Entry-Level IT Helpdesk Technician I

THE ROLE:

Job Purpose:

The IT Helpdesk Technician is responsible for providing on-site and remote technical support across multiple office locations and brands throughout the enterprise. This non-exempt position requires independent decision-making, the ability to prioritize tasks with minimal supervision, and the handling of level 1 technical issues. Travel (25%) may be required to support office locations, troubleshoot issues, and manage technology needs on site. Additionally, the IT Helpdesk Technician will maintain relationships with Managed Service Providers (MSPs), IT vendors, and local stakeholders to ensure seamless technology operations.

Key Responsibilities:

On-Site Support:

• Travel to office locations to provide hands-on technical support as needed, including office relocations, new setups, and closures.
• Troubleshoot and resolve IT issues including computer break fixes, hardware/software support, administrative housekeeping, and tracking inventory of devices and systems.
• Help coordinate IT logistics related to support tickets and projects.
• Help conduct a comprehensive audit of IT equipment across the portfolio/company and help establish and maintain a tracking system for the return, replacement, and setup of all devices.
• Help with daily IT operations to ensure systems are stable and secure.

Technical Support:

• Respond to IT service requests via phone, email, or in person, ensuring timely resolution.
• Diagnose and troubleshoot hardware, software, and network issues, escalating complex problems to senior technicians or MSPs when needed.
• Assist with onboarding and offboarding, including account setup, equipment configuration, and employee orientation.
• Set up workstations, laptops, and mobile devices, and manage inventory for new and existing employees.
• Track and maintain hardware and software inventory across multiple brands.
• Create and maintain knowledge base articles and technical documentation to streamline processes and improve efficiency.
• Support end users with technical issues and provide regular training to staff.

Administrative Support:

• Provide administrative support to TEAM Services Group, including managing email correspondence, handling ad hoc requests, and assisting with day-to-day operational tasks.

Vendor Management:

• Serve as the technical support between the company and Managed Service Providers (MSPs) for smooth service delivery.
• Support local brands in onboarding the MSP, ensuring effective communication and coordination.
• Maintain relationships with IT vendors and Internet Service Providers (ISPs), helping with contract renewals, licensing, and account consolidation.
• Support and assist with maintaining VoIP systems and coordinate any necessary updates or troubleshooting.

WHAT YOU BRING TO THE TABLE:

Qualifications:

• Preferred Experience:
  • 1 years of helpdesk or technical support experience.
  • 2-3 years of systems maintenance/administration experience.
  • Experience with ticketing systems and inventory management.

• Certifications:
  • Required: CompTIA A certificate or equivalent
  • Preferred: Network , Security

• Technical Skills:
  • Required: Basic understanding of networking concepts (LAN, WAN, VPN, DNS, firewalls).
  • Required: Proficiency in Microsoft Office Suite – Outlook, Word, Excel, Teams, etc.
  • Preferred: Basic familiarity with Remote Monitoring and Management (RMM) tools such as ConnectWise, Go To, N-Able, Datto, etc.
  • Preferred: Experience with ticketing systems like ZohoDesk, ZenDesk, Jira, Salesforce, etc.
  • Preferred: Proficiency in Audio Video setup for conference rooms.

Soft Skills:

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong organizational skills with the ability to prioritize and manage multiple tasks independently in a fast-paced environment.
• Collaborative leadership qualities with the ability to work independently and as part of a team.
• Excellent problem-solving skills.

Physical and Travel Requirements:

• Hybrid work environment, with occasional travel
• Ability to lift and move up to 50 lbs.
• Must maintain punctual, consistent attendance in line with federal, state, and local standards.

Work Schedule:

• Business Hours: Monday to Friday, 8 AM – 5 PM local.
• Location: 3000 Lawrence St., Denver, CO 80205

24 Hour Home Care is an Equal Opportunity Employer that is proud of its culture of diversity and inclusion. Individuals seeking employment are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Additionally, 24 Hour Home Care will consider qualified candidates with criminal histories in a manner consistent with the law.

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