- Advanced Technical Support: Resolve complex technical issues involving hardware, software, network, and peripheral equipment.
- Ticket Management: Handle escalated support tickets from lower-level technicians and ensure timely resolution.
- Troubleshooting: Perform thorough troubleshooting using advanced diagnostic techniques and tools.
- User Assistance: Provide exceptional customer service and user support for technical problems via phone, email, or in-person.
- Documentation: Maintain detailed documentation of support activities, resolutions, and processes.
- Training and Mentoring: Assist in training and mentoring junior help desk technicians, sharing knowledge and best practices.
- System Maintenance: Participate in the maintenance, upgrading, and configuration of IT systems and applications.
- Project Participation: Contribute to IT projects, including system upgrades, migrations, and deployments.
- Incident Management: Act as a key player in incident management, helping to identify, document, and resolve major incidents.
- Security Compliance: Ensure compliance with IT security policies and procedures.
- Experience: Minimum of 5 years in a help desk or technical support role.
- Technical Proficiency: Advanced knowledge of Windows and macOS operating systems, network troubleshooting, and common business software applications.
- Certifications: Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Professional (MCP), or similar is helpful but not required.
- Problem-Solving Skills: Strong analytical and troubleshooting skills with the ability to resolve complex technical issues.
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Customer Service: Demonstrated ability to provide high-quality customer service and support.
- Team Collaboration: Ability to work effectively in a team environment and collaborate with other IT professionals.
- Project Management: Basic understanding of project management principles and the ability to contribute to IT projects.
- Scripting and Automation: Experience with scripting languages (e.g., PowerShell, Python) to automate tasks.
- Cloud Services: Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
- ITIL Knowledge: Understanding of ITIL practices and frameworks for IT service management.
- Environment: Office environment with occasional requirements to work off-hours for maintenance or emergency support.
- Physical Requirements: Ability to lift and move computer equipment as needed.
- High school diploma or GED required.
- Associate degree from an accredited college or university in computer science, MIS, or a related field is preferred.
- Equivalent work experience in a similar position may be substituted for educational requirements.
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End User Support Specialist - Longmont, United States - Intrado
Description
Job Description
The Technician 3 provides advanced technical support to end-users, addressing complex hardware and software issues. This role involves managing escalated support requests, mentoring junior technicians, and ensuring the efficient operation of IT systems. The technician will also participate in projects to improve the IT infrastructure and support processes.
This role is hybrid, with a focus on working (3) days in the office at our Longmont location.
Key Responsibilities
Required Skills and Qualifications
Preferred Skills
Working Conditions
Education:
Benefits & Compensation:
Looking for a workplace where you can thrive? Intrado offers a comprehensive benefits package that includes medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts, tuition reimbursement, paid parental leave, access to personal and professional training resources, employee discounts, and various insurances for critical illness, hospital indemnity, and pets. Take the next step to be part of meaningful work today.
The anticipated salary range for this position is between $22.50 - $30 per hour, depending on experience.
Company Description
Intrado is committed to enhancing safety and preparedness in communities by providing innovative solutions for critical events. As a leading SaaS company, we are revolutionizing the 911 emergency response process through advanced data-driven software. Our solutions empower enterprises, call takers, dispatchers, and first responders to make informed decisions swiftly and securely, ultimately enhancing community service delivery.
