IT Support Technician

Position: IT Support Technician

Location: Denver, CO

Duration: 7+ Months (Possible Extension)

Description

Note: Please ensure that they know we do not cover parking and this would be on the vendor or contractor. This has been a spot of contention with the last two contracts.

Shift: 7:30 AM MT to 4:30 PM MT Monday - Friday / Onsite

IT Support Technician Windows 11 Deployment, Migration, Support

The IT Support Team is the first point of contact for Ardent Mills team members in need of IT services or support. The principal goal of the team is to provide excellent support by troubleshooting issues, fulfilling requests, and providing technical guidance at the first point of contact. This may involve direct interaction via in person, phone, or chat, responding to inquiries via email or the end user portal, or interacting with users through screen sharing and other virtual means.

We are seeking a skilled and experienced contractor for 6-month engagement on our Windows 11 deployment. The primary responsibility of this role is to support the deployment of Windows 11 on new devices and manage the upgrade from Windows 10 to Windows 11 on existing devices. The contractor will also provide post-migration support to end users, addressing any issues or questions that arise.

Your Day to Day

• Respond to incoming requests (e.g., emails, dashboard alerts, text, chat, phone, or in person) and accurately identify, diagnose, prioritize, resolve/escalate the tickets within established SLA standards. Enter/update technical problems, causes, status, and solutions within the ITSM software.
• Assist in the deployment of Windows 11 on new devices.
• Manage the migration process from Windows 10 to Windows 11 on existing devices.
• Provide technical support to end users during and after the migration process.
• Troubleshoot and resolve any issues related to the deployment and migration.
• Offer guidance and answer questions from end users regarding Windows 11 features and functionalities.
• Collaborate with the tech support team to ensure a smooth transition and minimal disruption to end users.
• Create and maintain documentation for standard Technical Support policies, procedures, and practices. Develop how-to documentation, training material, and FAQs for Ardent Mills' team members (end users).
• Work effectively in a team environment to provide support to our end users with a positive customer service attitude.

Essential Skills and Experience

• Experience providing excellent customer service
• Highly self-motivated and directed with keen attention to detail
• 1+ years experience in technical support
• Be tech savvy and able to learn new technology quickly
• Exhibit a strong work ethic and responsible behavior and must maintain the confidentiality of information at all times
• Proven experience in deploying and migrating Windows operating systems, particularly Windows 10 and Windows 11.
• Strong knowledge of Windows 11 features, settings, and troubleshooting techniques.
• Familiarity with O365 and standard software suites.
• Familiarity with Microsoft Admin Portals (Exchange, O365, Azure, etc.)
• Experience with device endpoint management, including configuring, testing, and deploying machines using Autopilot/Intune or similar tools
• Knowledge of SCCM or other endpoint management tools
• Understanding of Active Directory (group policy management, Sites and Services, Users and Groups)
• Excellent interpersonal skills with both technical and non-technical personnel.

Good to Have

• Experience in large organizations with enterprise-level deployments and migrations.
• Knowledge of scripting and automation tools to streamline the deployment and migration process.
• Experience with ServiceNow or similar ITSM software
• Experience with project management, change management, and basic ITIL principles
• Bachelor s degree in computer science or a related field

Other Considerations

• Conditions include working inside, occasionally working around machines with moving parts/objects, and occasionally lifting devices or boxes weighing up to 50 pounds.

Related Questions:

What are the 3-5 primary specific duties/responsibilities on a daily basis for this role?? ?

• Assist in the deployment of Windows 11 on new devices.
• Manage the migration process from Windows 10 to Windows 11 on existing devices.
• Provide technical support to end users during and after the migration process.

Could you provide a little background on the department and the team they will be working on? This role will be apart of the Help Desk team and report to IT Application Support Manager, which oversees the Help Desk, L2 Support teams, and small enhancements development team.

What are some must haves on a resume that would stand out from candidates? ?

• Proven experience in deploying and migrating Windows operating systems, particularly Windows 10 and Windows 11.
• Understanding of Active Directory (group policy management, Sites and Services, Users and Groups)
• Familiarity with O365 and standard software suites.?

What are some disqualifiers? Less than 1 year of hands-on experience on an IT Help Desk

What is your timeline for reviewing, interviewing, and hiring a candidate? Immediate need

What is the interview process for this role? ?

• First round virtual interview with IT Applications Support Manager.
• Second round interview with technical members of the Help Desk team.?

What would a typical day look like in this role as far as workload? Answering support phone calls, responding to chat, email, and tickets in ServiceNow

What are the expectations, standards, productivity metrics, etc. for this role? Productivity metrics will measure agent time to resolve for issues and time to fulfill for requests.

Is there a chance this will be extended? Possible

What are the bare minimum years of relevant experience a candidate can have for the role? 1 year of experience on an IT Help Desk is the bare minimum, preferably more experience and in a large, enterprise-wide setting.

Why is the role open Newly created, Backfill, Project based (please provide details of project)? Newly created

What are the Personality/Cultural fits needed to be successful? Strong customer service/empathy, excellent communicator, collaboration, team player

Will it be 100% remote / hybrid / onsite job? Full-time Onsite with possibility of moving to hybrid at later date. Please note parking downtown is not covered by Ardent Mills and, if needed, will need to be provide by vendor and/or contractor.

No. of work hours per week? Expected Changes in Shift/Duties? 8 hour shift, 40 hours per week. 7:30 am MT to 4:30 pm MT Monday to Friday.