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 Technical Lead to join our team.
You will be working from our headquarters Monday through Friday, 7:00 AM to 4:00 PM
Scope of Position: You will be a part of an active, cooperative, tight knit team of technicians who support internal IT operations as well as the IT infrastructure of multiple clients. This position requires Tier 0 through Tier II support abilities. Work will be consist of primarily remote support, but will include some local onsite work and occasional out of town onsite support. This position does not include personnel management or financial management.
Basic Function: The Tier II Technician is responsible for providing internal/external Istonish customers with incident management, change management, request fulfillment, and desk side support within a service desk tier 0, I and II organization. Applies knowledge of commonly used concepts, practices, and procedures to promptly resolve issues identified from inbound calls or emails. Relies on experience, judgment, and procedures to accomplish goals using creativity and latitude.
Position Responsibilities: Respond to tickets following documented processes Provide high levels of customer service while processing inbound calls Responsible for supporting end users in the use of various software programs and hardware platforms Create, update, and resolve tickets with accurate and detailed information Identify and report problem trends which may indicate system-wide problems or malfunctions to management Ensure timely customer follow ups on open/unresolved issues Escalate issues across different parts of the organization Assist with new customer onboarding Assist with the development of customer knowledge base Report process failures to Manager/Director with suggested resolutions Works with internal/external customers to diagnose, identify, research and resolve incidents and service requests from inbound calls and emails Utilizes knowledge bases and support documentation to timely and effectively resolve customer incidents
Teamwork/Mentoring: Act as a mentor to new and existing employees Serve as a point of contact for customer escalations from Service Desk team and report issues and/or process failure to Manager/Director Perform self-study towards obtaining Istonish approved IT certifications Become a subject matter expert in multiple areas (Systems or Network) and serve as a main point of contact for Service Desk related matters in that area. Assist Service Desk Tier III, Manager/Director, and others with projects as needed
Personal: 5 years of information technology experience 2 years of network related setup, changes, and troubleshooting Detail oriented with strong organizational skills Extremely strong communication skills Ability to provide occasional after hours support for escalated incidents Ability to make critical decisions within a short amount of time Ability to maintain a professional attitude and demeanor when in stressful situations Valid DL and reliable transportation Ability to work with no supervision Ability to communicate technical issues to customers in a non-technical format Ability to occasionally work weekend days, evenings and/or holiday shifts)
Technical: Expert knowledge of Intel based computers with regards to hardware setup, changes, and troubleshooting Advanced knowledge of Windows XP through Windows 7 in an Active Directory environment Advanced knowledge of Server 2003 and 2008 Expert knowledge of Ethernet networks Expert knowledge of wireless networks Expert knowledge of local and networked printers Advanced knowledge of setup, configuration, and troubleshooting of firewalls, routers, and switches Advanced knowledge of server and workstation backups Advanced knowledge of VPN setup and troubleshooting Advanced knowledge of WAN troubleshooting Advanced knowledge of Active Directory Advanced knowledge of Client-server Protocols (DNS, DHCP, TPC/IP)
Preferred Skills: Advanced knowledge of MS Exchange Ability to work with and escalate issues to vendors or any third party ITIL v3 Foundations, ISO 9001, A+, Solaris, MCSE, MCSA or other related certifications
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