Desktop Support Technician

About the role

Provide full onsite/desk side and remote support to end users for all their IT issues, services, and change requests for users in the region. Additionally, support remote users in other locations. Collaborate with the Regional End User Support Manager and the Regional IT Manager to maintain the IT platform and ensure optimal operating conditions for information systems.

Travel may be required up to 20% of the time. A passport is required as Mexico and Canada are within the coverage area.

Responsibilities

• Ensure all incidents and service requests are handled correctly and promptly, including those approaching or breaching service level agreements.
• Guarantee end users' capability to access certified applications from supported endpoints according to company policies.
• Provide support and management for mobile devices and tablets, including hardware provisioning.
• Coordinate the acquisition of hardware and software.
• Offer hands-on support to specialist teams with server, network, and telephony infrastructures ("friendly hands").
• Advise customers and users on IT needs and best practices.
• Conduct end user trainings and IT workshops.
• Contribute to continuous improvement by implementing standards to increase efficiency.
• Manage and participate in assigned projects.
• Maintain and update IT assets and documentation of internal IT procedures.
• Provide vendor support for the IT area.
• Assist in financial management, including functional costs and annual budget, in collaboration with the Regional IT Manager.
• Properly escalate incidents based on impact, severity, and urgency.
• Prepare reports and statistics related to IT KPI fulfillment.
• Participate in training end users in IT-related areas.
• Perform other duties and responsibilities as assigned.

Requirements

• ITIL certification required.
• Proven project management and business analysis capabilities.
• Experience troubleshooting PCs and laptops (Dell experience preferred).
• Experience with mobile devices and tablets management/support.
• Proficiency in smartphone usage (Android & Apple) for basic end user support.
• Experience with ServiceNow helpdesk software.
• Support for Windows 10 and 11, Outlook 365, and Microsoft 365.
• Experience with Windows Server.
• Experience with PC management software (e.g., remote software installation, remote PC support, OS imaging); Altiris is an asset.
• Strong knowledge of networking, LAN/WAN, TCP/IP, VPN; Cisco hardware experience is an asset.
• Basic end user support for Lotus Notes.
• Basic maintenance knowledge of VMWare.
• Basic knowledge of Citrix and thin-clients.
• Windows Server Administration (user and printing services management).
• End user hardware support knowledge.

Skills

• Customer-focused and business-oriented.
• Able to work in a team as well as independently, proactive, and capable of handling multiple tasks simultaneously.
• Analytical with a strong problem-solving ability in complex environments.
• Professional communication with non-technical end users.
• Attention to detail, especially when dealing with customer-reported problems.
• Willingness to research, learn, and find solutions; ability to quickly understand new technology and processes.
• Able to work efficiently and effectively under high pressure in a fast-paced environment.

Pay

The pay range for this position is $26.00 - $33.00 per hour. Individual compensation within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include specific elections, plan, or program terms. If eligible, the following benefits may be available for this temporary role:

• Medical, dental, and vision insurance.
• Critical illness, accident, and hospital insurance.
• 401(k) Retirement Plan with pre-tax and Roth post-tax contributions.
• Life Insurance (voluntary life and AD&D for employees and dependents).
• Short-term and long-term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, vacation, or sick leave).

Schedule

This is a fully onsite, contract-to-hire position based in Broomfield, CO.