DeLine Box & Display

IT Specialist

DeLine Box & Display

full-time

Posted on:

Location Type: Hybrid

Location: Denver • Colorado • United States

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Salary

💰 $27 per hour

About the role

  • Help Desk Support (70%) Respond to telephone calls, email and personnel requests for technical support.
  • Primary resource for managing Help Desk ticket queues.
  • Evaluates and escalates support requests as needed.
  • Provide technical assistance for all IT related hardware (phones, AV equipment, printers, PCs, copiers, tablets).
  • Provide hands-on and remote support for Windows, systems in an Active Directory environment, Office 365, and network connectivity.
  • Communicate with software and hardware vendors when appropriate to resolve user issues.
  • Document, track and monitor the problem to ensure a timely resolution in the help desk ticketing system.
  • Ensure that all incidents are promptly and accurately documented so that up-to-date information is available at all times.
  • Track incident from the first report to resolution.
  • Follow-up on resolved incidents to check the quality, get user concurrence of incident closure, and report user satisfaction.
  • Establish and maintain data in a knowledgebase document to capture best practices resolutions to facilitate quicker diagnosis and resolution for future similar incidents.
  • Ability to learn and support multiple proprietary software systems.
  • Provide proactive equipment maintenance to make sure PCs/ Laptops, printers and other hardware are functioning properly.
  • Take measures to avoid downtime and monitor to keep things running smoothly.
  • Ensure that key on-site printers are working and ready for use every day.
  • Stay up to date in technological advancements and trends in IT support.
  • User Training and Asset Management (20%) Provide ad hoc end user training as needed to promote future 'self-troubleshooting'.
  • Assist with new user training and onboarding.
  • Assist with training documentation.
  • Assist with asset management, to include receiving, unpacking, and inventorying new equipment.
  • Assist in the creation and documentation of user machine specification and troubleshooting related to unique specifications.
  • Setup machines for new hires as required.
  • Deploy new PCs as required based on user need and age of hardware.
  • Create a hardware deployment schedule to keep hardware and operating systems current.
  • Assist with the cleaning and redeployment of past employee machines.
  • Manage the deployment of subscription-based software licenses based on user role and job function.
  • Assist with creating and updating knowledge base articles that promote user 'self-troubleshooting'.
  • Network and Firm-Wide Support (10%) Assist in firm wide project rollouts.
  • Assist in new software and hardware vetting, testing, training, and implementations.
  • Recommend network modifications to reduce user problems based on empirical Help Desk issues.
  • Under supervision execute assigned projects related to network upgrade and evolutions.

Requirements

  • 3+ years of experience in supporting firm-wide users both in person and remotely.
  • High School diploma required, Bachelor’s Degree Preferred.
  • Has knowledge of commonly-used computer use concepts, practices, and procedures.
  • Demonstrated experience working with Active Directory Users and Groups Management (ie - edit accounts, manage memberships, disable users, etc).
  • Preferred Certifications Microsoft 365 Fundamentals – MS-900 Microsoft 365 Modern Desktop Administrator – MD-100, MD-101).
  • Strong prioritization skills - understands “urgent” vs “URGENT,” and allocating time appropriately.
  • Excellent problem-solving skills.
  • Ability to perform in a fast-paced deadline driven environment.
  • Ability to take direction.
  • Strong communication skills – both written and verbal.
  • Ability to collaborate and work in a team environment.
  • Takes initiative in improving the team, improving the user experience, and improving your personal skill-set.
  • Ability to carry, lift, and move users’ equipment and network equipment.
  • Ability to work in a sometimes very dusty and dirt-laden environment without breathing or other health issues.
  • Ability to work weekends and/or late hour as required.
  • Must be legally authorized to work in the United States.
  • Must be able to pass a pre-employment drug screen.
  • Must be able to pass a pre-employment background check.
Applicant Tracking System Keywords

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

Hard Skills & Tools
Help Desk SupportActive DirectoryWindowsOffice 365technical assistancehardware maintenanceticketing systemuser trainingasset managementnetwork support
Soft Skills
problem-solvingprioritizationcommunicationcollaborationinitiativeadaptabilityteamworktime managementcustomer serviceattention to detail
Certifications
Microsoft 365 Fundamentals – MS-900Microsoft 365 Modern Desktop Administrator – MD-100Microsoft 365 Modern Desktop Administrator – MD-101