Service Desk Technician III

Modivcare • Denver, CO

16d

About The Position

This role is responsible for responding to tier III technical support telephone calls, email and electronic requests for the service desk. This role demonstrates sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support. This role demonstrates a consistent commitment to customer service through effective ticket resolution, proactively anticipating customer needs, and working with internal teams to ensure complex and/or escalated issues are resolved. Proactively seek out customer feedback and insights, providing recommendations to the Support Manager and leadership to strengthen the organization's product and service offerings. Embodies the brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners. Seeks to overcome challenges and accept failure as an opportunity for improvement. Analyzes and resolve complex service requests and incidents that have been escalated by the junior level team members. Utilizes advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting. Answers Service Desk Support (phone) calls and provide remote support by troubleshooting and resolving hardware, software, printer, connections, phone and messaging systems issue. Supports for mobile operating systems as related to business applications. Manages user accounts and permissions. Contacts appropriate maintenance, technical support or programming personnel for hardware or software failures and escalate issues when needed Install, upgrade and maintain updates to software applications. Provides technical assistance and support for Service Desk Technicians I and II, which includes assisting in new employee orientation, training, work assignments, and schedules. Maintains self-educated on Microsoft Product Roadmaps Develop migration plans and upgrade strategies including capital and expense estimates and project plans. Assists with special projects at the direction of IT Project Managers and technologists. Assists in implementing best practices within the IT systems and support structure. Assists in leading the Service Desk staff, answering questions and providing guidance in support matters. Manages service desk goals, priorities, escalations, volumes, aged tickets, service level agreements and other associated processes and metrics. Diagnoses and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to; Remote Desktop Support, Encryption technologies, desktop applications, VoIP phone systems, various operating systems (Linux, MacOS, Windows). Works under minimal supervision on complex projects and assist less experienced peers. Participates in other projects or duties as assigned.

Requirements

• High School Diploma required.
• Two (2) plus years of technical support experience
• ServiceNow experience working within the ITIL Framework with formal Service Management to include but not limited to Incident, Problem, Change and Service Catalog.
• Strong understanding of IT best practices and standards.
• Comprehensive knowledge of current PC operating systems, printing, networking and application environments.
• Demonstrated experience in managing a metrics-driven organization with demonstrated continuous improvement.
• Strong interpersonal skills, communication, leadership ability, teamwork and positive attitude.
• PC literate, including knowledge of office productivity tools (MS Suite: Excel, Word, etc).
• Candidate must be a team player and have the ability to adapt in a dynamic, fast-paced environment.
• Excellent customer facing skills.
• Must have excellent organizational and coordination skills.
• Must demonstrate sound analytical skills.

Nice To Haves

• ITIL v3 Foundation Certification preferred.
• Certifications a plus (A+, Net+, and Microsoft MTA/MCSA)
• HDI Problem management certifications a plus.
• Or equivalent combination of education and/or experience.

Responsibilities

• Responding to tier III technical support telephone calls, email and electronic requests for the service desk.
• Demonstrates sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
• Demonstrates a consistent commitment to customer service through effective ticket resolution, proactively anticipating customer needs, and working with internal teams to ensure complex and/or escalated issues are resolved.
• Proactively seek out customer feedback and insights, providing recommendations to the Support Manager and leadership to strengthen the organization's product and service offerings.
• Embodies the brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners.
• Seeks to overcome challenges and accept failure as an opportunity for improvement.
• Analyzes and resolve complex service requests and incidents that have been escalated by the junior level team members.
• Utilizes advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting.
• Answers Service Desk Support (phone) calls and provide remote support by troubleshooting and resolving hardware, software, printer, connections, phone and messaging systems issue.
• Supports for mobile operating systems as related to business applications.
• Manages user accounts and permissions.
• Contacts appropriate maintenance, technical support or programming personnel for hardware or software failures and escalate issues when needed
• Install, upgrade and maintain updates to software applications.
• Provides technical assistance and support for Service Desk Technicians I and II, which includes assisting in new employee orientation, training, work assignments, and schedules.
• Maintains self-educated on Microsoft Product Roadmaps
• Develop migration plans and upgrade strategies including capital and expense estimates and project plans.
• Assists with special projects at the direction of IT Project Managers and technologists.
• Assists in implementing best practices within the IT systems and support structure.
• Assists in leading the Service Desk staff, answering questions and providing guidance in support matters.
• Manages service desk goals, priorities, escalations, volumes, aged tickets, service level agreements and other associated processes and metrics.
• Diagnoses and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to; Remote Desktop Support, Encryption technologies, desktop applications, VoIP phone systems, various operating systems (Linux, MacOS, Windows).
• Works under minimal supervision on complex projects and assist less experienced peers.
• Participates in other projects or duties as assigned.

Benefits

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED