Information Technology Support Specialist

19 July 2022

Position Overview

The IT Support Specialist role is based in Lower Downtown Denver, CO reporting to the IT Service Desk Supervisor. This position will participate on an eight-person team supporting 300+ workstations.  Users are highly educated and demanding, so great interpersonal skills are critical to success.  Regular support hours are from 8:00 AM to 5:00 PM with some team members coming in early and others staying late.   Typical challenges include: (1) troubleshooting Windows 10; (2) deploying and upgrading software; (3) replacing & deploying workstations, mobile phones and laptops; and (4) resolving and troubleshooting user issues; and (5) managing user email and computer accounts.

Key Responsibilities

  • Work in a team environment, completing Tier I and II Help Desk support & troubleshooting in a Windows environment.
  • Troubleshoots software and hardware failures and identifies problems when they relate to user computers.
  • Performs the installation, repair and preventative maintenance of user computers and related systems.
  • Prioritization of incoming phone, ticket & email requests for technical assistance – utilization of next level of staff for escalations.
  • Responsible for maintaining appropriate system access controls and user profiles including setting-up new users’ accounts, modifying and terminating access and resolving password issues.
  • Document processes and procedures as needed.
  • Assists in determining suitable software to meet user requirements.
  • Applies acquired job skills and company policies and procedures to complete assigned tasks.

Required Skills

  • Desktop support experience.
  • Experience troubleshooting Windows 10, Microsoft Office 365, Teams, Word, Excel, Outlook, etc.
  • Understanding of Microsoft Active Directory and ability to manage user accounts.
  • Experience with Microsoft Office 365 management portal.
  • Experience troubleshooting computer and hardware systems.
  • Ability to take ownership and responsibility for new and ongoing tasks
  • Maintain and observe the highest professional ethical standards and confidentiality
  • Ability to foster effective teamwork in a fast-paced collaborative work environment
  • Ability to manage communications across multiple US and European offices
  • Excellent organizational skills.

Desired Skills

  • Experience with O365 for Business phone system.
  • Understanding of Network – OS, Security, Ethernet, TCP/IP, DNS, GP, DHCP, VPN & Wireless communication.
  • Experience with software deployment and computer management tools.  (PDQ, ConnectWise Automate/Labtech, MDT)
  • Experience with Microsoft PowerShell.
  • Experience with Microsoft Exchange 2013 user management.
  • Experience with antivirus management. (Carbon Black, Sophos, Microsoft Defender)
  • Ability to promote process improvement.

Education and Experience

  • High school, secondary school or equivalent.
  • 3+ years of Desktop Support experience in Microsoft server and computer environment.
  • MCDST & CompTIA A+ certifications a plus.