This position is required to be in the office five days a week based upon business need.

Salary Range: $49,608 - $55,390

Posting Close Date: May 6, 2024

Qualifications:

• 1 – 3 years of experiencing working in a service desk environment
• Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes
• Strong troubleshooting and problem resolution skills
• Strong documentation skills
• Strong written and oral communication skills
• Extensive application support experience with Office, Adobe, web browsers, and other applications
• Working knowledge of basic networking principles including routers, firewalls, and switches
• Experience in highly regulated environments such as HIPAA is a plus
• College graduate with degree in the field of computer science or two years equivalent work experience
• Preferred Certifications: CompTIA A , Network , MCSA

Competencies:

• Traditional laptop and desktop environments
• Active directory domain environment, including Group Policy troubleshooting Microsoft technologies including Windows 10, 11, Office, etc.
• Mac technologies
• Antivirus/Antimalware tools
• Mobile devices, including e-mail setup & troubleshooting
• Operating System Deployment technologies
• Experience with Windows Server is a plus

Essential Functions:

• Provide outstanding customer service by responding quickly, effectively, and courteously to requests received through the IT Service Desk via phone, e-mail, IM, and in-person interaction
• Resolve end user requests with established service level agreements
• Follow standard service desk procedures
• Work with Service Desk staff to assist in documenting processes and procedures for handling common requests including end-users documentation and internal standards
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Provide introductory training to employees in regard to IT equipment and application use
• Log and track all service desk interactions into ticketing system including all successful and unsuccessful steps taken through to final resolution
• Identify and escalate situations requiring urgent attention
• Collaborate with Network and Systems Administrators to ensure efficient operation of the company’s computing environment
• Troubleshoot with all available resources including utilizing diagnostic utilities and software to aid in researching and resolving issues
• Deploy and maintain laptops and desktops as necessary
• Maintain inventory of all equipment, software and software licenses
• Manage mobile devices through mobile device management software
• Perform preventative maintenance including tuning and patching of desktops, laptops and other end user electronic devices
• Assign users and computers to proper groups in Active Directory and Exchange
• Participates in rotating on-call schedule

Working Conditions:

• Moderate physical effort is required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. Requires flexible time schedule, particularly with on-call schedule
• Potential for tight deadlines or time periods of high workload might require additional hours
• Regular and reliable attendance is a requirement
• Working onsite is required due to user interaction requirements
• Ability to perform the essential functions of the job with or without a reasonable accommodation

Delta Dental of Colorado offers a comprehensive compensation and benefits package. Some of the highlights from our benefits package include:

• Generous PTO
• 11 paid holidays
• 6 paid illness days
• Three affordable medical health plans
• Fantastic dental insurance plan
• Vision and hearing plan
• 401(k) match with immediate vesting
• Supplemental retirement savings plan
• Company-paid life insurance, short-term disability, and long-term disability policies
• Wellness program
• Tuition reimbursement
• ECO Passes for team members (we are near a light rail station!)
• Paid volunteer time off

Salary Range: $49,608 - $55,390

Posting Close Date: May 6, 2024

Delta Dental of Colorado is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation, or any other applicable status protected by state or local law.