What are the responsibilities and job description for the Information Technology Support Specialist position at Confidential?
Company Description: Company is looking to hire a IT Support Specialist in Denver.
The IT Support Specialist is responsible for providing Level 1 support and managing Company's helpdesk ticketing system, including processing & responding to all requests, prioritization, peer delegation, internal customer communication, and posting updates to the ticketing system, both for self-assigned tickets and tickets assigned to others in the department.
Essential duties and responsibilities include the following; however other duties may be assigned.
- Helpdesk Management and Internal Customer Service
- Manage all IT Helpdesk support tickets and IT-related corrective action cases through resolution.
- Respond to new requests.
- Prioritize tickets.
- Assign tickets and tasks.
- Regularly update notes and statuses in each ticket.
- Regularly update internal customers.
- Ensure resolution with department SLA’s, escalating as needed.
Hands-on tech support
- Provide Tier 1 troubleshooting and support via phone, Teams, email, and in person for 150 onsite and remote users.
- Escalate Tier 2 and Tier 3 issues to Network Administrator and Information Systems Lead.
- Collaborate with Network Administrator for peer guidance on company systems.
- Assist with user training.
- Set up new laptops and phones.
- Set up new user accounts.
- Install software and set up network drives.
Qualifications:
Applicants must possess a strong foundation of diverse IT knowledge including an advanced working knowledge of Windows and MS Office. Training on Company’s setup and systems will be provided.
Education and/or Experience
- Associate degree in IT or equivalent certification preferred
- 1 year experience in an IT Support / helpdesk role required
Compensation:
- Salary Range of $60,000-$65,000 (based of experience)
- Medical, Dental and Vision Insurance
- PTO
- Paid Company Holidays
Salary : $60,000 - $65,000