Information Technology Help Desk

Job Position - IT Help DeskJob Location - Golden CO

Job Description

As a Technical Support Specialist, you will play a crucial role in providing support to end users, addressing technical issues, and ensuring timely resolution to maintain operational efficiency. This is a temporary position requiring a customer-focused approach, strong problem-solving skills, and the ability to work effectively both independently and as part of a team.

Key Responsibilities

End User Support: Provide technical assistance to end users via telephone calls, email, and in-person requests, addressing a variety of technical issues promptly and professionally.

Problem Identification and Resolution: Identify, research, and resolve technical problems reported by end users, documenting and tracking each issue to ensure timely resolution.

Ticket Management: Open support tickets for reported issues, document relevant information, and monitor the ticketing system to prioritize and address tasks efficiently.

User Account Management: Create new network user accounts and disable network accounts following established procedures. Update Microsoft Exchange information as required based on supplied information.

Queue Management: Work on tickets assigned in the support queue, ensuring tasks are completed within designated timelines. Assist with assigning tickets to other team members as needed.

Customer Service: Provide friendly, helpful, and professional assistance to end users, demonstrating strong customer service orientation and effective communication skills.

Training and Certification: Participate in training sessions to acquire necessary certifications, such as CJIS certification, and maintain up-to-date knowledge of relevant technologies and procedures.

Requirements

Associate degree in a related area preferred, or at least 1 year of equivalent experience in technical support or a related field.Familiarity with commonly used concepts, practices, and procedures within the technical support field.Ability to follow instructions and adhere to pre-established guidelines while performing job functions.Excellent communication skills, both verbal and written, with a focus on clarity and professionalism.Strong problem-solving skills and attention to detail, with the ability to ask relevant questions to better understand and address user issues.Customer service orientation and a collaborative, team-oriented mindset.Must live locally and be available to work from home on Fridays.Ability to attend in-person interviews and complete required certifications/training.