Location: Colorado Springs,CO, USA
Notes:
-Enterprise level support within a Tier 1 Environment is required.
-Ideally would like to see 2 years of previous Tier experience in an enterprise level environment.
-Will provide first line support to all City agencies.
-ITIL shop. Want someone with great note taking/ticketing experience.
-Strong Windows background with heavy Active Directory use.
-Customer service skills- will be handling high volume inbound calls, go getter attitude, good soft skills.
-Must obtain their Sec Plus certification within 6 months of starting in the role (will not be required to start in the role).
Candidate must pass drug screen and criminal history check.
Onsite 5 days per week, Colorado Springs
Job Description:
The purpose of this position is to perform a variety of computer systems administration, support, and project tasks including analyzing, documenting, testing, maintaining, troubleshooting, and supporting PC hardware, operating systems, and software applications.
This is accomplished by providing help to walk-in customers; re-install operating system images on computers; replace broken hardware in desktops and laptops; ensuring that the computer worked on is updated and working properly before returning to end user; and escalating service requests to the appropriate
people in the department that require more attention or faster service.
DISTINGUISHING CHARACTERISTICS:
This is the entry level class in the Technical Support Analyst series. This class is distinguished from the (II level) by the performance of the more routine tasks and duties assigned to positions within the series and by the level of supervision required in the performance of assigned duties. Since this class is typically used as a training class, employees may have only limited or no directly related work experience.
Essential Functions
Note: Regular and predictable attendance is an essential function in the performance
of this job.
Time %
(All below must add to 100%)
Note: Time spent on each essential function will vary based on operational needs and
is only intended to be an approximation over the course of a full year.
15% Repairs computer software to include component replacement within a computer;
software installations; replacement of an entire computer system; user profiles
backups and restores; and works with vendors to get replacement parts or warranty
replacements.
10% Assists walk-in customers by answering user questions; showing users how to perform
a specific operation; and quickly solving user problems.
25% Builds operating system images by gathering application needs from departments;
ensuring images stay updated with patch and application updates; ensuring all
settings are correctly applied; building images within a specific baseline; ensuring
images are working with different hardware models; and building image for users
specific needs.
10% Works on special projects including new product launches; ensures performance;
documents processes involved with the new products; trains IT staff on new products;
and works with venders to ensure user needs are met.
20% Disposes equipment including ensuring all hard drives are deleted to standards; picks
up users equipment promptly; documents disposal of equipment; and delivers to
disposal site.
20% Ensures the customer's desktop or laptop is replaced, imaged and configured
according to schedule; coordinates delivery and set up with customer; ensures
computer or laptop is properly functioning; and retrieves old equipment, and updates
records.
Competencies Required:
Human Collaboration Skills: Work may require providing advice to others outside direct reporting relationships on specific problems or general policies. Contacts may require the consideration of different points of view to reach agreement. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.
Reading: Intermediate - Ability to read papers, periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ordinarily, such education is obtained in high school up to college.
However, it may be obtained from experience and self-study.
Math: Intermediate - Ability to deal with system of real numbers; practical application of fractions, percentages, ratios/proportions, and measurement. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
Writing: Intermediate - Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
We cannot provide sponsorship or work C2C for this role.