Service Desk Technician I

Location: Boulder, CO (HQ)
Job Code: 520
# of Openings: 1

Description

Summary:        

The Service Desk Technician I position is a full-time employment opportunity located in Boulder, CO.  This role will provide Tier 1 technical support to both internal associates and clients for technical inquiries received via telephone, email or web portal.  They will assess the nature of a problem and resolve simple and basic support issues over the phone while escalating more complex issues to next level of support. 

This position may be required to participate in a 24x7 on-call and Saturday rotation to include weekends and holidays. Candidate must be willing and available to work non-standard shifts for defined coverage times on short notice and/or for extended periods of time.

 

Responsibilities include but not limited to:

  • Answer incoming customer calls and working tickets with a high resolution rate for assigned areas of expertise
  • Troubleshoot access and technical issues while gathering pertinent information to resolve or escalate the problem
  • Resolve open incidents and communicate back to customer
  • Follow defined policies and procedures
  • Exhibit excellent customer service and communication skills

 

Qualifications Include:

  • At least two years of IT support experience required
  • Must be proficient with Windows XP, 7, Office 2010, 2013, Mac and Office 2013
  • Excellent communications skills
  • Analytical and problem solving skills
  • Ability to work in a team environment
  • Organization skills to balance and prioritize work
  • Leadership skills to mentor and provide guidance to less experienced personnel

 

 





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