Help Desk Level I Technician

Renaissance Solutions - Boulder, CO (30+ days ago)


Renaissance Solutions, Inc., a Boulder-based management company with a diverse portfolio of business and real estate interests, seeks a Help Desk Level I Technician serves as the “face” of the IT Department to our client base. The Desktop Technician's role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment.

Primary Duties and Responsibilities

  • Assisting in providing Level I Support.
  • Provide on-site and remote support for clients.
  • Build a strong working relationship with site supervisors
  • Escalate problems to the higher-level tier groups or to the service manager.
  • Using service desk software to record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Perform hands-on fixes remotely or in person, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Install anti-virus software and ensure virus definitions are up-to-date.
  • Perform preventative maintenance, including checking and cleaning of servers, end user devices, and other IT equip.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups with end user and team members as required.
  • Develop help sheets and FAQ lists for end users.
  • Alert management to emerging trends in incidents.
  • Assist in software releases and rollouts according to Change Management best practices.
  • Adhere to site audit responsibility policies and procedures

Knowledge & Experience:

  • Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and networking equipment
  • Experience with Microsoft Operating Systems
  • Extensive application support experience with Microsoft Office and other Business applications.
  • Working knowledge of a range of software and hardware diagnostic tools.
  • Experience working with service desk best practices.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
  • Strong documentation skills.

Personal Attributes

  • Ability to conduct research into a wide range of computing issues is required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly, business-friendly and technical language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to work independently with minimal supervision.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Corporate Requirements

  • Must hold a valid driver’s license with no restrictions and possess reliable transportation.
  • The ability to bend, squat, crawl or climb 75-95% of the time and to lift up to 100 pounds.
  • Authorized to work in the United States
  • Currently over the age of 21
  • No felony convictions in the last 10 years
  • No drug related felony or misdemeanor convictions
  • Possess or will to obtain a Colorado MED Key Badge
  • Willingness to work evenings, weekends and holidays

Job Title: Help Desk Level I Technician

Job Type: Full-time

Salary: $45,000.00 + Depending on experience

Location: Boulder with travel to other Denver metro locations (20%)

Job Type: Full-time

Salary: $45,000.00 /year

Experience:

  • Help Desk: 2 years

Education:

  • Associate

Location:

  • Boulder, CO

Required work authorization:

  • United States