Service Desk Technician - Golden, United States - Insight Global

Insight Global Golden, United States

4 weeks ago

Description

Position: IT Service Desk Technician (Tier 2)

Location: Onsite 5x a week from 8-5 in Golden CO

Duration: 6 Month Contract with potential conversion

Rate: $28.00/hr- 30.00hr

Must Haves:

4-6 years of experience as a service desk technician resolving tier 1 and tier 2 tickets over the phone and managing escalations through service now.
Experience troubleshooting windows systems including password resets through active directory, SSO support, etc.
Experience with technical support for Dell Hardware both laptops and monitors.
Experience with iPhone support including user set up, email set up etc.
Experience with basic application support (correct URLS, navigation of their proprietary systems, emails etc.)
Working knowledge of ITIL methodologies.
Soft skills include adaptability, teachability, customer service, team communication, and attention to detail

Plusses

Communicating with video conferencing applications (teams, zoom, Webex, google meet etc.)

Day to Day:

A local government employer in the west Denver area is looking to hire a service desk technician to join their team specifically with law enforcement. This person will be responsible for Tier 1- Tier 2 support over the phone and managing tickets through ServiceNow. This technician will be required to do some support face to face but will mainly be resolving tickets via phone call. This person will not be expected to resolved tickets outside the local desktop. For example - issues related to the network, file or application permissions will be escalated to other team members. The ability to have a customer first mindset, clear communication, and attention to detail are crucial to success in this role. This technician will be expected to resolve 10-15 tickets throughout the day, while managing 50+ open tickets, and supporting a user base of 800. The schedule for this position is onsite 5x a week, 8-5, with some flexibility. For example: working a 4/10 or a 9/80, accommodation for those with children, some hybrid/remote days as well.

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