HHS Service Desk Technician

Jobtailor

Broomfield (CO)

On-site

USD 45,000 - 65,000

Full time

8 days ago

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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

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

Requirements

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

Core Competencies

Demonstrates strong technical support capabilities, including hardware and software troubleshooting, customer service excellence, and effective communication skills. Proficient in diagnosing and resolving technical issues across various platforms and devices while adhering to IT support best practices.

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