IT Service Desk Technician (Tier 1)

Job Store Staffing; Broomfield (CO); On-site; USD 50,000 - 70,000; Full time

Job summary

Job Store Staffing is seeking an IT Service Desk professional to join our Denver-area team. You will provide end-to-end support for end users and technical staff, owning incidents and requests from logging through resolution.

Responsibilities include account administration, remote device management, and adherence to ITIL processes. A strong foundation in Windows environments and networking is required, with at least two years of related experience.

Qualifications

• Basic knowledge in Windows Server and Active Directory.
• Basic knowledge in TCP/IP and other networking protocols.
• Minimum 2 years of technical support experience.
• High school diploma plus technical training/certificates.
• Ability to follow ITIL Incident/Problem/Change processes.
• Willingness to learn new technologies quickly.

Responsibilities

• Handle service requests and incidents end-to-end with proper categorization and prioritization.
• Support and coordinate end-user account administration and changes.
• Remotely manage devices and software to minimize on-site dispatches.
• Monitor systems and ensure availability of critical IT services.
• Prepare daily/ monthly status updates and process improvements.

Skills

Windows Server

Active Directory

TCP/IP

Networking basics

ITIL processes

Troubleshooting

Education

High school diploma and technical training/certificates

Tools

Cisco routers

Firewalls

Job description

Job Store Staffing is a woman-owned service, founded in 1974. In the years since, we’ve seen the evolution and growth of the Denver, Aurora, Broomfield/Boulder, and Colorado Springs business communities—and we’re proud to have been a part of it.

Job Store Staffing is ranked among Colorado’s top five local staffing services and one of the top twenty-five diversity-owned businesses in Colorado. We’ve remained a leader in the industry by staying in touch with our customers, adopting new innovations and developing best practices, all in the pursuit of providing ethical, excellent results for our clients and candidates.

As we head into our fourth decade, we look forward to helping Colorado’s businesses grow and thrive, and helping candidates find rewarding employment. As a woman-owned, family-run staffing business, we are committed to providing the personal touch, one-on-one dedication, and the time and support that our clients and candidates deserve.

- See more at: http://www.jobstorestaffing.com/about-us/#sthash.y5pz8lCA.dpuf

Job Description

Under general supervision, performs a variety of computer systems administration, operations and support tasks as part of a high performing Information Technology Service Desk team providing a single point of contact for end users and technical staff with the expectation of end-to-end ownership (e.g.- logging, tracking, problem analysis, research, resolution and reporting) for all Service Incidents and Service Requests.

Qualifications

Responsibilities include the following:

Service Request and Incident Management: Accountable to gather appropriate information to properly troubleshoot (Categorize, prioritize, trend) throughout the lifecycle of the ticket ensuring service levels agreements are met (response, resolution, customer satisfaction).

User System Profile/Account Support: Responsible to manage, support and Coordinate End-User account administration, activation, changes and terminations (e.g., Password/account setup and Password Reset, remote access connectivity, email accounts, End-User IDs).

Remote Device and Software Management: Responsible to manage, maintain and troubleshoot devices and software remotely over the Network to minimize the need to dispatch technical personnel for incident resolution.

Operational Processes: Responsible to perform continuous system monitoring and operational processes to ensure the integrity and availability of all business critical services.

Change Management: Responsible to monitor and communicate the progress of high risk planned changes and identify non-planned (e.g- not submitted changes).

Communication: Responsible to quickly communicate/escalate all Severity 1 and 2 incidents to support team and management and provide a clear picture of all ticket and task status during shift turnover, daily team huddles and ticket journal entries.

Continual Service Improvement: Provides a stable Service Desk environment and effectively and efficiently performs procedures to ensure IT services meet Service-Level Requirements (SLR).

Knowledge and Documentation Management: Responsible to improve the customer’s efficiency and effectiveness by utilizing knowledge databases and best practices in the areas of customer reporting, logging, tracking, and resolving of IT Incidents and Service Requests.

Service Request and Incident Management: Accountable to gather appropriate information to properly troubleshoot (categorize, prioritize, trend) throughout the lifecycle of the ticket.

OTHER FUNCTIONS

Daily Service Request and Incident Ticket Audits (Detailed operational process)

Monthly status report

Bi-annual Disaster Recovery Testing (1 weekend night, 1 times per year)

Datacenter Storage and Inventory Cleanup

Qualifications include the following:

Basic knowledge in Microsoft applications and environments

Basic knowledge in Windows Server

Basic Knowledge in Windows Active Directory

Basic knowledge in TCP/IP and non TCP/IP protocols

Basic knowledge with MLPP and MPLS protocols for WAN

Basic knowledge in PRI and telecommunications

Basic knowledge with Firewalls, authentication systems and applying cryptography

Basic knowledge with installation and maintenance of network cabling

Basic knowledge Cisco routers

Ability to network/distribute computing concepts and client/server programming

Ability to perform hardware and software installations

Ability to troubleshoot and problem solve

Ability to follow standard Incident, Problem and Change Management processes as defined by ITIL

Ability to pick up new technology quickly and easily with minimal guidance

Acceptable Training and Experience includes a high school diploma and additional technical training/certificates. A minimum of 2 years of technical support experience.

Additional Information

Job Store is an EOE.