IT Customer Support II

Tallgrass•Lakewood, CO

4d•Onsite

About The Position

Provides support to end users for computer, application, system, device, access and hardware issues. Identifies, researches, and resolves technical problems of moderate 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.

Requirements

High School Diploma or GED
Minimum of two (2) years overall IT infrastructure experience.
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; must communicate effectively with all levels of company personnel.
Ability to work well both individually with minimal supervision and in a team environment where the sharing of knowledge is highly regarded and expected.
Ability to multitask effectively and meet deadlines.
Sound knowledge of PC configurations, currently supported versions of Microsoft Windows, and PC software including Microsoft Office and Microsoft Office 365 applications that may include but are not limited to Visio, Excel, Word, Access, PowerPoint, SharePoint, Skype for Business and Outlook.
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.
Must possess and maintain a valid driver’s license and a driving record satisfactory to the company and its insurers.

Nice To Haves

Associate/Bachelor's degree from an accredited institution in Computer Science, Information Systems, Business Management, or a related discipline
Microsoft Certified Professional
CompTIA Network+
CompTIA A+

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 within established standards and guidelines.
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 to appropriate resources when necessary.
Performing system software upgrades, installing service packs and patches as needed.
Understanding a problem or request to offer the most appropriate possible solution.
Configuring, modifying, and repairing computer hardware including monitors, keyboards, and printers.
Developing and following all system change control procedures.
Sharing after-hours support with others in the group and the IT Operations group, including escalations.
Regularly working under deadlines.
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.