IT Service Desk Support Technician

Job Summary:This Service Desk Support role serves as the first point of contact for all incoming technical support requests across the organization. This role is responsible for providing timely, accurate, and customer focused support for hardware, software, network, and account related issues. The role requires the need to troubleshoot routine incidents, perform initial diagnostics, document findings, and escalate complex issues to higher support when necessary.In addition to resolving day to day technical problems, this role is to maintain detailed case records, follows established IT processes, and contributes to a positive end user experience. This position plays a critical role in ensuring operational continuity and reinforcing IT best practices across the business.Logistics:Location: Onsite - Denver, HQ Greenwood VillageHours: Full TimeDuties/Responsibilities:Intake & Triage: Maintaining oversight of inbound cases and ensuring initial contact with requestor with a primary focus on First Contact Resolution (when able)Troubleshooting: Diagnosing and resolving hardware and software issues for end-users.Installation and Configuration:?Installing, configuring, and maintaining operating systems, software, and hardware components, peripherals and patchingUser Support: Providing support to users via phone, email, in-person, or remote access.Software Management:?Installing, updating, and troubleshooting software applications.Hardware Inventory: Accuracy report asset assignments/changes or replacements via existing control process.Escalation: Identifying and escalating complex issues to fellow technicians.Vendor Engagements: Work with existing partners to order devices, engage support or make changes as required by the end user and/or business.Skills/Abilities:Patience and Empathy: Ability to remain patient and empathetic when dealing with frustrated users.Communication Skills: Excellent verbal and written communication skills to effectively interact with users and explain technical information.Customer Service Skills: Ability to provide excellent customer service and build rapport and trust with users.Technical Skills: Operational knowledge of computer hardware, operating systems (Windows, macOS), software applicationsTroubleshooting Skills: Ability to quickly diagnose and resolve technical problems efficiently or engaging your technical resources for support or confirmed hand off.Problem-Solving Skills: Strong analytical and problem-solving skills.Education and Experience:3-5 years of customer support experience with emphasis on remote IT assistance(Like to have) compTIA / A or similar training/certificationFamiliar with case management best practices (SLAs / Average Time to Resolve / First Call Resolution)Physical Requirements (With or without reasonable accommodation):Sitting: Over 70%*** All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Salary : $21 - $29