Desktop Technical Support

Hello,

SpiceOrb is looking for Desktop Support Engineer

Role: Desktop/IT support
Location: Denver CO (100% onsite)
Top skills: Windows/Mac, Office 365, Cloud infra, Imaging, Troubleshooting etc

Exp: 5 - 8 years

Job Description:

Associate will identify, deliver, and install electronic equipment at end user desks. They will also assist users with Video Conference meeting setup as well as troubleshoot any Video Conferencing issues. This position will also keep accurate inventory, as well as maintain a neat and orderly stock room. They will do some light end user one on one training to help users understand and adopt technology. They will help employees with hands on IT issues but will also have to be able to direct IT support to an internal IT support desk.

Staff TechZone desk during office hours (09:00 AM PST to 5 PM PST). Hours may change to accommodate special company events
Use Service-Now to accept, work, and resolve incidents
Open incidents and requests in Service-Now
Communicate with internal IT employees and end users in an effective and professional manner
Be prepared to offer one on one training using already created training materials
Install electronic equipment including but not limited to carrying equipment, installing equipment, and removing old equipment as well as trash
Image laptops and desktops (Windows / Mac)
Assist with Video Conferencing setup, and troubleshooting
Desk setups, end user desk moves, and removal of electronic equipment
Strong organizational skills
Track, maintain, and organize electronic equipment stock. This includes, but is not limited to laptops, monitors, cables, headsets, adapters, and printers.
Exemplary customer service skills are mandatory, along with the ability to empathize with customers and their needs
Must be able to move at a quick pace
Must be able to prioritize several concurrent issues to address the most urgent first
Direct end users to an internal IT support desk for any duties not described above
Works with customer IT leadership to ensure any personnel problems that arise are handled and resolved within 90 days or automatic dismissal of individual resource will occur
Assist Customer US locale facilities team with local IT related needs
Assist users based out of US locale with their local IT related needs. Ex. Shipping of laptops, accessories etc.
Must be proficient in assisting customers users with their technical needs with the following devices: with laptop, desktop, desk phones, headsets, mouse, keyboard, mobile devices (iOS, Android), printing, faxing, scanning
Alert (when applicable) IT management of IT issues that may be developing in US office or global IT system. Ex: SSO is down, or no one can print in US office.
Prioritize the needs of VIP members
Shadow and familiarize with white glove

Follow/update runbook/SOP to monitor, track and co-ordinate to closure/service requests

4) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity
5) Update SOP with updated troubleshooting instructions and process changes
6) Mentor new team members in understanding customer infrastructure and processesTypical performance measures:
7) SLA Adherence
8) Compliance towards runbook based troubleshooting process
9) Time bound elevations and routing of tickets OLA Adherence
10) Schedule Adherence in managing ticket backlogs
11) # of Company in internal/external audits
12) Number of KB changes suggested
13) Production readiness of new joiners within agreed timeline by one-on-one mentorship
14) % Completion of all mandatory training requirements Performance Areas:
Monitoring:
Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere.