Service Desk Technician

Trace3•Denver, CO

3d•Hybrid

About The Position

The Service Desk Technician will provide services and support for a wide variety of customers including multiple subscribers to Company’s monitoring and contract Service Desk offerings. In addition, this position will act as customer liaison for the Service Desk team as assigned, participating in onsite visits to multiple customer locations on a weekly basis. This position will also be responsible for updating runbook documentation as required or requested.

Requirements

A high school diploma or GED is required.
A minimum of 2 years of experience with various IT systems and applications.
Microsoft Active Directory, Outlook, Exchange, O365 and others
Various VPN technologies and end user compute systems and peripherals.
DNS knowledge and how it applies to network devices.
Strong written and oral communication skills.
Strong interpersonal skills.
Ability to constantly adapt to rapid change.
Intuitive ability to gather data, diagnose and troubleshoot end user technology.
Ability to confidently explain and deliver complex recommendations.
Personally, and professionally self-motivated.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Strong desire to exceed customer service and expectations.
Strong documentation skills regarding tasks which will ultimately improve team knowledge base.

Nice To Haves

Certifications: CompTIA A+, Network +; MS-900 (Microsoft 365 Fundamentals) preferred.

Responsibilities

Monitor ticketing system service boards, inbound email and receive inbound phone calls.
Support multiple customer environments in an on-site capacity 3-4 days per week.
Troubleshoot basic end user desktop issues.
Act upon requests and notifications following defined procedures which vary by client.
Self-manage assigned tasks in accordance to Service Desk guidelines.
Create and manage workflow incidents within approved ticket and monitoring solutions.
Create and escalate incident response tickets.
Assist with new hire training.
Serve as an escalation point for Associate Service Desk Technicians when issues arise with incidents.