Service Desk Technician (Denver or Boulder Colorado)
About The Position
Arctiq is a global, intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure, Networking & Connected Experiences, Cybersecurity, Data & AI, Autonomous Operations & Intelligence, and Enterprise Service Management. We help organizations operate, secure, and modernize complex environments by unifying infrastructure, networking, data, security, automation, and observability under a single, integrated operating model. Our work focuses on helping customers reduce operational friction, improve resilience, and make better, faster decisions as their environments evolve. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries. This is a hybrid, full-time opportunity for one of Arctiq’s clients - Can be located in Boulder or Denver, Colorado with occasional travel to other Colorado offices. Position Overview: Provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.
Requirements
- Bachelor’s degree in Computer Science or related field.
- 3+ years of experience in customer technical support highly preferred.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Professional and pleasant telephone manner.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Strong analytical and problem-solving skills.
- Proficient in managing M365 applications, including Exchange Online, SharePoint, Teams, and OneDrive.
- Experience in troubleshooting Microsoft Teams issues, setting up channels, and managing collaboration features.
- Familiarity with Intune for mobile device management (MDM) and endpoint security.
- Competent in diagnosing and resolving Windows-related problems.
- Skilled in M365 user provisioning, license management, and mailbox administration.
- Proficient in using service desk tools such as Service Desk Plus, Jira Service Desk, or Zendesk.
- Ability to follow instructions, be a team player, handle stress, meet tight deadlines, demonstrate an upbeat demeanor.
- Must be able to lift at least 15 pounds.
Responsibilities
- Identifies, investigates, and resolves users’ problems with computer software and hardware.
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software, connectivity, printing, and similar concerns.
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
- Prioritizing tasks and meeting SLAs in a fast-paced environment.
- Ability to analyze issues, identify root causes, and provide effective solutions.
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
- Collaborates with other staff to research and resolve problems.
- Assist in setting up and shipping computer hardware to new users.
- Arranges service by software or hardware vendors to repair or replace defective products.
- Maintains knowledge of technology innovations and trends.
- Performs other related duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
