Helpdesk Specialist

Onsite in Denver, CO or Overland Park, KS

Our client seeks a Tier II Helpdesk Specialist to provide onsite technical support for desktops, laptops, printers, peripherals, and core applications. The role will record, triage, and resolve incidents through the service desk, perform troubleshooting and preventative maintenance, and support software releases and rollouts. The specialist will escalate issues as needed, document resolutions, and deliver customer-focused service while adhering to change and audit procedures.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $18.00 to $22.50/hr. w2

Responsibilities

• Escalate problems to higher tier groups or supervisor as required.
• Record, track, and document incidents and resolutions in service desk software through final resolution.
• Apply approved diagnostic utilities to aid in troubleshooting.
• Use FAQ and knowledge resources on the Internet/Intranet to support issue resolution.
• Perform remote or in-person fixes, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Conduct preventative maintenance, including checking and cleaning end user devices and other IT equipment.
• Test fixes to confirm adequate resolution.
• Perform post-resolution follow-ups with end users and team members as required.
• Alert management to emerging incident trends.
• Assist in software releases and rollouts per change management practices.
• Adhere to site audit responsibility policies and procedures.
• Monitor service desk queue for incoming requests and resolve or escalate accordingly.
• Provide technical assistance for issues related to computer systems, software, and hardware including desktops, laptops, printers, and peripherals.
• Respond to requests in person, via email, or phone and guide users through problem-solving with follow-up to ensure resolution.
• Handle confidential data responsibly.
• Continuously improve technical skills in assigned areas.
• Assist in training Tier I support staff and support their daily operations as needed.
• Support various projects as assigned by management.
• Participate in company and department training.
• Perform other duties as assigned by the manager.

Experience Requirements

• 2 to 4 years of relevant onsite technical support experience.
• Knowledge of advanced computer hardware including desktops, laptops, smartphones, and end user network configurations.
• Experience with Microsoft client operating systems.
• Extensive support experience with Microsoft Office and Office 365 applications.
• Working knowledge of software and hardware diagnostic tools.
• Strong written and oral communication with a customer service mindset.
• Effective interpersonal skills with rapport-building, listening, and questioning abilities.
• Strong documentation skills and willingness to contribute to documentation.
• Proficiency in basic network fundamentals.
• Self-starter able to work both independently and as part of a team.
• Effective time management and prioritization skills.
• Patient, thorough, and innovative approach to problem solving.
• Flexibility to work nights, weekends, and overtime as needed.
• Ability to research a wide range of computing issues.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed with keen attention to detail.
• Ability to execute tasks in a high-pressure environment.
• Ability to report to different local offices as required.
• Ability to handle and set up technology equipment, including lifting up to 50 lbs.
• Dependable with strong attendance, cooperative, respectful, and effective in a team environment.

Education Requirements

• High School Diploma or GED, or equivalent combination of education and experience.