PC Tech

Posted on November 2, 2017 by .

PC Tech
Job Type: Contract
Location: Broomfield 

The IT Support Center Coordinator is responsible for ensuring the highest level of technical support while providing outstanding customer service to our employees by answering phones, logging calls and emails into tracking system, diagnosing and resolving technical problems and escalating when necessary as well as other duties as assigned by the IT Team.  The coordinator is responsible for learning and applying new technologies as necessary, as well as constant interaction with other departments and IT Support Center Manager as needed for projects. Other duties as assigned.

 

Responsibilities:

  • Exceptional ability to triage, case, resolve and document issues into an IT Service Management System in a high pressure environment
  • Must have excellent analytical, problem solving and troubleshooting skills of hardware, software and IP networking (LAN/WAN/Wireless)
  • Excellent communication and follow up skills; written and verbal
  • Strong customer service background. Requires the ability to communicate technical information to non-technical staff while maintaining composure under pressure. Will be supporting multiple layers of staff within the company
  • Identify and assess root cause of technical trends, identifying opportunities to better serve the user community
  • Highly self-motivated and directed
  • Prepares documentation and written procedures where needed
  • Execution of tasks and projects as directed by management
  • Answer Phones, monitor email and voicemail while logging all information into tracking system
  • Remotely support all aspects of IT applications and hardware, corporate wide
  • Comply with IT policies and procedures as outlined by IT staff
  • Execution of tasks and projects as directed by management
  • Maintain composure and diplomacy during all situations
  • Implement and support deployed solutions
  • Collaborate with the team in the development of ITSC implementation strategies
  • Provide appropriate issue escalation
  • Provide support and training for internal users across all lines of business, applications and devices

Job Requirements:

 

Licenses/Accreditations:

  • HDI Support Center analyst and  CompTIA A+ preferably  within the first 6 months

Computer Skills:

  • Proficient in all MS Office Suite including O365
  • Windows Server & Desktop operating systems
  • Windows and Network Administration
  • IT Service Management Software Experience (HEAT)
  • Solid understanding of IP networking (LAN/WAN/Wireless)
  • Remote help tools like SCCM, RDP and DameWare
  • Monitoring software: Splunk and IP Monitor preferred

Language(s) Skill:

  • Strong English oral, listening and written communication skills

Other Requirements:

  • Effective interpersonal skills
  • Ability to work independently and as part of a team
  • Strong Customer Service background
  • Communicate with diplomacy and tact
  • Assertiveness and diplomacy with the ability to determine when each is necessary 
  • Excellent questioning and analytical skills
  • Ability to work weekends and holidays when necessary
  • High level analysis and documentation abilities
  • At least 1 year of computer related experience
  • Ability to work weekends and holidays if necessary
  • Must possess a strong sense of urgency and commitment to results

Preferred Skills:

  • MS Office Suite and O365
  • Microsoft Certifications a plus
  • POS experience preferred
  • HEAT incident management software a plus
  • Experience with Account Administration
  • Knowledge of PCI and SOX guidelines

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BWBacon @BWBacon
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