Technical Support
DENVER-80023, CO, US
11/13/2018
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Required Skills
Company
Infinity Consulting Solutions, Inc
Experience
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Job Description
Technical Support
Denver, CO
Contract Opportunity
This position provides Service Desk support for Technology services.
This position provides Tier I and Tier II support for customers at identified agencies by analyzing, diagnosing and resolving software and hardware issues associated with desktop computers and mobile computing devices (laptops, network and local printers, smart phones, tablets).
Resolving or escalating user problems associated with enterprise-level services and applications.
Develops knowledge based documents relating to the specialty area to provide training and troubleshooting guidance to fellow IT support staff, and other stakeholders as necessary.
Primary Job Duties:
- Provides Tier 1 and Tier II support for a wide range of service offerings, products and applications including mainframe, voice and desktop support.
- Effectively and efficiently resolves incoming Tier 1 and Tier II support calls.
- Manages escalations for Tier II & III support when necessary.
- Installs, maintains and supports computer software on desktop computers following defined procedures, processes, and methods.
- Analyzes, diagnoses and resolves problems associated with operating systems, passwords, networking, wireless, VPN, hardwire connections and access to business applications.
- In some cases, determines that the problem must be referred to a different specialist outside the Section due to the nature of the problem.
- Uses documented processes and procedures to manage outages (emergency and planned) and informational notifications related to Client services.
- Ensures that notifications are sent, and status updates are provided throughout the outage per established procedures.
- Ensures that all tickets opened related to the outage are linked to the master outage ticket in the incident management system.
- Escalates large scale incidents, and liaisons with other Client functional groups and stakeholders as necessary. Ensures service level agreements and Client policies are followed.
- Ensures planned outage notifications meet the Change Advisory Board (CAB) standards.
- Uses the Department’s incident management system to coordinate all incidents reported and service requests made to the organization through the Service Desk.
- Ensures all calls are correctly recorded, classified, assigned the correct priority and urgency, and routed to the correct stakeholders.
- Serves as initial, and ongoing single point of contact for the incident in compliment of status updates provided by MIM.
- Monitors the ticket status and provides updates to supervisor when service level agreement is not met.
- Answer customer questions related to Client policy and procedures.
- Explain Service Desk functions and process to end users.
Requirements:
- Previous Technical Support experience of hardware and software
- Active Directory
- Windows experience
- Windows 10 preferred
- CANDIDATE MUST BE ABLE TO PASS TAX AND CRIMINAL BACKGROUND CHECKS. THIS MEANS TAXES MUST HAVE BEEN FILED THE LAST 3 YEARS.
Tech Support Executive
Information Technology
No Preference
Contract Only
Other
1
Candidate Requirements
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Walkin Information
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Recruiter Details
Doug Klares
1350 Broadway, Suite 2205,
NEW YORK-10018, NY,
US
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