Technical Support Specialist

4 weeks ago


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

We are a managed technology solutions provider that offers a unique strategic approach to Business-Driven IT. Our team of experts helps companies elevate their technology, so they can accelerate their business. We provide reliable, scalable, and secure cloud technology solutions, including people, process, and technology, designed to maximize the return on technology investments.

We exist to serve our community of clients and employees and are always excited to meet new people who share our passion for technology services that help companies grow.

Our Culture:

We subscribe to the following beliefs:

1. Companies need a trusted technology partner that can provide both tactical and strategic expertise.

2. Companies deserve a higher level of customer service put into simple terms for users.

3. Small and Mid-market companies deserve an executive approach to manage technology from credible, well-credentialed, and proven technology leaders.

4. Companies need a strategic partner to introduce emerging technologies and optimize their return on technology investments.

To be the strategic partner our clients need, we embrace a TEAM mission:

T = Timeliness; We will be responsive to our customers' technology needs anytime.

E = Empathy; We seek to understand the business, which ensures we always deliver value.

A = Accurate, Reliable & Secure; We keep businesses running smoothly and securely.

M = Made Simple; We promise to keep our solutions and communications as simple as possible.

Key Responsibilities:

We are looking for a high-integrity, process-driven, and entrepreneurial Technical Analyst to deliver outstanding, empathetic, and knowledgeable support to assist and resolve issues encountered by technology users. The Technical Analyst position is a key role for providing direct support to Elevate's customers.

The ideal candidate will leverage IT best practices to create and improve existing support procedures and use innovative technology solutions, with a hyper-focus on the cloud, to solve problems. Additionally, this individual will be responsible for technology projects, including technology service provisioning/installation, new computer setup, software installations, and other projects as assigned.

Responsibilities:


Analyze and resolve more complex technology issues with the appropriate priority and in appropriate timeliness, including phone, computer, tablet, computer servers, computer programs, and application configuration changes, network switches, network firewalls, computer wiring.


Configure and/or provision computers for new end users, including applications, security, and support software.


Enter all issue information in the Elevate IT Service Management platform and create/deliver reports to Elevate staff and customer management teams on the performance of IT support.


Design and develop standard operating procedures for support and document new areas of knowledge and new standard operating procedures. Contribute to process improvements in Support Services standards.


Report on ITSM key performance indicators, such as Incident Volume, Mean-Time-To-Resolve, Problems, Changes.


Set the example to all teammates by improving customer service delivery through identifying gaps in current services, recognizing areas to create new services, and challenging those around you to elevate their performance.


Communicate transparently and authentically with all those that contact the help desk and ensure that all users are completely satisfied with the services they receive.


Manage the communication standard that covers all IT events, including project deployments and unplanned system/network outages. Ensure supplier performance in IT communications.


Plan, design, and implement IT projects as assigned, considering suitable levels of quality and scale; leverage suppliers appropriately in this activity.


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

Requirements:


2 years in the Information Technology processes of an organization.


Experience supporting a distributed user/infrastructure technology environment or similar/related technical environments.


Experience with Microsoft applications, including Active Directory and O365 suite.


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


Experience with troubleshooting computer hardware and network configurations.


Experience with ticketing systems.


Good communication and writing skills.


Driver's license and a functioning vehicle (for the occasional on-site need).


Possess a smartphone with the ability to text, work with mobile apps, and capture pictures/video.

Preferred Qualifications:


Experience with technology provided by Vonage, Fortinet, Juniper, Lenovo, and Dell.


Experience supporting and troubleshooting Financial, ERP, and POS software applications.


Experience with Autotask and Webroot.


Experience with ITSM and ITIL; ITIL Foundation certification.


Network+, Security+, or other technical certifications.


Bachelor degree.

This is a great opportunity for growth and development. We have an expectation that you want to embrace onboarding clients, client success, and optimizing our support processes.

Why we really like working here:


Early-stage company where everyone has a significant contribution to our growth.


Friendly company atmosphere with abundance of grace.


We have an Australian


Belief in a holistic view of employee satisfaction, backed up by paid time off, company-paid training, great health insurance plan, and 401k.


Competitive salaries.


We work closely with our customers, frequently in their office, and like that our customers are in Denver.


Significant opportunity for career development and growth as an early team member.


Awesome office in Denver Tech Center: walking distance to Landmark's restaurants, theaters, shops, and close to Belleview Light Rail Station.

Do you sound like our new Technical Analyst? Great. Please apply below because we love having epic conversations with amazing people.

*We realize your time is valuable, so please do not apply if you do not have the minimum qualifications. Thank you.*



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