- Manage Help Desk tickets in a timely manner
- Respond to customer issues via phone, email and computer chat
- Provide a timely and positive customer support experience
- Resolving issues based on current documentation and procedures
- Improving documentation and procedures with the rest of the IT team
- Install, make changes and repair computer hardware and software as needed
- Escalate issues to the rest of the IT team in a detailed and concise manner
- Shared On-Call rotation with IT Team
- Account creation and removal as needed
- Provide onsite support for our Call Center office in North Denver, and DTC office
- Provide remote support for staff working from home, on travel, or in remote contracted call centers
- Inventory and Asset tracking and decommissioning as required
- Continual team interactions and daily meetings standard
- Strong Documentation skills – design and deploy detailed documentation when required
- As a part of normal business operations, employees in this role may access and/or modify electronic Protected Health Information (ePHI) in a manner compliant with requirements set forth by the Health Insurance Portability and Accountability Act (HIPAA)
- Minimum of 2 years of relevant work experience as a Helpdesk technician, or equal role within IT, required
- Experience with Windows 10, 11 and MAC iOS
- Experience supporting Office 365 and collaboration tools such as Teams and Slack
- Troubleshooting and problem-solving experience required
- Some experience Azure Intune and User/Device management experience
- Must have a working vehicle for occasional travel between our Westminster and South Denver (Centennial) locations
- Supreme customer service skills
- Detail oriented and client focused
- Strong time management skills
- Comp TIA + or equivalent certifications a plus
- Active Directory / Group Policy skills a plus
- Experience with larger ticketing systems, such as JIRA, preferred
- Call Center Support experience a definite plus
- Medical, Dental, Vision insurance
- Virtual Doctor Visits with $0 Co-Pay
- Life Insurance (company paid)
- Short Term Disability Insurance (company paid)
- Long-Term Disability Insurance (company paid)
- Paid Time Off (PTO)
- Paid Holidays
- Paid Time to Volunteer
- Flex Spending Account (FSA)
- 401K Plan (with an awesome employer match)
- Employee Assistance Program
- Employee Discounts Program
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Helpdesk Support Technician - Denver, United States - EverDriven Technologies LLC
Description
Job Description
Job DescriptionEverDriven is a rapidly growing, tech-enabled transportation management company, serving some of the most vulnerable children in our community. We exist to ensure that children with special needs receive safe, efficient, and cost- effective transportation to and from school. Our proprietary, best-in-class, technology solutions enable school districts and parents to easily plan, track and adjust each student's trips, to and from school, and gives the student access to the educational experience they deserve. Every Trip. Every Day. If you're someone who thrives in a mission forward, fast-paced, technology driven environment, we would love to talk to you about a fulfilling career at EverDriven.
Salary Range: $55,000 - $65,000/year based on experience, + bonus potential
Office Location (Hybrid): 12000 N. Pecos St. Westminster, CO 80234
Position Summary:
The Desktop Support Technician works across a broad range of technologies and with multiple departments to support and trouble-shoot IT issues. Team members provide front line support for all of IT through in-person, phone and email interactions. The Helpdesk Support technician will work primarily within our Jira ticketing system (JSM) and provide support and detailed follow-through to resolve the employees' IT issues in a timely manner. This role requires strong customer service skills and technical support experience to provide the best customer/employee experience possible.
Responsibilities:
Requirements:
Desired Experience:
Benefits:
Commitment to ESG:
Since 2006, EverDriven has remained committed to incorporating environmental, social and governance fundamentals into the framework of our internal and external culture. Today, ESG principles are part of the lifeblood of EverDriven and a driving influence that shapes not only our culture but all aspects of our day-to-day operations. We believe ESG principles enable us to more successfully achieve our mission to help every child have an equal opportunity to learn, grow, and succeed.
Commitment to Diversity and Inclusion:
EverDriven is a mission-centered, action-oriented company that honors diversity and inclusion. Our customers come from all walks of life and so do we. We strive to hire great people from a variety of backgrounds, not just because it's the right thing to do, but because it makes our cultural health stronger. In turn, our inclusive culture inspires our innovation and fosters a sense of belonging so we can continue to serve the most vulnerable populations with excellence.
Commitment to Equal Opportunity:
EverDriven is deeply committed to building a workplace where inclusion is not only valued but prioritized. We're proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, disability, age, or veteran status, or any other non-merit based or legally protected grounds.
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