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IT Support Specialist

2 months ago

Denver, Colorado, United States Brooksource Full time

Compensation: $20-$25/hour DOE

Work Environment: On-site in a dynamic urban setting

Overview of the Role:

Brooksource is seeking dedicated IT Support Specialists to join a highly skilled team of technology professionals. The selected candidates will provide essential support to various city departments. Ideal candidates will possess robust technical knowledge along with excellent communication abilities. Key responsibilities include, but are not limited to, remote troubleshooting of hardware, software, and user accounts, utilizing tools such as ServiceNow, ITSM, SCCM, and O365.

Position Details:

This is a full-time role requiring 40 hours per week. Following initial training, there may be opportunities for remote work. You will collaborate with a team of 12 other IT Support Specialists within a larger organization of approximately 80 personnel across Service Desk, helpdesk, and desktop support.

Key Responsibilities:

  • Diagnose and resolve technical issues via phone and through our ticketing system.
  • Develop and update technical documentation and operational procedures within our knowledge base.
  • Engage effectively with clients, employing appropriate interpersonal skills in both written and verbal communication.
  • Install software applications using internal tools (SCCM).
  • Resolve operating system and application-related issues, including those related to Office 365.

Qualifications:

  • Prior experience in customer service.
  • Strong foundational knowledge of ITSM/ITIL principles.
  • Experience with ServiceNow.
  • Proven track record in supporting end-users in a Service Desk environment, focusing on First Level Resolution (FLR).
  • Commitment to delivering outstanding customer support through proactive engagement and active listening.
  • Strong organizational skills and efficiency.
  • Experience in maintaining and troubleshooting computers, applications, networks, and user accounts in a Windows enterprise setting.
  • Familiarity with Microsoft PowerShell or other scripting languages.

Brooksource is an equal opportunity employer, providing fair employment opportunities to all employees and applicants without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, sexual orientation, gender identity, marital status, amnesty, or status as a covered veteran, in accordance with applicable laws.