Help Desk Support - Onsite

Title: Help Desk Support - Onsite

Location: Golden, CO, USA

Length: Long term

Restriction: W2 or C2C

Description:

Interview : Skype; onsite; initial PO till 2027 with extensions

Responsibilities for Help Desk Technician

Manage Help Desk tickets in a timely manner

Respond to customer issues via phone, email and computer chat and follow-up with customers to ensure issues are resolved

Document customer interactions

Resolve customer reported issues

Escalate unresolved issues to the next Tier

Install, make changes and repair computer hardware and software

Monitor and respond quickly to incoming requests related to IT issues.

Maintain computer systems and act as support if any system goes down.

Assist with onboarding and offboarding of new or outgoing users.

Install, configure, maintain and upgrade PC software.

Tier 1 Networking and troubleshooting as well as support

Qualifications for Help Desk Technician

Experience working in a help desk environment

Flexibility to work a variety of shifts with minimal notice

Must have reliable transportation

Must be able to pass a background check

Proficiency with Windows, Linux, and IOS computers

Excellent oral and written communication skills

Detail oriented and highly organized to keep tickets in order

Ability to remain calm and professional in stressful situations

Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.

Motivated to learn and troubleshoot new devices and systems in a fast moving IT environment

Understanding and appreciation for information security within systems and user devices.

Ability to demonstrate initiative, independence and reliability to complete tasks with little or no supervision, if necessary

Familiarity with ticketing systems, preferably Manage Engine, is not a requirement - but is a plus