IT Service Desk Technician; Tier 2

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.

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Under general direction, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, trouble-shooting and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization. Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully. May interact with engineers (e.g., Network, System, SAP, etc.)

and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user incidents. Performs more complex operations and support activities such as maintaining and updating knowledge base articles and performing patching, upgrades and software installs with elevated profile rights.

Responsibilities include the following:

Service Request and Incident Management:
Accountable for Tier 1 (Service Desk Technicians) performance and adherence of job essential functions. Responsible for Tier 1 team meeting service level requirements and agreements associated with end-to-end processes. Provides initial training, coaching and escalation for Tier 1 (Service Desk Technicians). Trends support issues and finds long term solutions and enhancements. Works with other System Administrators and Corporate IT in order to deliver a common support practice within the business organization.

User System Profile/Account Support:
Accountable for Tier 1 (Service Desk Technicians) adherence of User System Profile and Account Support processes (e.g., activation, modification, termination, and Password Resets, etc.). Responsible to reset service account passwords on a quarterly basis

Operational Processes:
Accountable to track and monitor Tier 1 team operational activities. Provide escalation point for backups (e.g., scheduling, troubleshooting, restorations, etc.).

Change Management:
Accountable for Tier 1 team to monitor and communicate the progress of Emergency, High Priority or high risk planned changes and identify and communicate non-planned (e- g- not submitted changes). Facilitates SAP and Infrastructure Change Control Board meetings. Follows up on open Change Control tickets and escalates to management when process is not being followed.

Communication:
Accountable for Tier 1 team to quickly communicate/escalate all Severity 1 and 2 incidents. Facilitate daily ops meetings. Conduct ticket audits to ensure proper customer communication. Listen to support staff handling calls to coach. Effectively organizes and prioritizes tickets, enhancements and projects while…