IT Support Technician

Job Title: IT Support Technician

Location: Denver, CO

Duration: 12+ Months

IT Support Technician

The IT Support Team is the first point of contact for 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.

Software/Hardware Support focuses on troubleshooting and improving our end user hardware and software environment. The team collaborates with all business areas to sustain and enhance the technical systems that enable to operate simply and efficiently in both mills and offices. They have a deeper understanding of O365, operating systems, and standard software suites. They also perform life cycle management of IT assets, including laptops, desktops, and peripherals.

Your Day to Day

• Act as a primary support point for hardware, application, and data processing requests and issues from our facilities and offices across North America.
• 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.
• Participate in an after-hours support rotation to provide support to end users.
• Perform escalations to vendors or internal departments when necessary and work with the other party to resolve the issue to the end user's satisfaction.
• Under the direction of senior staff, help create/configure minor enhancements as requested by the business or identified by the application team staff.
• Support projects for software upgrades and new deployments, hardware updates and new deployments, Audio/Visual events.
• Create and maintain documentation for standard Technical Support policies, procedures, and practices. Develop how-to documentation, training material.
• 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 savvy tech 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
• Familiarity with O365 and standard software suites.
• Familiarity with Microsoft Admin Portals (Exchange, O365, Azure, etc.)
• Curious and solutions focused
• Solid documentation skills
• Experience supporting Operating Systems and the O365 Suite
• Excellent interpersonal skills with both technical and non-technical personnel.
• Good to Have
• Experience with device endpoint management, including configuring, testing, and deploying machines using Autopilot/Intune or similar tools
• Knowledge of SCCM, JAMF, or other endpoint management tools
• Understanding of Active Directory (group policy management, Sites and Services, Users and Groups)
• 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
• Experience or training in Design Thinking
• 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.
• Occasional irregular hours, including evening and weekend work and monthly on-call rotation.

Related Questions:

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

• Primary support point for hardware, application, and data processing requests and issues from our facilities and offices across North America.
• Manage support tickets and user communication within our ServiceNow system.
• Create and maintain documentation for standard Technical Support policies, procedures, and practices.
• Develop how-to documentation, training material.

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?

• Software and hardware support within Microsoft echo system
• Hardware provisioning
• Nice to have: Some Apple iOS support
• Nice to have: Technical acumen on A/V equipment