IT Support Technician Tier 1

About this position

ABOUT US

At First Meridian Services, Inc., our team members are our greatest asset. We are committed to building a workplace that excites, rewards, and supports you—one where passionate, professional, and knowledgeable individuals can grow and thrive. We are constantly seeking great people who will make us even greater.

As you get to know our culture and mission, we hope you’ll take full advantage of the opportunities to enhance your profession and contribute to our shared goals. We believe in creating a rewarding environment where you can build a long and successful career. Welcome to First Meridian Services—where your future takes flight.

The primary function of the IT Support Technician is to assist operations with IT functions and related systems, including the repair and support of all information technology equipment under the direction of the IT Support Manager. The IT Support Technician participates in the deployment, troubleshooting, and maintenance of IT infrastructure/solutions.

• Salary Range: $58,000 to $68,000 per year, depending on experience and qualifications.
• Insurance: Health, Dental and Vision available the first of the month following your start date; additional EAP, Critical Illness, Hospital Indemnity, and Life Insurance options available.
• Additional Benefits: Monthly cell phone stipend (opt-in), free RTD Eco Pass or employee parking, 401(k) available after 6 months, and employee discounts at Skyport restaurant and retail locations.
• Time Off: PTO accrual increases with tenure, plus 7 recognized holidays per year and paid leave provided in accordance with applicable Colorado and federal laws.
• Growth: Supportive team environment with training and professional development opportunities.

• Serve as the first point of contact for customers seeking technical assistance via telephone, email, and online request.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process via phone or in-person where necessary
• Escalate unresolved issues to the next level of support personnel, after all troubleshooting has been completed & document in the ticket.
• Follow up and update customer status and information.
• Provide support to end users for basic computer, application, system, mobile devices, access, and hardware issues.
• Identifies, researches, and resolves routine and a wide range of technical problems of diverse scope and complexity.
• Leverage Helpdesk Ticketing System Software to document, track, monitor, log resolutions and complete tasks and projects.
• Test the fixes to confirm the issues have been fully resolved, and make sure you understand how to roll them back if they don’t work as intended.
• Assist with development of help sheets and frequently asked questions for end users.
• Perform preventative maintenance, including checking and cleaning of supported equipment.
• Identify and suggest possible improvements to procedures.
• Perform other related duties as assigned

• Strong analytical, problem-solving, and technical troubleshooting skills.
• Knowledge of Microsoft Windows Server 2012, 2016 and 2019 a plus.
• Require technical troubleshooting and hands‑on experience with Mobile & Computer devices.
• Point of sale system support experience highly desired or working knowledge of Point of Sale:
  Micros/Oracle, Aloha, Counterpoint, Clover – any retail/table service systems experience is a plus.
• Must demonstrate a working knowledge of standard business software (Microsoft Outlook, Word, and Excel).
• Ability to learn new products and tools and share this knowledge with end users and technicians.
• Ability to independently conduct research into a wide range of…