Desktop Support Analyst - Onsite Denver

Situs

AMC is where the best and most passionate people come to transform our client’s businesses and their own careers. Whether you’re a real estate veteran, a passionate technologist, or looking to get your start, join us as we work together to realize opportunities for everyone, we proudly serve.

At Situs

AMC, we are looking to match your unique experience with one of our amazing careers, so that we can help you realize your potential and career growth within the Real Estate Industry. If you are someone who can be yourself, advocate for others, stay nimble, dream big, own every outcome, and think global but act local – come join our team!

This role provides technical and troubleshooting assistance related to computer hardware and software, mobile devices, printers, and desktops. Working in a corporate environment, these professionals must be great communicators and translate their technical knowledge into actionable direction. This position is responsible for handling all issue that are escalated. This position will also assist in the implementation of company wide projects as needed.

• Escalate problems to higher level tier groups as required or to supervisor.
• Using service desk software to record, track and document the problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply company approved diagnostic utilities to aid in troubleshooting
• Access FAQ resources on the Internet/Intranet to aid in problem resolution
• Perform trouble resolution fixes remotely or in person, including installing and upgrading software, installing hardware, and configuring systems and applications
• Perform preventative maintenance, including checking and cleaning of end user devices, and non-end user IT equip
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow ups with end user and team members as required
• Alert management to emerging trends in incidents
• Assist in software releases and roll‑outs according to Change Management best practices
• Adhere to site audit responsibility policies and procedures
• Monitor service desk system for incoming requests and resolve or escape accordingly
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; desktops, laptops, printers, and other peripheral device issues
• Responds to queries either in person, via email or over the phone; guide end users/ clients through problem‑solving process, follow up with users to ensure issue has been resolved.
• Responsibly handle confidential data
• Continuously improve upon technical skills sets within assigned areas of expertise
• Assist in training of tier I support staff and in their day to day operations as needed
• Assist in various projects assignment by management
• Participate in company and department provided training
• Other activities as may be assigned by your manager

• High School Diploma or G.E.D or equivalent combination of education and experience
• Intermediate-level support staff with 2-4 years of relevant experience
• Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and end user facing network configurations
• Experience with Microsoft Client Operating Systems
• Extensive application support experience with Microsoft Office suites and Office
  365 Applications
• Working knowledge of software and hardware diagnostic tools
• Exceptional written and oral communication skills and customer service mentality
• Exceptional interpersonal skills, with a focus on rapport‑building, listening, and questioning skills
• Strong documentation skills and a willingness to assist with documentation
• Proficient in basic network fundamentals
• Self‑Starter with ability to work as part of a team and individually as required by specific project needs
• Excellent time management skills and the ability to prioritize
• Possess the traits of having patience, being thorough and innovative
• Flexibility to work as needed according to business needs. This may include nights, weekends, and overtime work
• Dexterity of hands and fingers to operate a computer keyboard,…