Desktop Support Technician
Congruex LLC
- Denver, Colorado, United States
- Denver, Colorado, United States
À propos
Reports To: IT Manager
Employment Status: Non-Exempt, Hourly
Primary Location: Denver, CO (Onsite)
Compensation: $28–$35 per Hour
Compensation Note: Salary determined based on skills and experience and equity with other employees in similar role.
Job Overview The Service Desk Technician provides frontline and remote technical support to end-users, resolving common and moderate hardware, software, and network issues while delivering exceptional customer service. Responsibilities include diagnosing and resolving problems, escalating complex issues, managing service requests, documenting solutions, and contributing to service desk process improvements.
Key Job Responsibilities
Respond to all user requests via emails, phone calls, customer portal, and foot traffic
Create, manage, and work all ticket requests in the JIRA IT ticket management system
Resolve all level one and some level two IT related issues
Escalate unresolved issues to senior IT support
Coordinate and follow‑up on all tickets for all levels of support
Provide detailed information regarding solution of all tickets serviced
Add recurring issue resolutions to the IT knowledge base
Install, maintain, and troubleshoot all software and application related issues
Install, repair, and replace all desktops, laptops, mobile devices, printers, VOIP phones, scanners, and copiers
Create, deploy, and manage desktop and laptop images
Provide basic networking (Connection Issues) and authentication support (Domain Login or Application Login)
Coordinate the creation of all new user accounts
Assist users with managing all user accounts
Inventory all on‑hand hardware and software
Physically inventory all hardware annually
Weekly inventory of all software
Maintain records of hardware and equipment in the asset management database (CMDB)
Assist with special projects as deemed necessary
Worksite location may vary depending on business needs (onsite vs remote)
Required Skills & Qualifications General
High school diploma or GED equivalent.
Accustomed to working in a fast paced and changing environment.
Deadline driven, self‑motivated, and technically savvy.
Excellent verbal and written communication skills.
Superior time management skills.
Strong attention to detail.
Ability to be flexible, take direction with ease, including changes to schedule and workflow priorities.
Critical thinking skills: make assessments and provide solutions to problems.
Superior customer service. Dedication to providing customers “White Glove Service.”
Technical
Working knowledge of hardware (desktops, laptops, mobile phones, printers, copiers and VOIP phones)
General networking (TCP/IP, DNS, and WINS)
MacOS and Linux/Unix experience (preferred but not necessary)
Android and iOS experience (preferred but not necessary)
MS Office, Adobe Products, AutoCAD, Quickbooks and WEB applications
Experience performing virus removal in applications such as malware
Desired Skills & Qualifications
Bachelor’s degree (in Science, Technology, Engineering or Mathematics) preferred.
ITIL training preferred.
Benefits Competitive compensation, health benefits, wellness resources, 401(k) retirement planning, and employee recognition and leadership development programs. Options may vary by geographic location.
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Compétences linguistiques
- English
Avis aux utilisateurs
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