Senior Desktop Support Technician

Senior Support Desk Technician

Our client is looking for an experienced Senior Support Desk Technician at our National Support Center, located in south Denver, Colorado, who will provide fast and useful technical assistance, and is responsible for providing general support to our corporate and field employees. The candidate should be familiar with maintenance and support of a Windows enterprise environment. The candidate will also be responsible for mentoring and developing junior members of the IT support team, and assisting other team members with escalations and guidance to solve support tickets.

Candidate must have great technical knowledge and be able to communicate effectively, to understand the problem and to explain its solution, in addition to documenting their resolutions within their support tickets. Must be customer-oriented, patient, and can troubleshoot issues in person or over the phone.

Essential Functions:

This position is required to 1) represent our client positively and professionally during work hours with employees; 2) adhere to all client policies, procedures, and standards; 3) comply with all directives from management; and 4) perform the essential functions of the position in a manner satisfactory to management. The essential functions for this position include but are not strictly limited to:

• Support an Azure Active Directory environment including the IAM lifecycle.
• Manage Microsoft technologies in a Windows Enterprise environment, including Microsoft Office 365 and Microsoft Endpoint Manager.
• Identify, diagnose, and resolve problems for local and remote end-users for approved hardware and software.
• Follow support processes with attention to detail.
• Research issues using available information resources and escalate issues to the appropriate resource.
• Log service incidents and requests through the ticketing system.
• Identify and escalate incidents requiring urgent attention.
• Mentor other members of the support team.
• Communicate with users on the status of incidents and requests.
• Ensure incidents are complete and resolved from start to finish promptly.
• Identify and escalate application incidents and drive issue resolution together with co-workers.
• Explain concepts to users in laymen's terms during projects and support duties.
• Communicate in a personable, positive, and friendly style.

Skills & Experience:

• 3 - 5 years of experience in a desktop support role.
• Windows 10 configurations and support experience on multiple hardware platforms.
• Knowledge of Microsoft Office and Office 365.
• Knowledge of Microsoft Exchange, Active Directory, OneDrive and SharePoint preferred.
• Knowledge of mobile and telecom devices and services such as RingCentral, Dialpad or other VoIP systems, and various cell phone platforms.
• Basic network troubleshooting skills.
• Printer configuration and support.
• Experience supporting software applications such as JD Edwards EnterpriseOne and cloud-based solutions such as Salesforce.
• Ability to establish and maintain positive and effective work relationships with co-workers, end-users, and technology providers.
• Ability to multitask and prioritize deadlines to meet required schedules.
• Ability to express technical terms in basic language, both verbally and written.
• Ability to troubleshoot hardware issues and perform minor repairs/upgrades when needed.
• Familiar with Microsoft Device Management imaging process.
• Familiar with remote controlling machines using remote access tools.

Qualifications:

To perform this job successfully, an individual must be able to perform each of the above essential functions/required skills/responsibilities/duties satisfactorily as determined solely by management. The minimum qualifications listed below are representative of the knowledge, skills, and abilities required to successfully perform in this position as determined by management. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

Minimum Education Required:

• BS in Computer Science and/or equivalent work experience.

Minimum Job, Knowledge and/or Skills Experience Required:

• Three years Microsoft Windows administration, MS Certs are a plus.
• Three years minimum experience in information technology in a large complex environment.

Minimum Communication Skills Required:

• Ability to read, write and understand instructions given orally, in writing and/or in diagram form.
• Ability to prepare written correspondence and reports that are grammatically correct and create a professional image.
• Ability to effectively communicate with executives, management, suppliers, customers, employees and commercial accounts in a wide range of situations.
• Ability to effectively present information orally in one-on-one and small group situations to customers, and employees and if necessary, the general public.

Work Environment:

Duties are performed in the following work environments: 100 % Office and 0 % Field.

Travel:

Position requires 0 % to 10 % travel.