Service Desk Technician

IT Service Desk Technician

LMI is seeking an IT Service Desk Technician to support our Colorado Springs, CO office. This role is responsible for identifying, isolating, and resolving hardware, software, and AV technology tickets for LMI staff and clients. This person coordinates referrals with appropriate technical, professional, and service personnel for follow-ups, training, repairs, and other services. The ideal candidate is expected to be on-site, Monday through Friday, 8:00AM to 5:00PM mountain time.

Tasks & Technologies

• Maintain, analyze, troubleshoot, and repair LMI computer systems, hardware, software, computer peripherals, and end-user devices.
• Provide support in areas of account creation, maintenance, and removal, standard desktop applications, and corporate applications.
• Provide real-time support of AV equipment and teleconference software during and prior to meetings/conferences as needed.
• Support systems, users, and applications in a geographically dispersed workforce.
• Maintain a sufficient IT home environment (high-speed internet service) and provide remote support from home as needed.
• Connect personal smart phone to LMI's MDM to have access to LMI resources on that device.

Documentation & Communication

• Using the IT Service Management (ITSM) system, log and track all incoming IT related tickets from help desk calls, walk-ins, and self-service queue.
• Ensure all actions are professionally and thoroughly documented per ISO 20000-1:2018 standards within the ticketing system (ServiceNow) and communicated to end-users.
• Contribute to continuous improvement and enhance the quality of service by reducing costs, improving ticket processing, and sharing solutions which may improve user experience or workflows with the team and the management chain.
• Create, update, and maintain knowledge base articles that are part of ServiceNow.

Policies & Procedures

• During initial contact with user, attempt to isolate and resolve the problem.
• Conduct triage and troubleshooting of incoming issues with other support tiers as needed to identify root cause and resolution.
• Ensure tickets are addressed within applicable SLA timelines and in alignment with best practices.
• Escalate tickets needing tier 3 assistance to the appropriate workgroup.
• Coordinate referrals for appropriate technical repairs, training, and resolution follow-up.

Time & Travel

• Perform support duties during occasional weekend and off-hour times as needed.
• Travel as needed.

Experience

• 3+ years of help desk experience.
• Experience using ticket management software (ServiceNow highly preferred).
• Experience supporting computing hardware, software applications, operating systems, and network connectivity.
• Experience working within a secure space
• Prefer Security+ or equivalent certification
• Experience with MacOS, Microsoft Windows 10 & 11, Microsoft 365, Android, and iOS preferred. Linux appreciated but not required.
• Degree in a technical field preferred.
• Audio/Visual acumen.

Necessary Traits

• Ability to explain and document technical information clearly to non-technical users.
• Ability to be patient, empathetic, and customer-focused to improve end-user satisfaction.
• Ability to prioritize tasks and manage time effectively to handle multiple issues simultaneously.
• Understanding of basic cybersecurity practices to help users avoid common security threats.
• Demonstrated analytical and problem-solving abilities, as well as attention to detail.
• Must possess strong interpersonal and information-gathering skills.
• Demonstrate confidence and resilience to make ethical decisions and advocate for best practices, ensuring alignment with organizational values and goals.
• Strong organizational skills.
• Possess excellent customer service skills.
• Ability to obtain a high level security clearance.