IT Customer Support I

Tallgrass•Lakewood, CO

2d•$23 - $34•Hybrid

About The Position

Provides support to end users for basic computer, application, system, device, access and hardware issues. Identifies, researches and resolves routine technical problems of low complexity. Responds to telephone, email and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. May coordinate with other teams or departments to resolve user problems. May perform password resets for users. Responsibilities include the support of all production and development systems, troubleshooting and resolution of desktop computers, applications, and related technology. Support includes configuring, deploying and testing of computer systems and peripherals within established standards and guidelines. Ensure desktop, laptop and tablet environments are properly updated with new software and hardware patches and ensuring proper anti-malware protection is maintained. Primary resource for generating tickets from inbound calls, emails, walk-in customers, and chat sessions; escalating to appropriate resources when necessary. Perform system software upgrades, install service packs and patches as needed. Delve into and achieve an understanding of a problem or request to offer the most appropriate possible solution. Configure, modify and repair computer hardware including monitors, keyboard and printers. Develop and follow all system change control procedures. Share after-hours support with others in the group and the IT Operations group including escalations. Regularly work under deadlines. Utilize software and hardware tools to identify, diagnose and drive resolution of problems and factors affecting network integrity. Deal with a wide variety of people with tact, courtesy, and professionalism. Speak clearly in person and by telephone, using a high level of verbal skills and listen carefully. Maintain a regular, dependable attendance and a consistently high level of performance. Work non-traditional hours as needed. Maintain a high regard for personal safety, for the safety of company assets and employees, and the general public. Other daily, weekly, monthly or special project duties as identified and defined. Other duties as assigned.

Requirements

Customer service oriented
Analytical thinker able to utilize a functional understanding of the various components of systems in conjunction with technical knowledge to identify effective and efficient problem resolutions
Excellent organizational, time management and communication skills
Ability to work well both individually with minimal supervision and in a team environment
Ability to multitask effectively and meet deadlines
Sound knowledge of PC configurations
Sound knowledge of currently supported versions of Microsoft Windows
Sound knowledge of PC software including Microsoft Office and Microsoft Office 365 applications
Good interpersonal skills with demonstrated ability to communicate systems requirements verbally and in writing
Experience in effectively communicating business and technical issues to both technical and non-technical audiences
Experience in working on multiple assignments during the same time frame juggling tasks based on relative priorities with supervision commensurate with grade level
Must be able to perform all essential and marginal functions of the job
Must be able to work with a team, take direction from management, adhere to required work schedules, focus attention to details, and follow work rules
Ability to successfully perform multiple tasks with strict deadlines
Ability to organize and prioritize daily work
Use time effectively and efficiently

Nice To Haves

Valid driver’s license and a driving record satisfactory to the company and its insurers (As needed)

Responsibilities

Support of all production and development systems
Troubleshooting and resolution of desktop computers, applications, and related technology
Configuring, deploying and testing of computer systems and peripherals
Ensuring desktop, laptop and tablet environments are properly updated with new software and hardware patches
Ensuring proper anti-malware protection is maintained
Generating tickets from inbound calls, emails, walk-in customers, and chat sessions
Escalating issues to appropriate resources when necessary
Performing system software upgrades, installing service packs and patches
Configuring, modifying and repairing computer hardware including monitors, keyboard and printers
Developing and following all system change control procedures
Sharing after-hours support with others in the group and the IT Operations group
Utilizing software and hardware tools to identify, diagnose and drive resolution of problems and factors affecting network integrity
Dealing with a wide variety of people with tact, courtesy, and professionalism
Speaking clearly in person and by telephone, using a high level of verbal skills and listening carefully
Maintaining a regular, dependable attendance and a consistently high level of performance
Working non-traditional hours as needed
Maintaining a high regard for personal safety, for the safety of company assets and employees, and the general public
Performing other daily, weekly, monthly or special project duties as identified and defined
Performing other duties as assigned