- Deploy pre-packaged software via Microsoft Intune.
- Assist with deployment and logistics of company owned assets (Computers, Mobile Devices, Phones, Monitors, Docking Stations, etc.)
- Assist in software releases and rollouts according to change management best practices.
- Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
- Triage incoming cases in the service desk ticketing system.
- Assist with facility cases as necessary (Security walks, Desk moves, etc.).
- Provide support for mobile devices including iOS and Android devices.
- Build rapport and elicit problem details from service desk customers.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Escalate incidents to Tier II with accurate documentation when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure an incident has been adequately resolved.
- Contribute to technician knowledgebase as needed Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual improvement.
- AS degree in Information Technology, Computer Science or relevant field preferred and/or 2 years equivalent work experience
- Microsoft Azure, Microsoft O365, and/or Administrative/Networking/Security focused certifications are recommended.
- Experience troubleshooting computer and application issues
- Enjoys and excels working on a variety of problems and tasks
- Working knowledge of service desk concepts
- Excellent service-driven, customer-focused skills
- Excellent oral, written and interpersonal communications skills
- Experience in providing service desk support preferred
- Windows 10, Windows Servers, Office 365, Azure, Salesforce
- PC hardware, printers, scanners, computer peripherals, Mobile devices (iOS, Android), IP Phones
- Client PC connectivity - Ethernet, wireless, and VPN
- Medical
- Dental
- Vision
- 401(k)
- Company Paid Short Term Disability
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Paid Time Off
- Voluntary Benefits
Service Desk Technician, Tier 1 - Denver, United States - Professional Case Management
Description
Put your talents to work at PCM Whether you work in our Home Care, Clinical Research, Impairments, or Catastrophic Care division, you will support our mission to deliver care and other services that enhance the quality of life of our clients. Be a part of our dynamic client-focused team and make a difference in your career
Professional Case Management is seeking a Service Desk Technician, Tier 1 to join our team. In this role, you will ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
LOCAL CANDIDATES ONLY Travel to the Denver, CO office is required 3-4 days per week.
Essential Functions/Areas of Accountability
Acquisition & Deployment
Operational Management
Individual base pay depends on various factors, in addition to primary work location, complexity and responsibility of role, job duties/requirements, and relevant experience, skills and other market-based factors.
Available Benefits Include
Professional Case Management is an Equal Opportunity Employer.