Technical Support Specialist II (1884)

CoreSite•Denver, CO

12d•$30 - $33•Hybrid

About The Position

As a member of the company’s Corporate Operations Information Technology team, the Technical Support Specialist II provides a broad range of support for associated teams and end users. A primary role for the Technical Support Specialist is to provide Tier 1 and 2 IT support out of the corporate headquarters for end users. This includes local and remote support for computer, printer, phone systems, and basic support for enterprise IT end user needs. Concurrently, the technical support team aides projects driven by compliance, information security, systems administration, and network support as required.

Requirements

Must be able to work during normal business hours
Ability to thrive in a hybrid work environment and work in downtown Denver office two days per week at minimum
Ability to work in a fast paced, dynamic, and high achievement environment with a strong work ethic
Grace under pressure and a sense of urgency that puts the customer first.
A professional individual with communication and customer service skills, suitable for a corporate headquarters environment with senior executives.
Strong team orientation, the ability to follow predefined support processes, and the initiative and skill to take tasks to completion successfully.
Ability to work independently with minimal supervision
Ability to periodically re-prioritize tasks as new requests come in or existing tasks get updated
Good troubleshooting skills and willingness to take on all computer related problems in order to meet all company objectives
Ability to provide training, knowledge transfer, and self-help for end users while also assisting them fix problems
Some understanding of networking topologies, security, Ethernet, TCP/IP, DNS, VPN technologies and remote and wireless communication
Some understanding of Microsoft Windows server
Knowledge of software management tools (Desktop Central, inTune, SCCM)
Installation and configuration of all Windows desktop and server operating systems
Understanding of Active Directory and Group Policy and the ability to manage user accounts and utilize tools (ManageEngine, ADManager, DesktopCentral, etc.)
3+ years of IT experience
2+ years desktop support
3+ years’ experience with desktops, laptops, printers, and similar hardware technologies
3+ years’ experience with the Microsoft products (e.g. Windows 10, Office Suite / O365, etc. )
3+ years’ experience with ticketing systems and web-based tools
Some experience with full disk encryption technologies

Nice To Haves

Some Systems or Network experience a plus
Certification in MCP, ITIL, A+ or Security+ a plus
College degree or trade school a plus

Responsibilities

Team and customer service orientation focus while working well as part of a group.
Work in a fast-paced and dynamic environment as a member of IT team to provide day to day support, request fulfillment, incident response, documentation, and follow-up.
User creation, modification, termination to include updating Active Directory, distribution lists, user groups, etc.
Respond to inquiries and requests for assistance with the entire organization's computer systems, phone systems and applications
Assist internal customers who are experiencing operational, hardware, application or network connectivity problems with their computer and phone systems
Answer, evaluate, and prioritize incoming phone, ticket, and email requests for technical assistance, escalating more complex problems to next level of technical staff.
Log and track support using ticketing, maintain history record, documentation, and follow-up.
Use excellent verbal and written communication skills to explain complex ideas and systems to non-technical users
Coordinates with other IT areas to resolve problems if necessary and provides assistance when required
Setup new computer and phone equipment for users and provide new hire training
Create and maintain system documentation and end user training materials
Implement new computer hardware and software technologies
Enhance documentation and automate business processes and technologies to improve end-user support and manage or reduce costs
Teach and assist other members of team as needed on tools, processes, etc.
Assist compliance, information security, systems, and network teams on tasks, changes, projects or other duties as assigned by Manager – Technical Support

Benefits

First-day medical insurance through Cigna with generous premium cost coverage
Dental insurance through Delta Dental
Vision insurance through VSP
Telemedicine through MDLive for Cigna
Healthcare and dependent care flexible spending account (FSA) plans
Health saving account (HSA) plans for employees participating in the High Deductible Health Plan
Life, AD&D, short-term disability, and long-term disability insurance fully paid by the company
Voluntary coverage benefits for supplemental life, critical illness, accident, and hospital insurance
First-day eligibility for 401(k) savings plan through Fidelity, which includes an attractive matching company contribution with a 5% company match
Discretionary annual bonus and equity incentive plan
Employee stock purchase plan (ESPP) with a 15% discount
16 days of paid time off (PTO)11 paid company holidays and additional floating holidays
Additional paid time off for school events, elder care, volunteering, bereavement, jury duty, voting, parental leave and disability leave
Free parking or a company contribution toward a public transit pass
Wellness Reimbursement Program: Yearly stipend of $500 for employees and $300 for dependents, up to $800 total for the family
Wellness Incentive Program: Participate in various wellbeing activities to earn up to $450 per year in cash incentives
Technology Stipend: $100 monthly stipend.
Educational Reimbursement Program: Work-related learning and development with reimbursement on qualifying degree programs, up to $5,250 per year
Giving Back: Charitable donation matches up to $5,000 per year and nominate organizations for Company Foundation grants
Financial Management: Access to financial coaching, digital tools and services to manage and pay student loan debt quicker
Pet Insurance: Keep your furry friends healthy and happy
Family Planning: Benefits and services related to fertility, pregnancy, menopause, adoption and surrogacy
Employee Assistance Program: 24x7 service to support family, work, money, health, legal and life challenges
Counseling and Caregiving Programs: Including access to mental health services, licensed counselors, and caregiving tools including membership for finding care.
Referral Bonus: Receive a $3,000 cash bonus if referred candidate is hired and meets eligibility requirements
Discounts: Discounts, cash back offers and perks on thousands of brands
LinkedIn Learning Membership: Support your development when accessing LinkedIn’s online library of courses and videos