Tier 2 IT Service Desk Technician - Golden, United States - Insight Global

Insight Global Golden, United States

3 weeks ago

Description

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 and 2 support over the phone managing tickets through ServiceNow.

Experience managing users in Active directory and Microsoft 365 is important, as well as troubleshooting user issues in Office 365.

Experience with imaging and updating and creating computer images is a plus.

This role 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 - initial troubleshooting of issues related to the network, file or application permissions is required.

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.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity/affirmative action employer that believes everyone matters.

Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
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Required Skills & Experience
-4 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.

Nice to Have Skills & Experience

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

Experience imaging computers including updating and creating images.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching.

Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

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