Position Overview:
Under limited supervision, provides technical support for the installation, repair, and maintenance of personal computers, workstations, and related software and hardware used by employees, contractors, or clients. Handles a range of troubleshooting activities to resolve identified questions, issues, and problems with individual and group hardware and software, with special emphasis on issues that may require research and initiative to identify and resolve. Records and reports data about the resolution of specific issues, questions, and problems and refers specialized matters to other IS teams.
Included among the varied day-to-day EUC operational tasks, the candidate will also perform refreshes, data migrations, imaging of machines, provide regional remote support via phone, and possibly assist the helpdesk. There will be a great deal of interaction with various teams such as server, network, and exchange teams; must have very good communication skills.
Will work with End User Computing Support team members and other IS workgroups to implement, maintain and troubleshoot specific issues, questions, and problems associated with individual computers or related hardware; this may include support for various network, application, and infrastructure systems. This Position may require both local and remote travel.
Under limited supervision, provides technical support for the installation, repair, and maintenance of personal computers, workstations, and related software and hardware used by employees, contractors, or clients. Handles a range of troubleshooting activities to resolve identified questions, issues, and problems with individual and group hardware and software, with special emphasis on issues that may require research and initiative to identify and resolve. Records and reports data about the resolution of specific issues, questions, and problems and refers specialized matters to other IS teams.
Included among the varied day-to-day EUC operational tasks, the candidate will also perform refreshes, data migrations, imaging of machines, provide regional remote support via phone, and possibly assist the helpdesk. There will be a great deal of interaction with various teams such as server, network, and exchange teams; must have very good communication skills.
Will work with End User Computing Support team members and other IS workgroups to implement, maintain and troubleshoot specific issues, questions, and problems associated with individual computers or related hardware; this may include support for various network, application, and infrastructure systems. This Position may require both local and remote travel.
Specific Responsibilities:
- Provides in-person and remote analytical and technical support for the installation, repair, preventive maintenance, troubleshooting, upgrades, modifications, and enhancements to individual workstations, personal computers, related hardware, and software. Will provide similar support for Apple devices, including Mac desktops, laptops, and smartphones. Will also need to provide system support for CADD/Engineering applications, such as AutoCAD and MicroStation.
- Troubleshoots software and hardware questions, issues, problems, and failures with workstations, personal computers, related hardware, and software; this may include more complex and challenging matters that require research and initiative to resolve. Activities include recognition, research, isolation, resolution, and follow-up actions.
- Screens and diagnoses internal inquiries and work requests for maintenance of personal computers. Identifies incidents, issues, questions, and problems that are beyond the scope of the workgroup and refer those to higher-level End User Support staff members or to other IS groups.
- Assures that all activities are documented and reported according to client’s and IS standards.
- Regularly follows up with end-users to ensure that questions, issues, and problems have been resolved to the user’s satisfaction.
- Maintains knowledge of current trends in the development of end-user hardware and software.
- May work with third-party vendors and contractors in handling routine installation, maintenance, and use of their products and services.
- Assists with project mobilization activities; may work with projects having to do with IT infrastructure hardware, as directed.
- Assists with office moves, consolidations, and closures.
- Onsite support will be provided in-home office (Denver) as well as remote regional support with some business travel, as needed.
Certifications:
- CompTIA Fundamentals or A+ certification (either or both preferred)
- Microsoft certification and or ITIL Foundation if applicable
Education/Experience:
- 4-year degree in Computer Science (or related curriculum) and at least 6-8 years of relevant IT work experience. Experience should include the support of various Endpoint devices in a geographically diverse environment. Individuals with a 2-year degree and an additional 3 years of relevant experience can be considered. Individuals without a degree will be required to have an additional 5 years of relevant experience for consideration.
- Working knowledge of Microsoft operating system and applications as well as a very good knowledge of personal computer technology, including a variety of computer models, printers, and peripherals. Experience working with standard security tools including anti-virus and disk encryption.
- Must have strong Apple support background/experience/proficiency, covering MAC laptops, desktops, smartphones, and related peripherals.
- Good working knowledge of the Apple operating system and applications.
- Good customer service skills.
- Ability to identify, analyze and resolve technical issues, questions, and problems with hardware and software configurations.
Written and oral communication skills appropriate for the position, including the ability to speak very well in basic professional situations and present technical data in a logical manner that is easy to understand (may include communication via telephone, in person, or presenting to small groups). Ability to write moderately complex documents (may include emails, memos, procedures, presentations). Typically communicates with a wide variety of individuals (employees and managers) throughout the organization and outside of the organization (i.e. clients, vendors).
