IT Service Desk Technician

SNI Technology’s client is currently seeking to hire a talented IT Service Desk Technician (Tier II) for an exciting, full-time 4-month, contract-to-hire opportunity. Please note this is a M-F, onsite position with the option to work out of either their Denver, CO or Colorado Springs, CO office locations.

POSITION OBJECTIVE

The Level II Service Desk Technician’s role is to ensure proper computer operation and maintenance so that end users can accomplish business tasks. The role’s primary focus is on deploying, maintaining, and servicing retail IT equipment. This includes receiving, prioritizing, documenting, troubleshooting and actively resolving escalated end-user service requests and incidents within established SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level throughout the organization.

REQUIRED QUALIFICATIONS

• Associate or Bachelor’s Degree in Computer Science or related discipline is preferred.
• Minimum of 5 years’ equivalent work experience in a corporate environment as part of a Service Desk team.
• Knowledge of advanced computer hardware, including POS systems, laptops, desktops, printers, and peripherals.
• Experience with desktop operating systems, including Windows and MacOS.
• Extensive application support experience with Microsoft 365, Microsoft Azure, Microsoft AD, and MS Office Suite of products.
• Familiarity with the fundamental principles of ITIL and ITSM.
• Strong documentation skills.
• A+ Certification, ITIL Certification, or ITSM Certification are a plus.

DUTIES & RESPONSIBILITIES
Strategy & Planning:

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents with a primary focus on retail IT equipment.

Acquisition & Deployment

• Deploy hardware and software as needed using standard deployment tools and defined processes.
• Assist in software releases and rollouts according to change management best practices.
• Deploy and recover IT assets within the organization as needed and track withing the asset management software. 

Operational Management

• Assisting in providing Level I support when request volumes are high.
• Act as an escalation point for advanced or difficult incidents or service requests.
• Serve as an escalation point for advanced or challenging incidents or service requests concerning retail IT equipment.
• Build rapport with service desk customers.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.

• Perform hands-on fixes at the desktop level remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Perform preventative maintenance, including checking and cleaning of servers, data closets, and other IT equipment as needed.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups with Level I Technicians as required.
• Develop help sheets and FAQ Iists for end users.
• Contribute to technical knowledge base and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

COMPENSATION AND BENEFITS:
The compensation for this position is in the range of $24 to $26.50 hourly (i.e., $50K to $55K annually + full benefits upon converting to permanent). 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.