Tier 1 IT Service Desk Technician

SNI Technology's client located in Colorado Springs, CO, is seeking to hire a talented Tier 1 IT Service Desk Technician for an exciting, full-time, 2-month (temporary) contract position. Please note this is a fully onsite position and work from home/remote work options will not be provided while on contract.

General Purpose

Install, maintain, and repair customer approved hardware and software; provide first-level technical and troubleshooting assistance to customer incidents and requests, all in a manner that builds customer trust and confidence in the organization.

Essential Duties and Responsibilities:

• Builds teamwork and company culture by being positive, professional, collaborative, and ethical
• Basic troubleshooting, researching, implementing & optimizing resolutions to customer incidents and requests.
• Provides remote & onsite technical assistance and training to client end users.
• Provides excellent customer service to clients and communicates effectively with clients via email, phone and ticketing system.
• Escalates work to leadership and/or higher-level tech when assigned work cannot be resolved in a timely manner.
• Accurately documents work performed, customer interaction and time worked in Ticketing System. Closes tasks & tickets timely.
• Creates and maintains client documentation in the document retention system.
• Recognizes opportunities to improve clients' technical environment, the organization's technical environment & business practices and procedures. Communicates improvements to leadership.
• Consistently meets utilization goals.
• Follows best practices in accordance with security guidelines, CMMC and HIPAA to protect client and the company data and passwords.
• Performs on-call duties as required in the on-call rotation.
• Drives company owned vehicle when going onsite to a client's location or conducting other company business.
• Performs all other duties as assigned.
  
  

Job Qualifications

Knowledge, Skills, and Abilities:

• Basic working knowledge & troubleshooting experience in technical tools outlines in the Experience section.
• Knowledge of how an IT ticketing environment operates
• Basic critical thinking, problem solving & technical troubleshooting skills (required)
• Strong documentation skills (required)
• Excellent customer service skills (required)
• Ability to communicate effectively, both orally and in writing (required)
• Strong ability to embrace & gain competence in new technologies (required)
• Ability to adapt to changes in task priorities (required)
• Organizing & time management skills (required
• Ability to build strong working relationships internal and external to the organization (required)
• Ability to apply common sense understanding to carry out instructions furnished in written or oral form
• Ability to perform all duties and responsibilities in a timely and effective manner in accordance with policies, programs, and guidelines to achieve the overall objectives of the position
  
  

Education or Formal Training

• Associate degree in Computer Science or related field, or equivalent combination of related education and experience
• A Technology Certification or equivalent combination of related training and experience
• Other relevant certifications are an advantage
  
  

Experience Required:

• Minimum of 2 years' IT experience
• Service Desk and remote support experience
• 1 year of experience working with:
• Microsoft & Apple operating systems
• Microsoft 365 cloud services
• Microsoft Office Applications
• Active Directory User Management
• G-Suite Administrative Console
• VPN Client
• Mapping Server File Share Drives
• Printers/Scanners
• Windows/Mac Applications
• Desktop Setups

• Basic working-level experience with the following:
• Private & public cloud environments
• Network troubleshooting
• Wireless
• Internet security & data privacy policies
• Azure
• VoIP and PBX systems
• User and Server File Restores
• Mobile device management
• Camera system infrastructure
• QuickBooks, Sage, or other financial applications
• Vendor RMAs (Warranty Process)
• Other client business specific technology
• Email trace & spam filters
• Remote Desktop
• Experience working in a fast-paced, high pressure work environment with multiple time critical tasks simultaneously (required).
• Must have a valid Colorado Driver's License with a clean driving record and background checks (required).
  
  

Compensation Range

The compensation for this position is in the range of $23 to $26 per hour during the 2-month contract duration of the assignment. Please note your actual pay rate will be determined based upon your skills, knowledge, and abilities, including work experience - please talk with your recruiter to learn more.

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