Technical Help Desk Associate II

1 week ago

Brighton, United States SNI Companies Full time
Job Description
SNI Technology's top client located in Brighton, CO is immediately seeking to hire two (2) talented Technical Help Desk Associate II/III's for an exciting full-time, 6-month contract position with the opportunity for renewal and/or conversion to permanent upon completion of the contracting portion of the assignmentPlease note this position is an onsite work environment
Remote work is not available for this position

TECHNICAL HELP DESK ASSOCIATE II

The primary responsibility of the Technical Help Desk Associate II (Tier 2) primary responsibility is to provide mid-level hardware and software support for our computing infrastructure
Issues not resolved by Tier 1 support are automatically sent to Tier 2, which offers more in-depth technical support
Tier 2 are technicians who can assist with common mid-level technical questions such as local system set-up, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods.

The position within Office IT support will be primarily the management of the helpdesk: fielding calls, troubleshooting issues remotely as possible, and then escalating to the appropriate next tier desktop support personnel for onsite support
This person will manage the helpdesk, following up on tickets assigned to IT personnel then communicating with team members and the manager, along with providing reports and statistics
This position will also participate in the rotation of a 24/7 on-call pager.

ESSENTIAL DUTIES:
  • Assist customers remotely over the phone, via remote control software, or in person requiring mid-level expertise
  • Troubleshoot and resolve desktop, software, peripheral, and application issues
  • Troubleshoot and resolve mobile computing and communications device issues, e.g
    smartphones and tablets
  • Acts as a mid-level escalation path for issues that require advanced troubleshooting or
  • work beyond established time frames
  • Facilitate warranty service where applicable
  • Accurately and thoroughly record information into ticket tracking software
  • Follows up and communicates ticket information to users when appropriate
  • Participates in the 24/7 on-call pager rotation

QUALIFICATIONS:
Knowledge, Skills, and Abilities:
  • Effective and efficient customer service
  • Strong analytical and problem-solving abilities
  • Self-motivated and organized; able to prioritize and execute tasks under direct supervision
  • Communicate clearly and concisely, both orally and in writing
  • Establish, maintain, and develop positive and harmonious working relationships with customers and colleagues
  • Computer skills: Windows Operating Systems (OS); Microsoft Office products; Android and iOS platforms; Active Directory; local and network-based printing; wired and wireless networking

Required Education and Experience:
  • High school diploma or GED equivalent required
  • Verifiable experience with desktop hardware, software applications, operating systems, and network connectivity

Preferred Education and Experience:
  • Associate or Bachelor's degree preferred

Licenses/Certifications:
  • Possession of, or ability to obtain, a valid Colorado Driver's License

COMPENSATION RANGE
The compensation for this position is in the range of $27 to $37.95 per hour during the 6-month contract duration of the assignment
Please note your actual pay rate will be determined based upon your skills, knowledge, and abilities, including work experience - please talk with your recruiter to learn more

Job Requirements

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