Desktop Services Technician- Contract or Contract to Hire
Janus Capital Group - Denver, CO

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Desktop Services Technician- Contract or Contract to Hire
Location: US - Denver, CO
Last updated: 1/14/13 9:35 AM
Janus is a global investment management firm with the trust and respect of more than four million shareholders, clients and institutions, and with more than $164 billion in assets under management (as of March 31, 2012). Our product offerings include investment strategies across fixed income, as well as growth, mathematical and value equities. Janus has always been passionately inquisitive and independent in our pursuit to identify better investment opportunities for our clients. If there's one thing that we've uncovered throughout our 40 year history, it's that our unique culture of discipline and independence helps drive our clients' success. Janus is in business to help our investors achieve their financial goals and realize their dreams, and we believe the most effective way to do so is to work together to deliver strong, consistent long-term investment performance and exceptional service. We are deeply committed to our mission to deliver better outcomes for our clients through the disciplined pursuit of independent ideas.

Description
ROLE SUMMARY
CORPORATE TITLE: Desktop Support Tech I COMMON TITLE: Desktop Services Technician
DEPARTMENT: Information Technology REVISED DATE: 01/13
FLSA: Non-Exempt LOCATION: Denver, CO

ROLE PURPOSE:
At Janus, our DesktopSupportTechnicians provide customized and specialized support to help our customers achieve their mission by meeting and exceeding their expectations.The Desktop Technician I’s role is to provide a point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware and peripheral equipment to ensure optimal workstation performance. This person will also assist in Help Desk phone support, mobile device and audio\video support, and will troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance where required.

ESSENTIAL FUNCTIONS:
  • Installs and supports a variety of PC operating systems including Windows and Macintosh, as well as proprietary application software packages.
  • Installs and maintains printers, fax machines, scanners, copiers, BlackBerrys, Mobile Devices and other PC peripherals.
  • Provides professional and accurate support to employees both in the office and during business travel.
  • Utilizes second and third tier support resources to research and resolve open issues when necessary.
  • Assists in troubleshooting problems within the network and telecommunications environments, especially as they relate to problems at the PC desktop.
  • Provides follow up and progress updates to the end user for issues that can’t be resolved immediately.
  • Tracks tickets in the Call Tracking Database with specific details of steps taken to resolve the request.
  • Identifies issues and provides written updates for problem resolution to knowledge bases, troubleshooting manual(s) or supported on-line documentation products.
  • Assists with Video Conferencing and audio\video troubleshooting.
  • Help Desk phone support.
  • May support Executive Level end users.
OTHER FUNCTIONS:
  • Assists in Project work as needed.
  • Other responsibilities as needed.
SUPERVISORY RESPONSIBILITIES: None
QUALIFICATIONS

KNOWLEDGE, SKILLS & ABILITIES:
  • Excellent oral and written communication skills.
  • Excellent customer service skills.
  • Strong organizational skills, time management, and troubleshooting/problem solving skills.
  • Ability to work in a team oriented environment.
  • Working knowledge of various desktop OS environments including Windows and Apple\Macintosh and the Microsoft Office application suite.
  • Working knowledge of supported hardware platforms. Ability to configure and set up PCs and Macintosh desktop and laptops and diagnose problems with hardware components.
  • Working knowledge of supported printers, fax machines, scanners, and other hardware peripherals. Ability to install, configure, perform preventative maintenance, and troubleshoot hardware problems. Working knowledge of software driver installation and network printer installation and support.
  • Basic knowledge of Ethernet network topology, of wireless LAN’s and other networking topologies.
  • Ability to access, download, and retrieve technical information from on-line services.
  • Basic knowledge of 3270 emulation and AT&T voice environments.
MINIMUM EXPERIENCE:
  • One to two years experience in a technical support environment required (includes technical Help Desk).
MINIMUM EDUCATION, TRAINING AND CERTIFICATIONS:
  • High School Diploma or GED required.
  • Associate or Bachelor’s Degree preferred.
  • Desktop Support and\or Help Desk certifications preferred.
WORKING ENVIRONMENT/PHYSICAL ACTIVITIES:
  • PC usage up to 100% of the time.
  • Basic office equipment such as telephone, printers, fax machine, copier, etc.
  • Lifting, bending, and carrying equipment up to 70pounds may be required.
  • Rotational on-call duties may be required.
  • May be required to work more than 40 hours per week on short notice. This may include weekend/evening/holiday hours.
All applicants must be willing to comply with the provisions of Janus' Investment Advisory Code of Ethics related to personal securities activities and other disclosure and certification requirements, including past political contributions and political activities. Applicants’ past political contributions or activity may impact applicants’ eligibility for this position.
Janus/INTECH is an EOE / Affirmative Action employer

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Named after the Roman god with two faces, Janus Capital Group provides investment management and advisory services for institutional and...