Provides Tier 1 and 2 IT support out of the corporate headquarters for end users
Local and remote support for computer, printer, phone systems, and basic support for enterprise IT end user needs
Aides projects driven by compliance, information security, systems administration, and network support as required
Team and customer service orientation focus while working well as part of a group
Work in a fast-paced and dynamic environment as a member of IT team to provide day to day support, request fulfillment, incident response, documentation, and follow-up
User creation, modification, termination to include updating Active Directory, distribution lists, user groups, etc.
Respond to inquiries and requests for assistance with the entire organization's computer systems, phone systems and applications
Assist internal customers who are experiencing operational, hardware, application or network connectivity problems with their computer and phone systems
Answer, evaluate, and prioritize incoming phone, ticket, and email requests for technical assistance, escalating more complex problems to next level of technical staff
Log and track support using ticketing, maintain history record, documentation, and follow-up
Use excellent verbal and written communication skills to explain complex ideas and systems to non-technical users
Coordinates with other IT areas to resolve problems if necessary and provides assistance when required
Setup new computer and phone equipment for users and provide new hire training
Create and maintain system documentation and end user training materials
Implement new computer hardware and software technologies
Enhance documentation and automate business processes and technologies to improve end-user support and manage or reduce costs
Teach and assist other members of team as needed on tools, processes, etc.
Assist compliance, information security, systems, and network teams on tasks, changes, projects or other duties as assigned by Manager – Technical Support

Requirements

Must be able to work during normal business hours
Ability to thrive in a hybrid work environment and work in downtown Denver office two days per week at minimum
Ability to work in a fast paced, dynamic, and high achievement environment with a strong work ethic
Grace under pressure and a sense of urgency that puts the customer first.
A professional individual with communication and customer service skills, suitable for a corporate headquarters environment with senior executives.
Strong team orientation, the ability to follow predefined support processes, and the initiative and skill to take tasks to completion successfully.
Ability to work independently with minimal supervision
Ability to periodically re-prioritize tasks as new requests come in or existing tasks get updated
Good troubleshooting skills and willingness to take on all computer related problems in order to meet all company objectives
Ability to provide training, knowledge transfer, and self-help for end users while also assisting them fix problems
Some understanding of networking topologies, security, Ethernet, TCP/IP, DNS, VPN technologies and remote and wireless communication
Some understanding of Microsoft Windows server
Knowledge of software management tools (Desktop Central, inTune, SCCM)
Installation and configuration of all Windows desktop and server operating systems
Understanding of Active Directory and Group Policy and the ability to manage user accounts and utilize tools (ManageEngine, ADManager, DesktopCentral, etc.)
3+ years of IT experience
2+ years desktop support
Some Systems or Network experience a plus
Certification in MCP, ITIL, A+ or Security+ a plus
College degree or trade school a plus
3+ years’ experience with desktops, laptops, printers, and similar hardware technologies
3+ years’ experience with the Microsoft products (e.g. Windows 10, Office Suite / O365, etc.)
3+ years’ experience with ticketing systems and web-based tools
Some experience with full disk encryption technologies

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT supporttroubleshootingActive DirectoryWindows desktop operating systemsWindows servernetworking topologiesTCP/IPVPN technologiessoftware management toolsfull disk encryption technologies

Soft Skills

customer servicecommunicationteam orientationinitiativeproblem-solvingability to work independentlygrace under pressureadaptabilitytraining and knowledge transfertime management

Certifications

MCPITILA+Security+