End User Support Specialist

4 weeks ago

Longmont, United States Intrado Full time
Job DescriptionJob Description

The Technician 3 provides advanced technical support to end-users, addressing complex hardware and software issues. This role involves managing escalated support requests, mentoring junior technicians, and ensuring the efficient operation of IT systems. The technician will also participate in projects to improve the IT infrastructure and support processes.

This role is hybrid- targeting (3) days in office (Tues-Thur) at our Longmont location- 

1601 Dry Creek Drive Longmont CO 80503

Key Responsibilities

  • Advanced Technical Support: Resolve complex technical issues involving hardware, software, network, and peripheral equipment.
  • Ticket Management: Handle escalated support tickets from lower-level technicians and ensure timely resolution.
  • Troubleshooting: Perform thorough troubleshooting using advanced diagnostic techniques and tools.
  • User Assistance: Provide exceptional customer service and user support for technical problems via phone, email, or in-person.
  • Documentation: Maintain detailed documentation of support activities, resolutions, and processes.
  • Training and Mentoring: Assist in training and mentoring junior help desk technicians, sharing knowledge and best practices.
  • System Maintenance: Participate in the maintenance, upgrading, and configuration of IT systems and applications.
  • Project Participation: Contribute to IT projects, including system upgrades, migrations, and deployments.
  • Incident Management: Act as a key player in incident management, helping to identify, document, and resolve major incidents.
  • Security Compliance: Ensure compliance with IT security policies and procedures.

Required Skills and Qualifications

  • Experience: Minimum of 5 years in a help desk or technical support role.
  • Technical Proficiency: Advanced knowledge of Windows and macOS operating systems, network troubleshooting, and common business software applications.
  • Certifications: Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Professional (MCP), or similar is helpful but not required
  • Problem-Solving Skills: Strong analytical and troubleshooting skills with the ability to resolve complex technical issues.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
  • Customer Service: Demonstrated ability to provide high-quality customer service and support.
  • Team Collaboration: Ability to work effectively in a team environment and collaborate with other IT professionals.
  • Project Management: Basic understanding of project management principles and the ability to contribute to IT projects.

Preferred Skills

  • Scripting and Automation: Experience with scripting languages (e.g., PowerShell, Python) to automate tasks.
  • Cloud Services: Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
  • ITIL Knowledge: Understanding of ITIL practices and frameworks for IT service management.

Working Conditions

  • Environment: Office environment with occasional requirements to work off-hours for maintenance or emergency support.
  • Physical Requirements: Ability to lift and move computer equipment as needed.

Education:

  • High school diploma or GED required
  • Associate degree from an accredited college or university in computer science, MIS, or a related field is preferred. 
    • Equivalent work experience in a similar position may be substituted for educational requirements

Benefits & Compensation: 

Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond – tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity and pet insurances, identity protection and more Apply today to join us in work worth doing

The hiring range for this position is anticipated between $22.50 -$30 an hour and will be commensurate with experience.

Company DescriptionIntrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events.
Today, our cutting-edge SaaS company is at the forefront of transforming the 911 emergency response continuum with next generation data-driven software. Intrado’s solutions allow enterprises, call takers, dispatchers, and first responders to make more informed decisions, respond quickly and safely, and ultimately serve their communities better.Company DescriptionIntrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events.\r
Today, our cutting-edge SaaS company is at the forefront of transforming the 911 emergency response continuum with next generation data-driven software. Intrado’s solutions allow enterprises, call takers, dispatchers, and first responders to make more informed decisions, respond quickly and safely, and ultimately serve their communities better.

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