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IT Service Desk Technician in Thornton, CO at SNI Technology

Date Posted: 6/27/2018

Job Snapshot

Job Description

SNI Technology's client is seeking to hire up to three (3) IT Service Desk Technicians for an exciting, 3 month contract assignment located in Thornton, CO.

IT Service Desk Technician

SNI Technology's client is planning to augment its Service Desk team during the start of their busy season, which roughly extends from August 1st through the end of October. This is the busiest time of the year for our client, and especially strenuous this year due to the support needs related to the implementation of a new phone system for 4,000+ staff and roughly 400 rooms with new instructional technology.

The existing Service Desk team of three staff members will handle the more complex support needs, and will depend on up to 2 to 3 temporary support staff to help support the Tier 1 needs, as outlined below. (There will be training for the support items highlighted below)

Key Areas of Support Needs Include:

  • Receive support calls via the phone and enter the information into our service management ticketing system (HEAT). Assign tickets that cannot be resolved on the first contact to the appropriate technicians.
  • Monitor tickets received via email, resolve when possible, and assign the rest to appropriate technicians.
  • Assist walk-in customers.
  • Reset password for end users.
  • Provide tier 1 support on new phone system.
  • Provide tier 1 troubleshooting techniques for equipment and software related issues.
  • Check-in new equipment as outlined in training.

Additional Insight on what an "ideal candidate" might look like:

  • Previous Service Desk or Call Center experience is ideal but not required.
  • Strong communication and interpersonal skills will be needed in order to interact effectively with a wide range of customers via email, phone, and in-person.
  • It is particularly important to listen carefully to customers so that the key information can be captured and entered in HEAT tickets.
  • Candidates who enjoy working in a fast-paced environment will be particularly well suited for this role.
  • Successful candidates need to be comfortable utilizing technology in general, including the ability to easily navigating multiple applications (Service Desk ticketing system, browser-based applications, etc.) in support of the work.


  • Criminal background check required for hire