Service Desk Specialist

4 weeks ago


Colorado Springs, United States RainTech Full time

RainTech is a growing Managed Service Provider (MSP/MSSP) in downtown Colorado Springs that started in 2001, and we are excited to offer a position for a full-time Tier II Service Desk Technician who wants to grow with us Join a team of professionals passionate about best-in-class service

 

Job Description:

We are seeking a detail-oriented and customer-focused technician to join our team. You would be responsible for triaging, troubleshooting, and resolving various technical issues, primarily focused on Windows workstations, Microsoft 365, Windows servers, and various business-critical applications. When not working on escalated tickets, this role would also help other team members triage incoming calls and emails.

·      Strong analytical and problem-solving skills.

·      Ability to work effectively both independently and as part of a team.

·      Efficiently triage and resolve Service Desk tickets using various resources such as internal documentation, the OSI model, internet resources, artificial intelligence, and coworkers/escalation resources (We’ve got your back)

·      Focus on delivering permanent and proactive solutions rather than temporary fixes, ensuring a high level of uptime and service.

·      Thoroughly document troubleshooting processes, findings, and resolutions within our ticketing system and internal documentation of standards and solutions.

·      Maintain high-touch communication with customers and vendors through our ticketing system (Autotask), email, phones, and occasionally in-person on-site with the customer.

·      Open and manage tickets with Microsoft or other vendors as needed.

·      Commitment to professional development and continuous learning.

·      Exhibit courteous and humble behavior, maintaining professionalism in all customer interactions.


Experience:

·      (Required) Helpdesk / Service Desk experience

·      (Preferred) Managed Service Provider (MSP) Previous Employment 1+ Years

·      (Required) Microsoft Windows Desktop 10 and 11

·      (Preferred) MacOS

·      (Preferred) Microsoft Windows Server

·      (Preferred) Group Policy Administration

·      (Preferred) PowerShell Scripting

·      (Preferred) CompTIA Net+ and Microsoft Certifications


Benefits:

·      401(k) + Matching

·      Health, Vision, and Dental insurance

·      Health Savings Account

·      Life Insurance

·      Planned Time Off: Unlimited*

·      Unplanned Time Off: 48 hours

·      Parental Leave

·      Professional Development Assistance

·      Moving or Homebuying Assistance*

·      Lifestyle Savings Account Program

·      Office Snacks and Drinks

·      Meditation Room with Massage Chair

·      And More


This position offers a dynamic work environment where proactive and efficient problem-solving is highly valued. If you are a team player eager to learn and grow while making a tangible impact on business operations, we encourage you to apply.


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