Service Desk Specialist

What this Job Entails:

The IT Support Analyst will help in resolving a variety of technical problems. As a member of our IT team you will be responsible for keeping our client's employees productive and secure by providing world class technology support.

Scope:

• Works on assignments that are moderately difficult, requiring judgment in resolving issues
• Requires some instruction on new assignments and infrequent checks on daily work

Your Roles and Responsibilities:

• Install, upgrade, and support all company desktops/laptops, printers, and other end-user tech in a primarily Apple environment.
• Provide remote IT support to all employees for a wide range of operational tasks, including password resets, access requests, and application support, via Slack, Jira, or email.
• Provide in-person IT support at our client's Denver City location.
• Troubleshoot network connectivity in a LAN/WAN environment and configure end-user devices.
• Assist with the setup, maintenance, and troubleshooting of Zoom rooms to ensure stability during meetings and presentations.
• Configure and manage AV and video conference technology such as Zoom, Chrome Signage, and Envoy, including setup for company all-hands meetings.
• Onboard and train new employees on IT applications and security practices.
• Set up, track, and manage all assigned issues in Jira Service Desk.
• Administer cloud services such as G Suite, Slack, Okta, Duo Security, Jira, Office365, and others.
• Manage and troubleshoot the VOIP telephone system.
• Maintain a well-organized inventory and storage system for all IT hardware and software assets.
• Ensure all client machines meet security protocol standards.
• Respond to and resolve user-reported issues in a timely and efficient manner.
• Troubleshoot and resolve basic networking and connectivity issues.
• Escalate complex technical problems to higher-level support teams as necessary.
• Contribute to the creation and maintenance of IT documentation and knowledge base articles.
• Stay up-to-date with the latest technology trends and best practices to provide excellent service.

Required Qualifications/Skills:

• Associate's degree (A.A) or equivalent from two-year college or technical school and 3 to 5 years’ related experience and/or training; or equivalent combination of education and experience
• G-suite Administration experience
• Simple MDM Experience
• Experience supporting Slack
• Experience supporting and using Okta in an enterprise environment
• Familiarity with Zoom + Zoom/conference room experience
• Atlassian (JIRA/Confluence) experience
• Experience with documentation of repeatable processes
• Familiarity with desktop and server operating systems
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Ability to conduct research into a wide range of computing issues as required
• Ability to present ideas in a user-friendly manner
• Analytical and problem solving abilities
• Exceptional customer service orientation

Preferred Qualifications:

• Salesforce administration experience
• Knowledge of various operating systems and databases
• Knowledge of various programming languages

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers