Help Desk Technician

Job Description Job Description Duration 3 Duration Unit Month(s) Req Description Description Take inbound calls (100/day); triage calls in a timely manner to determine the complaint, the possible cause and if you are able to provide an immediate solution; or if additional assistance is required via the next tier of support. - Log all requests into Help Desk Ticketing solution- Use Cherwell -Work requests logged in primary dispatch queue, and other queues, as assigned. -Prioritize calls based on severity of issue and overall ability to perform job functions. -Maintain professionalism and offer exemplary support to all callers. -Perform user account locks/unlocks/changes. -Acquire additional information for requests, as instructed, to assist Tiered levels of support with resolving the issue. -Perform all actions with a clear understanding of the duties and a sense of urgency. Will be setting user profiles and account set up in Active Directory, they will be troubleshooting issue with Citrix VPN clients, they will be providing HW/SW troubleshooting on PC\'s, PHone Systems and field units. They will be providing network printer support and may go out to desktop for this activity in corporate environment. This team also support SAP user profile environment. They take 50-100 calls a day. High Impact and severity calls. \\Would also like someone that has some light data center experience to potentially re-boot a server or lightly troubleshoot data center technologies\\\ Enterprise Req Skills Help desk,Service desk,Windows 10,Ticketing system,Phone support,helpdesk,operation systems,login issues,hardware,software,troubleshooting,customer service,itil Job Title help desk technician Top Skills Details 1. 2-3 years experience on enterprise help-desk 2. Proven experiences supporting Operating Systems, Login Issues, HW/SW troubleshooting 3. Proven exceptional customer service experience 4. any experience with data center technologies like servers, routers/switches troublesshooting a huge plus. 5. AS/400 command line understanding is a huge plus, but if candidate has everything else they will train. Experience with the following: Citrix XENAPP and VDI, Azure WVD, Okta will be increasingly important MUST HAVE ITIL OR BE WILLING TO TAKE EXAM ON OWN EXPENSE AND PASS WITHIN 3 MONTHS TO GO PERM. Worksite Address commerce city,co,United States,800022 Additional Information \\need to pass a drug test and background for this client\\ This is also the location of a service center as well as their West Coast Data Center. Hours- Monday-Friday 7AM-4PM Drug Test Required true Experience Level Entry Level External Communities Job Description Candidate needs to be comfortable working alone and in a Windows 10 environment. Ideally has experience supporting AS400 systems. EVP Opportunity to get exposure to data center technologies. Opportunity to go permanent with growing fortune 600 company. Opportunity to help grow data center space in CO. Work Environment Cherwell Ticketing Systems Service Center West Coast Data Center-Active 7AM to 4PM Monday through Friday. Team in Denver 3 level 1 TEchs and a Lead4 No work from home schedule, This person needs to be trustworthy and work independently. They will be the only person with access to the data center in the evenings. Additional Skills Tags helpdesk,operation systems,login issues,hardware,software,troubleshooting,customer service,itil Business Qualification Impact to the Internal/External Customer Interview Information Phone and in person Why is Position Open? Business Challenge Need additional support person to manage the calls on West Coast so they can properly support users with issues so they can be productive and do their job and make the company money.

Location: Commerce City, CO, US

Posted Date: 1/30/2025