, and chat
• Demonstrated commitment to excellent customer service
• Experience with common software and operating systems
• Knowledge of IT support best practices
• Ability to work independently and within a team environment
• Availability to work flexible hours in a 24x7x365 environment

Responsibilities

• Provide customer service to professional end users
• Provide front-line technical support to local and remote users via calls, chat, email, and online requests
• Analyze and diagnose customer issues using technical skills, historical records, knowledge bases, and other tools
• Support commercial and agency-specific applications and software
• Support operating systems, internet browsers, desktops, laptops, mobile devices, printers, scanners, and other hardware
• Support network infrastructure issues affecting end users
• Assist with password resets and account unlocks
• Set up, install, and configure hardware and software
• Diagnose, isolate, and resolve wired and wireless network connectivity issues
• Create and update documentation, written instructions, and knowledge base articles
• Create, work, and resolve tickets in an incident tracking system
• Document issues and troubleshooting work for escalation, review, and audit purposes
• Determine when to escape issues to specialist teams
• Communicate with supervisors, peers, and end users to solve issues
• Follow company and department policies and procedures

Skills

Customer Service

Technical Support

Troubleshooting

Network Diagnostics

Documentation

Education

High School Diploma

Tools

Incident Tracking

Knowledge Base Tools

Remote Support Tools

Desktop Support Tools

Job description

Jobtailor in Colorado is seeking a motivated IT support specialist to deliver frontline assistance to professional end users across local and remote environments. You will troubleshoot hardware, software, and network issues and guide customers through steps via phone, chat, or email.

This role requires strong communication, ability to document cases, and adherence to security and privacy policies. Occasional shift coverage in a 24x7x365 environment may be needed.