• Help Desk Specialist (CO)

    Job Locations US-CO-Denver
    Posted Date 2 weeks ago(3/8/2019 12:04 PM)
    ID
    2019-1227
    # of Openings
    1
    Category
    Data Strategy
  • Overview

    FMI Corporation is seeking an entry level help desk specialist to provide maintenance and support of the firm’s IT environment. The primary responsibility of this role will be focused on end user support, keeping desktop and cloud based computing systems operating effectively, efficiently, and securely while providing software support and administration. The help desk specialist works in conjunction with 3rd party providers to ensure quality delivery of support and service for all users, and works under minimal supervision and guidance utilizing independent judgement to achieve assigned objectives. Must be able to lift and maneuver a minimum of 35 lbs., and be able to lift, push, pull, or carry heavy objects such as PC equipment, paper supplies, etc. The help desk specialist is frequently required to reach with hands and arms, and occasionally required to stand, walk, climb, balance, stop, kneel, crouch, or crawl. Typical work hours are Monday-Friday 8:00am to 5:00pm. The help desk specialist must also be available to work off-hours as required when performing functions that would otherwise disrupt normal business operations.

     

    This is a full-time opportunity based in our Cherry Creek office in Denver, Colorado.

    Responsibilities

    • Providing day-to-day customer service and support with a high degree of technical expertise, timeliness, quality, and communication
    • Working with on- and off-site personnel to deliver IT services across the firm’s North American offices
    • Initiating, handling, and resolving phone calls, emails, voicemail, chat, and in-person requests from employees regarding IT support issues; escalating issues when applicable
    • Supporting an IT environment spanning network, PC/LAN/WAN, desktop images, security tools, and 3rd party applications
    • Communicating effectively with internal customers, service providers, and management
    • Installing, configuring, troubleshooting, and maintaining Microsoft Windows desktop images
    • Providing support for Cisco WebEx, RingCentral, and related video conferencing tools
    • Providing onboarding support and ongoing training for employees
    • Managing user accounts, logins, permissions, and access internally or through cloud solutions such as O365, Box.com, and Cisco Webex
    • Troubleshooting problems in person, by telephone, and remotely in a timely and accurate fashion
    • Supporting VOIP phone products
    • Troubleshooting and maintaining networked printers and copiers
    • Researching, resolving, documenting, and responding to support inquiries
    • Creating, modifying, and maintaining documentation for all products and software used by employees
    • Performing other duties as assigned

    Qualifications

    • Bachelor’s degree in computer science, information systems, or equivalent real-world work experience
    • 1-3 years of experience supporting Microsoft desktop users in a helpdesk/networking support role
    • 1 year of experience working in Microsoft O365 and\or Azure Cloud
    • Experience with an IT support ticketing system to manage and update open issues
    • Ability to troubleshoot Windows 10 and MS Office applications via O365
    • Ability to support remote systems/users via tools such as Remote Desktop Protocol and/or LogMeIn Rescue
    • Previous VOIP phone product experience; RingCentral experience a plus
    • Superior customer service, organizational, and time management skills, and the ability to efficiently manage multiple projects in a fast-paced work environment
    • Excellent written and verbal communication, listening, analytical, problem solving, interpersonal, and relationship-building skills
    • Demonstrated maturity, integrity, and the ability to work in an entrepreneurial environment, both individually and as a team player
    • CompTIA A+ certification, or the ability to obtain certification within first 8 weeks of employment

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