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Service Desk Technician II in Centennial, CO at SNI Technology

Date Posted: 6/8/2022

Job Snapshot

Job Description

SNI Technology’s client is immediately seeking to hire a talented, Service Desk Technician II (Lead) on a full-time, direct-hire basis. This position is located at the Centennial, CO headquarters. Please note this position offers remote (WFH) flexibility up to 2-3 days per week.

Job Details

Description

Key Responsibilities:

Essential Duties:

  1. Provide outstanding customer service to company team members by responding quickly, effectively, and courteously to requests received through the IT Service Desk via phone, e-mail, IM, and in-person interaction.
  2. Resolves more complex end user requests with established service level agreements.
  3. Follow standard service desk procedures.
  4. Lead documentation efforts and works with other team members to document processes and procedures for handling common requests including end-user’s documentation and internal standards.
  5. Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  6. Provide introductory training to team members regarding IT equipment and application use.
  7. Log and track all service desk interactions into tracking system including all successful and unsuccessful steps taken through to final resolution.
  8. Identify and escalate situations requiring urgent attention.
  9. Collaborate with Network and Systems Administrators to ensure efficient operation of the company’s computing environment.
  10. Troubleshoot with all available resources including utilizing diagnostic utilities and software to aid in researching and resolving issues.
  11. Deploy and maintain laptops/desktops as necessary.
  12. Maintain inventory of all equipment, software and software licenses.
  13. Manage mobile devices through mobile device management software.
  14. Manage and maintain conference room technology.
  15. Manage and maintain the IT ticketing system.
  16. Perform preventative maintenance including tuning and patching of desktops, laptops and other end user electronic devices.
  17. Assign users and computers to proper groups in Active Directory and Exchange.
  18. Participates in rotating on-call schedule.
  19. . Other duties and projects as assigned.

Competencies:

  • Management of laptop/desktop environments.
  • Active Directory domain environment, including Group Policy troubleshooting Microsoft technologies including Windows 10, 11, Office 365, etc.
  • Mac technologies.
  • Antivirus/Antimalware tools.
  • Operating System Deployment technologies.
  • Mobile devices, including e-mail setup, MDM, & troubleshooting.
  • Operating System Deployment technologies.
  • Experience with Windows Server is a plus.
  • Live the company value of delighting the people with whom you come in contact.

Qualifications:

  • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
  • Strong troubleshooting and problem resolution skills.
  • Strong documentation skills.
  • Exceptional written and oral communication skills. Ability to explain and resolve IT questions from end users in a friendly and empathic manner.
  • Extensive application support experience with Office, Adobe, web browsers, and other applications.
  • Working knowledge of basic networking principles including routers, firewalls, and switches.
  • Experience in highly regulated environments such as HIPAA is a plus.
  • 6+ years of experiencing working in a service desk environment.
  • College graduate with degree in the field of computer science is preferred.
  • Preferred Certifications: CompTIA A+, Network+, MCSA

Scope of Authority:

  • Defined procedures cover most duties. This position enables the business to function properly from an IT perspective and relating to all IT support needs. Results of actions will be successful operation of the business relating to technology. Unsuccessful results cause business users to be unable to work due to technology failures. Expected to manage different and specialized situations of position. Plans daily work activities and prioritizes tasks for self. Recommends assigning and scheduling of work and training. Does not directly supervise others.

Compensation and Benefits

The compensation for this position is in the range of $26.60 to $33.20 ($55K to $70K annually + 5% annual bonus potential + full benefits). Please note your actual pay rate will be determined based upon your skills, knowledge and abilities including work experience - talk with your recruiter to learn more.

Insurance, and other benefit options that are offered include:

  • all the important benefits you hope for, such as generous PTO plan + 9 paid holidays, two affordable health plans; free dental insurance; 401(k) match with immediate vesting; supplemental retirement savings plan; company-paid life insurance, short-term disability, and long-term disability policies; wellness program; tuition reimbursement; transportation reimbursement (we’re near a light rail station); annual bonus program; volunteer time off and much more.