IT Technical Support Specialist Associate - Boulder, United States - Workforce Connections

Description

Permanent Placement Opportunity


Job Title:
IT Technical Support Specialist Associate (Active TS/SCI Required)


Location:
Boulder, CO


Salary Range:
USD $18.03 $23.80 / hr

Essential Responsibilities

Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully.

Exercises judgment and decision making in the diagnosis and resolution of computer hardware and software problems.
May act as a lead worker in the IT Technical Support area coordinating efforts amongst other team members.
Solve computer workstation problems following established policies and procedures.
Maintain appropriate documentation records (both hardcopy and on-line).
May develop procedures for the efficient operation of the IT Technical Support functions and participates in process improvement activities.
Maintain documentation records to log and track problems and resolutions as appropriate.
Consistently provide basic IT-related troubleshooting and end-user support.
Solve IT-related issues and execute predefined requests per established policies and procedures.
Leverage tools and processes in place to quickly and effectively resolve end-user questions or issues.
Create or update knowledge-based articles to reflect current data and processes. Archive outdated knowledge articles as older processes become obsolete.

Answer and record all phone calls directed to the IT Technical Specialist; maintain documentation records to log and track problems and resolutions as appropriate.

Participate in the IT Technical Specialist call center queue and consistently meet call center metrics

As a first level of IT troubleshooting, provide phone support to end user and escalate to other IT teams as needed.

Remotely troubleshoot personal computer and peripheral equipment.
Provide Application Support and Identity Management for assorted Applications
Maintain a regular and predictable work schedule.
Establish and maintain effective working relationships within the department, the SBU/SSU and the Company. Interact appropriately with others to maintain a positive and productive work environment.
Perform other duties as necessary.

Requirements

High School diploma or equivalent.
Each higher-level related degree, i.e., Bachelor's or Master's, may substitute for two years of related experience.

Degree must be from a university, college, or school which is accredited by an agency recognized by the US Secretary of Education, US Department of Education.

Active TS/SCI required.

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