IT Support Specialist

1 week ago

Greenwood Village, Colorado, United States Elevate Services Group Full time
About Elevate Services Group:

At Elevate Services Group, we empower organizations to enhance their technological capabilities, enabling them to expedite their business growth. As a managed technology solutions provider, we adopt a distinctive strategic approach to Business-Driven IT. We are not merely consultants or traditional managed services providers; we deliver dependable, scalable, and secure cloud technology solutions that encompass personnel, processes, and technology aimed at maximizing the return on technology investments.

Our mission is to serve our community of clients and employees, and we are always eager to connect with individuals who share our enthusiasm for technology services that facilitate business expansion.

Our Culture:

Elevate is guided by the following principles:

1. Organizations require a trustworthy technology partner capable of providing both tactical and strategic insights.

2. Clients deserve an elevated level of customer service articulated in straightforward terms for users.

3. Small and mid-market organizations warrant an executive approach to technology management from credible and proven technology leaders.

4. Businesses need a strategic ally to introduce innovative technologies and optimize their technology investment returns.

To fulfill the role of a strategic partner, we adhere to a TEAM mission:

T = Timeliness; We will respond promptly to our customers' technology requirements at any time.

E = Empathy; We strive to comprehend the business, ensuring we consistently deliver value.

A = Accurate, Reliable & Secure; We maintain smooth and secure operations for businesses.

M = Made Simple; We commit to keeping our solutions and communications as straightforward as possible.

Key Responsibilities:


• Analyze and resolve complex technology issues with appropriate priority and timeliness, including: phone systems, computers, tablets, servers, application configuration changes, network switches, firewalls, and wiring.


• Configure and provision computers for new users, including necessary applications, security, and support software.


• Document all issue information in the Elevate IT Service Management platform and generate reports for Elevate staff and client management teams regarding IT support performance.


• Develop and document standard operating procedures for support and contribute to process enhancements in Support Services standards.


• Monitor key performance indicators in ITSM such as Incident Volume, Mean-Time-To-Resolve, Problems, and Changes.


• Set an example for teammates by enhancing customer service delivery through identifying service gaps and encouraging performance elevation.


• Communicate transparently with all help desk contacts, ensuring complete user satisfaction with the services provided.


• Manage communication standards for all IT events, including project deployments and unplanned outages, ensuring supplier performance in IT communications.


• Plan, design, and implement assigned IT projects, considering quality and scale; appropriately leverage suppliers in this process.


• Oversee the transition of IT projects into steady-state services by updating the customer's IT Service Catalog and ensuring successful handoffs to suppliers.

Minimum Qualifications:


• 2 years of experience in Information Technology processes within an organization.


• Experience supporting a distributed user/infrastructure technology environment or similar technical settings.


• Proficiency with Microsoft applications, including Active Directory and the O365 suite.


• Familiarity with Microsoft Windows operating environments, both desktop and server, and troubleshooting of Windows 7, 8, 10, and Server from 2008 onward.


• Experience troubleshooting computer hardware and network configurations.


• Proficient in using ticketing systems.


• Strong communication and writing skills.


• Valid driver's license and access to a vehicle for occasional on-site needs.


• Possess a smartphone capable of texting, using mobile apps, and capturing images/videos.

Preferred Qualifications:


• Experience with technologies from Vonage, Fortinet, Juniper, Lenovo, and Dell.


• Background in supporting and troubleshooting Financial, ERP, and POS software applications.


• Familiarity with Autotask and Webroot.


• Knowledge of ITSM and ITIL; ITIL Foundation certification is a plus.


• Network+, Security+, or other relevant technical certifications.


• Bachelor's degree.

This position offers a significant opportunity for growth and development. We expect candidates to embrace client onboarding, client success, and the optimization of our support processes.

Why Elevate Services Group is a Great Place to Work:


• An early-stage company where every team member plays a crucial role in our growth.


• A friendly work environment characterized by an abundance of grace.


• A holistic approach to employee satisfaction, supported by paid time off, company-sponsored training, comprehensive health insurance, and a 401k plan.


• Competitive salary packages.


• Close collaboration with clients, often working in their offices.


• Substantial opportunities for career advancement as an early team member.


• A modern office located in a vibrant area with easy access to amenities.

Are you the Technical Analyst we are looking for? We look forward to engaging in meaningful conversations with exceptional candidates.

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