Global IT Support I

The GLI Group•Wheat Ridge, CO

4d•Onsite

About The Position

This position provides courteous and professional IT end user support to all assigned employees and clients, including assisting other offices and working on global projects. As a Global IT Support I, you will serve as the front line of the IT Department, responsible for troubleshooting issues and providing users with support and self-service knowledge on all applications, including desktop and laptop systems, connectivity issues, voice issues, software, and video conferencing applications. You will also collaborate with peers to complete helpdesk tickets, emails, and phone calls to ensure timely responses to all users.

Requirements

High school diploma or GED equivalency is required.
A minimum of 1 + year of experience in a similar position is required.
Proficiency in Microsoft Office (Word, Excel, Outlook) is required.
Must possess technical skills or certifications in relevant systems or areas, including working knowledge of the internet, networking, and remote access technologies.
Must have demonstrated professionalism and a commitment to customer service.
Must have the ability to adjust communication styles according to the audience.
Must have the ability to handle multiple projects under tight deadlines, while maintaining a realistic balance among priorities.
Must demonstrate a high degree of attention to quality, details, and correctness.
Must have the ability to read, write, speak, understand, and communicate in English sufficiently to perform the duties of this position.

Responsibilities

Responds to all assigned tickets in the IT ticket tracking system in a timely fashion and with appropriate documentation.
Corrects end user issues and promptly escalates issues that cannot be corrected.
Performs hardware installations, maintenance, patching, and resolves issues within the LAN/WAN environments and end user device encryption.
Provides software installation, maintenance, patching and operation of end user applications including, but not limited to, the Company email system, user account administration, software patching, new user accounts and PC set-ups.
Maintains records, logs and reports of end-user assistance and troubleshooting requests.
Provides hands-on training, training materials, and documentation for IT applications and/or equipment to employees, when necessary.
Takes ownership of specific application(s) and system(s) areas, as assigned.
Maintains diagrams and other documents regarding the application(s) or system(s) functionality and stores those documents in shared departmental repositories.
Works with Department leaders to gain an understanding of the business need for changes, modifications or new systems to be implemented.
Maintains confidentiality with regard to the information being processed, stored, or accessed.
Provides weekly reports regarding workload, open projects, and issues.
Responsible for upholding network security measures set by Company policies.
Maintains a knowledge of remote access products.
Studies and learns new skills with Company support to grow understanding and capabilities.
May assist IT personnel in other locations with resolving end user issues.
Performs other duties as assigned.