Lead Technician - Corporate Services

Position Summary

We have an exciting opportunity to join our team as a Lead Technician - Corporate Services. In this role, the successful candidate will work as an independent contributor IT professional, applying technical expertise in one or more IT disciplines. Provides and maintains a reliable technical infrastructure to effectively serve the customer community. This may include running, maintaining, and troubleshooting systems, servers, networks, and/or desktop environments;

responding promptly and effectively to customer problems; directly resolve the problems or elevate to the appropriate resource and monitor its effective resolution. Receives general direction, work in progress is reviewed routinely.

• Performs additional duties as assigned.
• Customer Service and Communication: a. Demonstrate an ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service‑oriented fashion. b. Provide one‑on‑one instructions/training/guidance to end users and the help desk on use of hardware/software and standard procedures. c. Provide exemplary customer service across all levels of the organization; embrace a never‑say‑no attitude when addressing customer issues.
  
  d. Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT.
• Technical Skills (End User Device administration/configuration/support/troubleshooting, Use of tools and utilities): a. Responsible for the implementation, installation, maintenance and support of End User Infrastructure Support equipment, software and connectivity for PDAs, PCs, Macintosh and Windows workstations, printers, LAN, AV, Video conferencing, telephone. b. Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.
  
  c. Provide over‑the‑phone and on‑site Tier 2 assistance to users: problem identification, instruction, and resolution of problems; elevate to Tier 3 when necessary. d. Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses. e. Independently design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges.
• Administrative Tasks & Record Keeping (Journal Notes, Innotas Entries, etc.): a. Responsible to assist with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation. b. Monitor the assigned desktop queue(s) in the Front Range ticket system. Log real‑time written journal entries documenting actions taken on all ticket requests. Close tickets within established service levels. c.
  
  Be compliant with all responsibilities and administrative tasks:
  Innotas, timely journal entries, use of standard email templates, etc.
• Project Participation: a. Assist and participate in implementing and planning small projects or projects that are specific to the tech's assigned department. b. Involved in the installation, rollout, and/or upgrade of new software, hardware, systems, servers, networks, etc. c. Participate in testing and evaluating new software, hardware, systems, servers, networks, etc. and implement prototypes.
• ITSM Metrics: a. Responsible to resolve a specified number of tickets per day. b. Responsible to resolve a percentage of monthly tickets using remote support tools. c. Responsible to resolve a percentage of monthly tickets at the desktop site using mobile tools and devices. d. Responsible for publishing ticket updates to the self‑service interface to keep end‑users apprised of the status of their request.
  
  e. Using established technology, technician is responsible for notifying all users of ticket ownership and contact information. f. Responsible to close tickets in a timely manner while striving to reduce the mean time to resolve each issue.

Must be able to lift ≥ 40 pounds. Nights/weekends/off‑peak hours work as required.

To qualify you must have a BA/BS degree with 4 or more years of related…