Technical Support Specialist

UDR Careers•Highlands Ranch, CO

32d•Onsite

About The Position

UDR, Inc. is seeking a Technical Support Specialist to join their team at their corporate office in Highlands Ranch. This role is responsible for providing Tier 1 support to internal and external international users for all IT issues, including assistance with computer hardware, software, printers, mobile devices, email, and operating systems. The position also requires on-call shifts during weekends and weeknights.

Requirements

High School Diploma or its equivalent required at a minimum.
Minimum of two to three years’ experience in a technical Service Desk or systems support role.
Must have and maintain a valid driver’s license unless otherwise noted.
Knowledge of Exchange and Active Directory structure.
Knowledge of Remote Access and Remote Desktop software (Bomgar and GoToAssist).

Nice To Haves

CompTIA A+ Certification a plus.

Responsibilities

Provide 1st tier technical support for multiple products to internal associates and external vendors via ServiceNow tickets. Resolve problems or escalate as necessary in a timely manner.
Serve as an integrated team member for a technology help desk.
Work incoming tickets and answer calls to the ServiceDesk.
Troubleshoot basic issues with Windows and Apple computers, printers, network connections, mobile devices, Smartphones, tablets, etc.
Analyze, troubleshoot, and diagnose basic issues with Windows 10, Apple MAC-OSX, Office365 and other software applications.
Escalate to Tier 2 or other UDR departments if the issue cannot be resolved.
Perform work order tracking and resolution using ticketing system (ServiceNow).
Create and maintain ServiceDesk documentation regarding processes and procedures.
Perform End-User Training.
Work a rotating on call support and staggered daytime shifts (follow the sun schedule), flexible time.
Ship replacement equipment and supplies to locations. Receive inventory from locations.
Provide quality customer service when interacting with all associates.
Develop and improve strong customer service, communication, and technical skills.
Perform other duties as assigned or as necessary.