Help Desk Technician

Overview

Help Desk Technician — Golden, CO — 12+ Months

NOTE:

This is 100% on site, with 5-8 hr days to start, and then move to 4-10's after a month or 2 of training. Please DO NOT submit a candidate that is not willing to be on-site full time.

The purpose of this NOC position is to provide a proactive response and resolution to any problems or incidents discovered while monitoring the ITS fiber network, roadside devices and software applications or working with construction project teams.

• Manage Help Desk tickets in a timely manner
• Respond to customer issues via phone, email and computer chat and follow-up with customers to ensure issues are resolved
• Document customer interactions
• Resolve customer reported issues
• Escalate unresolved issues to the next Tier
• Install, make changes and repair computer hardware and software
• Monitor and respond quickly to incoming requests related to IT issues.
• Maintain computer systems and act as support if any system goes down.
• Assist with onboarding and offboarding of new or outgoing users.
• Install, configure, maintain and upgrade PC software.
• Tier 1 Networking and troubleshooting as well as support

• Experience working in a help desk environment
• Flexibility to work a variety of shifts with minimal notice
• Must have reliable transportation
• Must be able to pass a background check
• Proficiency with Windows, Linux, and IOS computers
• Excellent oral and written communication skills
• Detail oriented and highly organized to keep tickets in order
• Ability to remain calm and professional in stressful situations
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise
• Motivated to learn and troubleshoot new devices and systems in a fast moving IT environment
• Understanding and appreciation for information security within systems and user devices
• Ability to demonstrate initiative, independence and reliability to complete tasks with little or no supervision, if necessary
• Familiarity with ticketing systems, preferably Manage Engine, is not a requirement - but is a plus