IT Service Desk Specialist

Miracle Software systems looking for IT Service Desk Specialist for the location Denver, CO(Onsite) for 12+ months contract and below is the job details.

Functions/Description/Responsibiliies
Provide 1st line support for all JHI employees (US, EMEA, APAC) Escalation of Incidents to Global Senior IT Service Desk Specialist and ensuring tickets are escalated appropriately and in a timely manner meeting SLAs Act as a point of contact for Incidents and Service Requests for end- users Answering all telephone calls, emails, and walk-ups to the Global IT Service Desk Resolving and escalating Incidents and Service Requests within agreed SLAs Manage and ensure On/Off-Boarding processes are carried through for JHI employees Conduct New Joiner IT induction alongside user training on Internal applications as required for new employee orientation Perform Vendor Management duties requiring collaboration with 3rd party vendors outside of the company such as Dell to troubleshoot/fix hardware problems with company equipment Documentation - Assist with creating, updating, and maintaining support documentation for internal teams Hardware Support - Unbox, image, configure, test, deploy and troubleshoot desktops / laptops and common peripherals including monitors, docking stations Hardware Asset Management - Input, update, decommission assets in HAM, following all asset management processes and procedures Windows & Mac troubleshooting experience IPhone/iPad Support - Receive, configure, test, and deploy alongside of supporting replacement devices. Assist end users with questions with set-up and support questions Software Support - Assist with install and uninstall of standard software.
Assist and train users, when necessary, on common In-production applications VIP Support - Provide onsite white glove support, build strong relationships
With executives, support staff, promptly assisting them with thelr questions, Incidents, and service requests Feed into the Continuous Service. Improvement Plan, participating in team meetings Participate in floor walking duties, responding to Individual queries, problems, tasks. Tracking Issues via ServiceNow Attend and participate in meetings as needed Participate in on-going projects as required Participate In shift and on-call rotation(quarterly) for afterhours support Occasional requirement to work scheduled weekend to handle moves adds and changes Carry out additional duties as assigned Exerting up to 25 pounds (12kg) of force occasionally and/or negligible amount of force frequently or constantly to lift carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. Required to have close visual aculty to perform an activity such as: preparing and analysing data and figures; transcribing; viewing a computer terminal; extensive reading. Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances, lift and small carry parcels, packages and other items. Some work requires moving and lifting equipment Some periods of time may be spent in computer room and communications equipment spaces for installation, testing, and troubleshooting Hybrid working and reasonable accommodations Generous Holiday policies Paid volunteer time to step away from your desk and into the community Support to grow through professional development courses, tultion/qualification reimbursement and more All- Inclusive approach to Diversity. Equity and Inclusion Maternal/paternal leave benefits and family services Complimentary subscription to
Headspace - the mindfulness app Corporate membership to ClassPass and other health and well-being benefits Unique employee events and programs Including a 14er challenge Complimentary beverages, snacks and all employee Happy Hours

Sales Comments
1+ years In an IT Service Desk support role Knowledge and experience of Windows 10/11 and Office 365 applications Knowledge and experience of supporting desktop and laptop hardware (Dell, Apple Macbook) Strong communication and Interpersonal skills Experience of providing st line
support Excellent problem solving, capable of working to deadlines, high level of attention to detail and have a keen desire to learn and progress
Education Required: Bachelor's degree in an information technology related discipline