Technical Support Analyst

Encore Electric, Inc.

12d • $65,000 - $75,000 • Onsite

About The Position

Encore Electric employees are unique. They are passionate about making a
difference while impacting the way people live and work. Using their talents in
power, technology and energy, they work collaboratively on challenging projects
with other team members while being driven by customer needs and requirements.
 Encore Electric employees are ambitious but never fail in their commitment to
quality, safety and integrity. From design, fabrication and construction to
technology and service, our team tackles some tough, complex commercial
challenges.

Compensation for this position: $65,000 - $75,000 annually, depending on
experience 

PLEASE NOTE: this role is based full-time at our office in Lakewood, CO with
some requirements for travel to other offices. No remote candidates will be
accepted.

Candidates who interview for this position may be asked to take a technical
skills assessment through TestGorilla. Please consider this when applying.

Requirements

• Associates degree in IT and related work experience along with two to four years Windows 7/10 desktop support in an AD environment required.
• Knowledge of Networking in a Windows environment
• Basic understanding of networking in a Windows environment
• Skill in: MS Server 2013 or later
• Skill in: MS Exchange Server installations
• Skill in: MS Hyper-V Cluster
• Skill in: Trouble-shooting/repairing notebook and desktop computers
• Skill in: Trouble-shooting MS Office and other off-the-shelf applications
• Skill in: Installing software applications, printers, scanners, etc.
• Skill in: Excellent customer service skills
• Skill in: Adapting to new and changing requirements, environments, and/or information
• Skill in: Estimating resources needed to complete required tasks
• Skill in: Using communication software
• Skill in: Business writing
• Skill in: Effective written and oral communication sufficient to be able to elicit and communicate information and achieve understanding
• Skill in: Establishing and maintaining effective working relationships with customers, vendors, management, and employees
• Skill in: Organizing work to accomplish tasks
• Skill in: Reading and writing
• Skill in: Typing
• Skill in: Prioritizing and reprioritizing to meet job needs
• Skill in: Problem solving
• Skill in: Tracking numbers and bits of data relevant to the work assignment
• Skill in: Troubleshooting/repairing notebook and desktop computers
• Skill in: Trouble-shooting MS Office and other off-the-shelf applications
• Skill in: Installing software applications, printers, scanners, etc.
• Skill in: Trouble-shooting problems over the phone
• Skill in: Multitasking
• Ability to: Communicate professionally with users of varying skill levels
• Ability to: Drive to locations throughout the state of CO including the mountains
• Ability to: Troubleshoot issues over the phone
• Driving
• Sitting
• Climbing
• Lifting (up to 50 lbs)
• Standing
• Stooping
• Vision acuity (near and far)
• Walking

Nice To Haves

• MCP, MCSA or MCSE, ISP installations, Windows 10, Office 2016 and O365 experience preferred.
• Experience in the commercial construction industry is also preferred.

Responsibilities

• Maintain open communication lines with all working relationships
• Follow up to ensure items for which the job is accountable are performed
• Earn and maintain customer’s trust
• Uphold the core values of the organization
• Work well with others to accomplish the mission of the organization and of the job
• Provide day-to-day hands-on systems administration as well as technical support to end users located in multiple offices and jobsites throughout the State of Colorado including but not limited to:
• Provide best-in-class customer service to all levels of the organization
• Systems administration and systems analysis techniques including working with end-users to determine hardware, software, and systems functional specifications
• Design, documentation, testing, creation and modification of computer programs and systems to serve Encore end-users
• Create, edit, remove and maintain Azure AD accounts
• Administer and configure SPAM filtering rules using FortiMail
• Configure and maintain network infrastructure devices
• Configure monitoring of network infrastructure devices
• Provide 1st & 2nd Level support for difficult end-user problems including programming and systems design enhancements and modifications
• After-hours work required on scheduled basis
• Update and maintain windows servers, including testing and troubleshooting
• Build new software packages and deploy to users via Ninja
• Develop and create processes and procedures including detailed documentation
• Update existing documentation as-needed
• Process and manage support requests and knowledge base articles in Zendesk utilizing ITIL practices and procedures
• Must be a Team Player
• Desktop support
• Support over the telephone
• Personal Computer/notebook setup
• Personal Computer/notebook troubleshooting
• Installation of printers
• Installation of scanners
• Software installation & troubleshooting
• End-user training
• System analysis and programming
• Keep accurate documentation on calls received and status of projects
• Maintain current documentation on information systems
• Drive to locations throughout Colorado, including mountainous areas, and occasionally to Wyoming, in varying seasons and weather conditions
• Opportunity to work on all aspects of IT; desktops, servers, routers, switches, firewalls, etc.
• Other duties as may be assigned

Benefits

• Encore Electric provides excellent benefits for our employees, including: medical, dental, and vision plans, disability, and life insurance, employee-matched 401(k), paid time off (PTO), an employee assistance program that includes counseling, legal, and financial advice.
• Encore also provides a generous employee referral program, and access to technical, safety, personal finance, and leadership training through Encore University, Encore’s in house training program.
• This position is eligible for cell phone allowance and the short-term incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees