Service Desk Technician II

About the role

As a Service Desk Technician II for the Service Delivery department, you will be responsible for providing advanced technical support for onboarding, offboarding, and workstation preparation within the Service Delivery department. You will work on service desk tickets in a timely manner and provide onsite support as needed to resolve technical issues. You will troubleshoot and resolve networking, VPN, Active Directory, and Office 365 issues to ensure a seamless experience for our clients.

Location and Work Expectations

This is a hybrid position requiring 10% of the work week onsite with clients and 90% of the work week performed remotely. This opportunity involves working on-site with various clients throughout the Colorado area, including Denver, Colorado Springs, or Pueblo. Must have a valid driver's license and insured vehicle. Travel may require up to 1.5 hour drive to the location. The schedule for this role is Monday through Friday from 8:00am to 5:00pm MT.

Responsibilities

• Manage and resolve Client Provisioning requests with a focus on timely and efficient solutions
• Prepare client workstations and devices for shipping and coordinate with shipping/receiving team
• Perform hardware diagnostics, low level hardware repair, and parts replacements including (but not limited to) hard drive replacement, RAM replacement, and screen/bezel replacement
• Troubleshoot and resolve networking issues, VPN SSL problems, and Active Directory/Office 365 issues
• Assist in the setup and configuration of user environments and workstations
• Document and track all client interactions and technical issues in the ticketing system
• Update documentation as needed to reflect current processes and solutions
• Escalate complex issues to higher-level support teams as necessary
• Assist with the deployment of new software and ensure compliance with company policies and procedures

Qualifications

• Professional IT experience, particularly in client provisioning or technical support
• Strong troubleshooting skills for networking and software issues
• Excellent verbal and written communication abilities
• Proficiency in Microsoft Word, Excel, and Outlook
• Knowledge and/or experience with Watchguard, SonicWall, FortiGate firewalls
• Knowledge and/or experience with Network troubleshooting
• Exceptional attention to detail and ability to follow written instructions
• A commitment to delivering high-quality customer service
• Reliable method of transportation
• This role involves extended periods of sitting or standing and regular use of computers and office equipment

Preferred qualifications

• Experience with ConnectWise or similar service management tools
• Familiarity and experience with Watchguard, Sonicwall and/or FortiGate firewalls
• Familiarity and experience with ImmyBot functionality and execution
• Technical knowledge with Macs and Apple devices
• A+ and/or Net+ certification
• Other relevant IT certifications
• Formal education (Associates/Bachelors in a related field)

Required language skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Physical requirements

• Must be able to lift up to 50 pounds frequently
• Must be able to lift up to 75 pounds rarely
• Must be able to perform frequent bending, kneeling, squatting, and turning
• Must be able to perform occasional reaching over shoulder height, waist level and from floor
• Must be able to work in a fast-paced environment
• Must be able to work in an unsupervised environment
• Must be able to drive / sit for extended periods of time

Benefits and Perks

• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions (4% match on 5% contribution - no vesting period; Employee and Company contribute after 90 days)
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Employee Assistance Program
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
• Education Reimbursement Program
• Generous Employee Referral Program - cash bonus for successful referrals
• Dynamic Recognition and Rewards
• Clear Promotion and Advancement Tracks
• Work with Industry-Leading Talent

Pay

The base pay range for this position is expected to be between $45,000 and $60,000 per year. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO.

Work Authorization

We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.

This response is AI-generated, for reference only.