Desktop Support Analyst - Onsite Denver

About the role

SitusAMC seeks a Technical Support Specialist to provide technical and troubleshooting assistance related to computer hardware and software, mobile devices, printers, and desktops. This role works in a corporate environment and requires strong communication skills to translate technical knowledge into actionable direction.

Responsibilities

• Escalate problems to higher level tier groups as required or to supervisor.
• Use service desk software to record, track and document the problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply company approved diagnostic utilities to aid in troubleshooting.
• Access FAQ resources on the Internet/Intranet to aid in problem resolution.
• Perform trouble resolution fixes remotely or in person, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of end user devices, and non-end user IT equipment.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups with end user and team members as required.
• Alert management to emerging trends in incidents.
• Aid in software releases and roll-outs according to Change Management best practices.
• Adhere to site audit responsibility policies and procedures.
• Monitor service desk system for incoming requests and resolve or escalate accordingly.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; desktops, laptops, printers, and other peripheral device issues.
• Respond to queries either in person, via email or over the phone; guide end users/clients through problem-solving process, follow up with users to ensure issue has been resolved.
• Continuously improve upon technical skills sets within assigned areas of expertise.
• Assist in training of tier I support staff and in their day to day operations as needed.
• Assist in various projects assignment by management.
• Participate in company and department provided training.
• Other activities as may be assigned by your manager.

Qualifications/Requirements

• High School Diploma or G.E.D. or equivalent combination of education and experience.
• Intermediate-level support staff with 2-4 years of relevant experience.
• Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and end user facing network configurations.
• Extensive application support experience with Microsoft Office suites and Office365 Applications.
• Working knowledge of software and hardware diagnostic tools.
• Exceptional written and oral communication skills and customer service mentality.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills and a willingness to assist with documentation.
• Proficient in basic network fundamentals.
• Self-Starter with ability to work as part of a team and individually as required by specific project needs.
• Excellent time management skills and the ability to prioritize.
• Patient, thorough, and innovative.
• Flexible to work as needed according to business needs. This may include nights, weekends, and overtime work.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• The ideal candidate should be dependable with an excellent attendance record, work well in a “Team Environment,” be cooperative and respectful.
• Ability to work independently with minimal supervision.
• Ability to conduct research into a wide range of computing issues is required.
• Absorb and retain information quickly.
• Present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• The employee may be required to report to a different local office as a normal, contemplated, and mandated incident of their employment.
• Must be able to physically to handle and set up technology equipment. Can require lifting to 50lbs.

Benefits

The annual full time base salary range for this role is $52,000.00 - $72,000.00. Specific compensation is determined through interviews and a review of relevant education, experience, training, skills, geographic location and alignment with market data. Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility and SitusAMC Senior Management approval.

Pay

The annual full time base salary range for this role is $52,000.00 - $72,000.00. Specific compensation is determined through interviews and a review of relevant education, experience, training, skills, geographic location and alignment with market data. Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility and SitusAMC Senior Management approval.

Schedule

The schedule for this role is typically full-time. However, the employee may be required to work nights, weekends, and/or overtime as needed.