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Tier 1 Help Desk Specialist

Job Description


Our client is seeking a Tier I Help Desk Specialist for an exciting contract to hire scenario. The Tier I Help Desk Specialist is responsible for managing and supporting the technology service and support needs of staff, primarily in Colorado Springs but also around the globe. This person is the first point of contact between end-users and IT and will actively pursue a strategic and proactive support role to empower end-users through training and implementation of technology tools and services. This person will provide both hardware and software support across multiple platforms, technologies, and operating systems, all of which will comprise desktops, workstations, mobile devices, and technology systems and applications.

DUTIES:

  1. Help Desk Administration
    1. Manage help desk system and be the first point-of-contact for end users requiring IT support. Provide level 1 and 2 technical support for various tickets that come in.
    2. Assign tickets to other staff as required. Able to escalate appropriately.

  1. Setup & Training
    1. Set-up systems for new users based on guidelines established by IT.
    2. Provide training for new users on computer systems & software platforms, as well as desk phones.
    3. Setup new T-Mobile devices for users as needed, and work with T-Mobile on upgrades.

  1. A/V and event support
    1. Provide A/V support for board, staff & public events, including managing audio equipment, projectors, televisions, PowerPoint presentations, and the like. Able to troubleshoot issues and help support a smooth-running experience.
    2. Be a go-to person for technical support during events.
    3. Set-up and manage Zoom presentations when required, including managing all staff zoom meetings, recordings, Zoom Rooms, and the like.
    4. Work with the IT team to manage A/V in conference rooms to ensure top-quality IT support for conference rooms.

  1. Administration
    1. Contribute to the creation, facilitation and maintenance of all documentation related to IT including user documentation, best practices, FAQs, eLearning courses, and the like.
    2. Assist the Associate Director, Technology Solutions in the management of IT department files, including physical files, box.com files, vendor contracts.
    3. Responsible for maintaining an inventory of all IT equipment and staying abreast of needs for new computers. Create and manage a schedule for system replacements and upgrades.



REQUIREMENTS:

  • 1+ years of overall experience in IT technical support and help desk, both hardware and software.
  • Degree in information technology or related field a plus.
  • ITIL, A+ CompTIA or other training/experience/certifications are beneficial.
  • Deep commitment to end-user satisfaction with strong interpersonal skills in cross cultural communication and responsiveness.
  • Detailed knowledge of past and current Microsoft Windows, OS X, iOS, and Android operating systems, as well as Dell and Apple hardware. Experience with device management tools a plus.
  • Detailed knowledge of various software and SaaS platforms, including Microsoft Office, Office 365/Exchange, antivirus solutions (such as ESET), Box.com and other file collaboration tools, Adobe Creative Suite, Zoom. Helpful to have experience using Spiceworks ticketing support software.
  • Ability to maintain confidentiality and discretion, as access to confidential and proprietary information may be gained in the course of performing job duties.
  • Proactive, eager to create long-term solutions and learning opportunities rather than just 'putting out fires.'
  • Experience pulling and terminating network cables a plus.
  • Lifelong learner, passionate about technology and learning new industry trends, platforms, tools & technologies.
  • Able to work independently and problem solve, relying on self-obtained resources to solve problems.
  • Strong time management and task prioritization skills.
  • Strong written and verbal communication skills in cross-cultural environments.

Job Requirements

 

Job Snapshot

Location US-CO-Colorado Springs
Employment Type Full-Time Employee
Pay Type Year
Pay Rate N/A
Store Type Information Technology
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Company Overview

SNI Technology

SNI Technology® is one of the fastest growing technology recruitment companies in the country specializing in technical careers and temporary jobs. We uniquely align with our clients and the candidates we represent, because our staff is hired from the industry we serve. We offer technical talent and employment opportunities on a contract, contract–to–hire, and a direct–hire basis in a wide variety of disciplines from helpdesk professionals to the most cutting-edge software architects. Learn More

Contact Information

US-CO-Colorado Springs
SNI Technology
Snapshot
SNI Technology
Company:
US-CO-Colorado Springs
Location:
Full-Time Employee
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Information Technology
Store Type:

Job Description


Our client is seeking a Tier I Help Desk Specialist for an exciting contract to hire scenario. The Tier I Help Desk Specialist is responsible for managing and supporting the technology service and support needs of staff, primarily in Colorado Springs but also around the globe. This person is the first point of contact between end-users and IT and will actively pursue a strategic and proactive support role to empower end-users through training and implementation of technology tools and services. This person will provide both hardware and software support across multiple platforms, technologies, and operating systems, all of which will comprise desktops, workstations, mobile devices, and technology systems and applications.

DUTIES:

  1. Help Desk Administration
    1. Manage help desk system and be the first point-of-contact for end users requiring IT support. Provide level 1 and 2 technical support for various tickets that come in.
    2. Assign tickets to other staff as required. Able to escalate appropriately.

  1. Setup & Training
    1. Set-up systems for new users based on guidelines established by IT.
    2. Provide training for new users on computer systems & software platforms, as well as desk phones.
    3. Setup new T-Mobile devices for users as needed, and work with T-Mobile on upgrades.

  1. A/V and event support
    1. Provide A/V support for board, staff & public events, including managing audio equipment, projectors, televisions, PowerPoint presentations, and the like. Able to troubleshoot issues and help support a smooth-running experience.
    2. Be a go-to person for technical support during events.
    3. Set-up and manage Zoom presentations when required, including managing all staff zoom meetings, recordings, Zoom Rooms, and the like.
    4. Work with the IT team to manage A/V in conference rooms to ensure top-quality IT support for conference rooms.

  1. Administration
    1. Contribute to the creation, facilitation and maintenance of all documentation related to IT including user documentation, best practices, FAQs, eLearning courses, and the like.
    2. Assist the Associate Director, Technology Solutions in the management of IT department files, including physical files, box.com files, vendor contracts.
    3. Responsible for maintaining an inventory of all IT equipment and staying abreast of needs for new computers. Create and manage a schedule for system replacements and upgrades.



REQUIREMENTS:

  • 1+ years of overall experience in IT technical support and help desk, both hardware and software.
  • Degree in information technology or related field a plus.
  • ITIL, A+ CompTIA or other training/experience/certifications are beneficial.
  • Deep commitment to end-user satisfaction with strong interpersonal skills in cross cultural communication and responsiveness.
  • Detailed knowledge of past and current Microsoft Windows, OS X, iOS, and Android operating systems, as well as Dell and Apple hardware. Experience with device management tools a plus.
  • Detailed knowledge of various software and SaaS platforms, including Microsoft Office, Office 365/Exchange, antivirus solutions (such as ESET), Box.com and other file collaboration tools, Adobe Creative Suite, Zoom. Helpful to have experience using Spiceworks ticketing support software.
  • Ability to maintain confidentiality and discretion, as access to confidential and proprietary information may be gained in the course of performing job duties.
  • Proactive, eager to create long-term solutions and learning opportunities rather than just 'putting out fires.'
  • Experience pulling and terminating network cables a plus.
  • Lifelong learner, passionate about technology and learning new industry trends, platforms, tools & technologies.
  • Able to work independently and problem solve, relying on self-obtained resources to solve problems.
  • Strong time management and task prioritization skills.
  • Strong written and verbal communication skills in cross-cultural environments.

Job Requirements

 
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