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Helpdesk Technician | Wheat Ridge

Overview
The Help Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks and is the first level of phone support and trouble shooting for all aspects of IS and it's personal computer, telecommunications, and networked based systems in an ethical and professional manner.
This includes receiving, prioritizing, documenting and actively resolving end user helpdesk requests and escalating incidents when considered appropriate and necessary to maintain a defined service level expectation. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Responsibilities
Provide the first level helpdesk phone support for 800+ internal/external personnel with proper helpdesk ticket documentation.
Maintain and update computer and systems documentation including entering helpdesk tickets in a timely manner.
Support several application software packages, computer/server hardware, voice/telecommunication systems and various computer peripherals.
Must be able to quickly learn new programs and then train users.
Respond to emails in a timely manor.
Assist with conference rooms setup and support.
Responsible for proper destruction of all data that may exist on any digital storage device.
Must be able to maintain basic knowledge of VoIP system and voicemail applications.
Assist with maintenance of daily operation of PC/LAN/WAN Windows network and telecommunication systems.
Assist the Networking Group with the configuration, installation and support hardware and software.
Strategy & Planning
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.
Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans
Acquisition & Deployment
Assist in software releases and roll-outs and communication to the end users.
Maintains inventory systems
Receives shipments of hardware, proper inventory documentation, storage and organization.
Operational Management
Field incoming requests to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
Build rapport and elicit problem details from Help Desk customers.
Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution and follow up.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install anti-virus software and ensure virus definitions are up-to-date.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals, other equipment as requested.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow ups to help requests.
Develop help sheets and FAQ lists for end users.
Other Duties:
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly, business-friendly and technical language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
40-hour on-site work week.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Actively participates in Center functions such as team meetings, workgroups, and community events
Touch typing minimum of 40 wpm.
Knowledge of applicable privacy practices and laws.
Available for on-call rotation, carries a cell phone 24/7 and is available as needed
Maintains a positive working relationship with other team members
Maintains a good attendance record.
Assisting with other related tasks as required.
Note: Employees are held accountable for all duties of this job. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
Qualifications
AS in Computer Science or related field / BS in Computer Information Systems or Telecommunications preferred
(2 years of experience may be substituted for 1 year of a college courses)
Minimum of 2 years' experience supporting advanced computer software/hardware, training and support in a LAN/WAN environment via phone/face to face
Industry standard certifications a plus but not required
A+ certification is required within 1 year of employment
Excellent customer service, communication, organization, and documentation skills.
Scheduling and time management skills
The ability to work in a team oriented environment
Exceptional written and oral communication and typing skills
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
Strong documentation skills
Accurate inventory documentation and tracking of hardware and software.
Experience Using and Administering:
Windows Desktop OS and desktop Internet Browsers
MS Server OS
Exchange / Outlook
Citrix
ArcServe and various backup programs
Bomgar or other remote control programs
Inventory tracking and helpdesk programs
MS Office / MS Project / MS Visio
Graphics/desktop publishing packages
Various database programs, including SQL

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