T1 Desktop Support Technician

ABOUT THE ROLE: 

The T1 Desktop Support Technician is a role consisting of industry Standard Help Desk Technician with T1 networking and T1 systems infrastructure functions.

RESPONSIBILITIES: 

In this role, you'll get to...

• handle all Level 1 tickets in the ticket queue, remote support etc., this will be 90% of the job
• handle in person help for the 20 person Denver office which is primarily Windows, occasionally, a mac is needed to be built
• build laptops, help change computers out when necessary, and do other in-office work that requires a person to be there
• help with setting up critical meetings in the Teams Conference Room
• respond to any issue with the copy machine in the office (report it for maintenance, show the tech in etc.)
• perform a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting, and supporting of pc hardware, operating systems, software applications, peripherals, and communication devices for the entire organization
• be helpdesk support, including hardware and software, printing, productivity apps, OS
• on-board technology for new client team members
• provision, install, and troubleshoot end-user technologies including pcs, software, telephones, teleconference, mobile devices, file shares, and intranet sites (Microsoft Teams, SharePoint, etc.)
• provide technical support to business area management and staff for personal computer systems software, hardware, and network connectivity, including Microsoft product solutions, active directory, O365, MS OWA, Exchange, MS Office, etc.
• move, add, & change (Mac) for user accounts using tools such as active directory
• do an industry-standard t1-2 level network management. networking and network administration will include DNS, DHCP, AD Users and Computers, ad sites and services, ad domains and trusts, group policy, ethernet topology, tcpip, mobile devices, wireless/router configurations, etc.
• do an industry-standard t1-2 level systems management. basic systems administration of servers, virtual machines, and converged storage including VMware, hyper-v
• manage network monitoring solution
• maintain operational efficiency of network facilities’ endpoints and printers incident response management for phone and computer issues
• provide timely telephone and on-site support and resolution during normal operating hours. basic it training and support for users
• perform timely and thorough documentation of all personally and site-assigned tickets with follow-through to closure
• patch & update management of desktops and minor systems
• perform other duties related to the role

REQUIREMENTS: 

On day one, we'll expect you to...

• have a minimum of three years experience in a help desk, system administration, or desk-side support role
• have technical proficiency - extensive working experience with required technologies such as Macs and can handle advanced & complex tasks. viewed as a "go-to" person for hardware and operating system issues
• have business knowledge - strong understanding of how supported technologies are used in the business operation, consistently uses this knowledge effectively in daily support and handling unusual/critical issues
• have good communication skills - strong verbal & written communication skills. communications are complete & understandable to the target audience; demonstrates effective listening skills; regularly handles difficult customers or situations effectively requiring sensitivity and diplomacy
• be independent - often works independently with only general direction; appropriately keeps management informed of relevant issues
• have administration skills - handle a wide range of administrative tasks effectively while managing an overall task workload that may include technical activities
• have an advanced understanding of network wiring and tcp-ip and the ability to use such understanding to build and maintain a functional network
• have the ability to listen actively and extract important information from user complaints
• be able to analyze hardware and software malfunctions to diagnose the root cause of the issue
• develop and implement it maintenance policies and procedures
• be a current resident of the US and can perform work from there
• be willing to work in US Mountain Standard time (8:00 am-5:00 pm MST)
• be willing to work onsite in Centennial, Colorado 80111

NOTES:

• This is a work-on-site position