Istonish is a leader in IT managed services and consulting, staffing, and hosted IVR solutions. With more than 20 years in the industry, Istonish is a privately held company with headquarters in Greenwood Village, Colorado. As a result of our continued success, Istonish is growing and looking for a focused and results-oriented Service Desk Tech I to join our team.
Job Title: Service Desk Tech I
Reports to: Managing Director, MS Help Desk
Type of Position: Full-Time; Non-exempt
Position Summary: The Service Desk Tech responds to user/client questions and request for assistance by recording, categorizing, diagnosing and recommending solutions to problem situation described in multiple platform environment, in a timely manner. Use problem-solving skills to search for solutions within a diverse procedural thinking environment. Also, will resolve immediate user problems, as well as identify and report problem trends which may indicate system-wide problems or malfunctions to management.
Essential Functions Answer questions and recommend solutions to assist clients experiencing problems in a prompt, accurate and efficient manner by listening to client descriptions of problem situations; identifying and courteously asking questions to elicit clarifying information about the problem; analyzing the information obtained through questioning to diagnose and identify solutions to the problem by taking appropriate corrective action to resolve the problem. Responsible for supporting end users in the use of various software programs. Logs queries, resolves problems, refers issues to others and follows up to ensure resolution. Manages technical assistance request records efficiently and effectively. Identify and report problem trends which may indicate system-wide problems or malfunctions to management Assist with the development of customer knowledge base. Provide technical support to internal and external customers in solving product problems. Review more complex problems with programmers/administrators integrators to ensure appropriate measures are taken. Makes recommendations concerning technical support procedures. Develop and document technical support procedures. Also tests products, recording and reporting problems found. Perform self-study towards obtaining Istonish approved IT certifications. On-call and carry on-call cell phone must be available to respond to any Priority 1 or 2 trouble reports. Must answer the on-call cell phone at all times during the on-call period, or call back the caller within 15 minutes and report to the call center in 15 minutes. Occasional dispatch to client site as needed. Performs other duties and projects as assigned.
Knowledge and Critical Skills/Expertise
Education/Experience: High School diploma or GED required; Associate Degree in Computer Science or Information Systems preferred; Two + years of relevant experience.
Language Skills: Excellent written and oral communication skills including editing skills. Exhibits exceptional customer service orientation. Interacts professionally and courteously with co-workers and clients.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret graphs.
Technical Skills: Strong background in Microsoft Operating System (XP, Windows 7, Windows 8) in Active Directory environments, Microsoft Office, PCs and various peripherals like monitors, printers, faxes, scanners and input devices (keyboard and mouse). Must have strong working knowledge of various IT protocols such as IP, DNS, DHCP, LAN, WAN, etc.
Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Certificates, Licenses, Registrations: Valid Driver's License and reliable transportation. Technical Certificates (A+, MCSE, CCNA) preferred.
Other Skills and Abilities: Background in technical help desk support, configuring, assembling, integrating and trouble-shooting Intel based server products and associated peripherals.
Seeing Must be able to see well enough to read reports and use a computer. Include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Hearing Must be able to hear well enough to communicate on the phone and in person.
Standing/Walking/Mobility Occasionally required to stand; walk; sit.
Climbing/Stooping/Kneeling Must be able to stoop and kneel for short periods of time. Stoop, kneel, balance, crouch or crawl.
Lifting Must be able to lift up to 50 pounds occasionally. Reach with hands and arms.
Fingering/Grasping/Feeling Must be able to write, type, and use the phone system. Use hands to finger, handle or feel objects, tools or controls.
The noise level in the work environment is usually moderate.
Work environment is usually indoors, the employee is not exposed to weather conditions.
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