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Help Desk Specialist - Tier I in Greeley, CO at SNI Technology

Date Posted: 6/4/2022

Job Snapshot

  • Employee Type:
  • Location:
    Greeley, CO
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Help Desk Specialist – Tier I Support

Job Summary

SNI Technology’s client is seeking some temporary help on their help desk queue for Tier 1 technical support for the current Spring semester. This position will be an 8am-5pm, Monday thru Friday, onsite position.

Under general direction and guidance, the IT Support Specialist will contribute to the success of the IT department by supporting all technology service requests, incidents, and problems in a manner that adheres to the values and goals of the department and the college.

Minimum Required Qualifications:

  • Associate’s degree in Computer Science or related field, plus
  • 1 year experience repairing, maintaining, troubleshooting desktop computers, or
  • Equivalent combination of education and/or experience

Duties, Roles & Responsibilities:

  • Handle questions via phone, email, in-person conversation, or ticket for all enterprise software systems and hardware devices maintained by IT that a client may interact with throughout their day including but not limited to, Mac and Windows laptops and desktops, iOS, Android, and Chrome devices, instructor workstations, projectors, TVs, ClickShares, Smartboards, printers, scanners, copiers, etc. Be on-call during a rotating weekly shift where phone and, in emergencies, in-person support is provided after-hours and possibly weekends. Leverage answers already discovered within our internal knowledge base documentation to keep the first call resolution percentage high, adding to the success of the department and the satisfaction of the client. Seek to identify trends or new issues that are being experienced, acquiring assistance from the supervisor or other technical experts on the campus to ensure that help can be provided, or changes can be made to avoid or solve the problem.
  • Maintain constant contact with the client throughout the life cycle of their ticket, providing frequent updates and ensuring that they are aware of the status of their ticket. As troubleshooting progresses, status updates are made in the ticket. High typing proficiency, personable phone etiquette, and excellent grammatical skills are essential to convey complex technical vernacular to clients who may not be familiar with technical terms.
  • Record total time worked on tickets, define, and provide the final resolution, and document all issues within our knowledge base resource. This will allow technicians who encounter the same difficult problem in the future to remedy the issue in a much faster manner and allow clients the ability to self-service their own problems, limiting their need to contact the IT Service Desk. Include all research, diagrams, whitepapers, technical documentation, and steps taken for resolution in a clear and concise manner that is readable and understandable to the average person.
  • Deploy new devices and back up old devices as part of ITs ongoing Computer Life cycle Replacement project. Coordinate with the client on when the most appropriate time to perform this work is, attempting to minimize disruptions to the client. Work closely with the IT Inventory Specialist to have the new machine(s) prepared for deployment, inventory updated, and old devices decommissioned.
  • Understand and follow the process on imaging machines that need to be replaced out-of-band or because of a hardware/software issue. Ensure accurate inventory when requested to perform a move of an office or when going remote. Overall, inventory is maintained by the IT Inventory Specialist, but it is everyone’s job to ensure that IT assets that are moved and/or reassigned are appropriately tracked.
  • Train, coach, instruct, and mentor work studies. As part of this work, introduce them to basic technical concepts, train them in IT environment, and provide them with the tools necessary to perform basic to intermediate technical tasks. Leverage their availability to offload some easy work to focus on more complex tasks and troubleshooting, ensuring the workload is distributed evenly and in accordance with our IT Service Level Standards.

Pay Rate

The pay rate for this position is $20.55 per hour during the contractual period of the assignment.