Job description

Location/Remote: Fully onsite, working between Boulder and Denver, CO offices.
Estimated Length of Contract: 4 to 6 months (with the possibility of contract-to-hire)

Job Description
The Service Desk Support III's mission is to provide effortless IT service to all employees and to increase efficiency across all Product Groups Globally.

Responsibilities

• Answer phone calls/voicemails and provide IT troubleshooting
• Respond to and troubleshoot all tickets entering the IT Support queue in SalesForce based on the case handling process outlined in the training guide
• Assist with Knowledge Management
• Open zTech cases and provide status updates
• Provide follow-up calls to ensure issue resolution
• Ensure customer satisfaction with personalized customer service skills
• Build and maintain working relationships with all IT contacts
• First level of response for all hardware/software problems; Identify sources and trends of technical problems to prevent future occurrences
• Assist in the procurement of software and hardware requested by Product Groups
• Coordinate outages and large scale issues with the business while providing consistent updates
• On-call responsibilities on a monthly basis
• Perform network account moves and changes for requests, verification, and equipment configuration
• Help with laptop and desktop repairs and support for support locations
• Coordinate all Technology Support-related product/service support activities, systems and network maintenance/outages
• Recommend ways to improve product and service support capabilities
• Assist with SCCM Management and work closely with the broader EIS group on projects as assigned
• Assist with JAMF Management
• Provide White Glove Support to Executive Employees
• Assist with Conferencing equipment

Qualifications

• Capable of learning both technical and procedural components.
• Ability to react quickly and professionally in stressful situations.
• Must maintain the highest level of customer service at all times.
• A+, Network+, and/or MCP certifications are a plus
• Ability to adapt to the ever-changing high volume retail while working in a cross-functional team environment.
• Experience with talking and working with EXECUTIVE level employees
• Must have the capacity to take initiative for making appropriate decisions and have strong analytical and problem solving skills.
• Flexibility to adapt in a variety of situations.
• Must have advanced attention to detail with the capability to prioritize and meet deadlines.
• Excellent written communication and documentation skills.
• Excellent verbal communication and interpersonal skills for maintaining effective business relationships with peers, senior management, customers, and vendors.
• Must have advance knowledge with MS Office including Outlook, Word, and Excel.
• Ability to multitask and have excellent organizational skills is essential.
• Experience with SCCM, JAMF, Software Center etc.

Job Type: Contract

Pay: $30.00 - $32.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Denver, CO: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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