Service Desk Technician I

Essential Duties:

1. Provide outstanding customer service by responding quickly, effectively, and courteously to requests received through the IT Service Desk via phone, e-mail and in-person interaction.
2. Resolve end user requests with established service level agreements.
3. Follow standard service desk procedures.
4. Work with Service Desk staff to assist in documenting processes and procedures for handling common requests including end-user’s documentation and internal standards.
5. Evaluate documented resolutions and analyze trends for ways to prevent future problems.
6. Provide introductory training to employees regarding IT equipment and application use.
7. Log and track all service desk interactions into ticketing system including all successful and unsuccessful steps taken through to final resolution.
8. Identify and escalate situations requiring urgent attention.
9. Collaborate with Network and Systems Administrators to ensure efficient operation of the company’s computing environment.
10. Troubleshoot with all available resources including utilizing diagnostic utilities and software to aid in researching and resolving issues.
11. Deploy and maintain laptops, desktops and Virtual Desktop environment as necessary.
12. Maintain inventory of all equipment, software and software licenses.
13. Manage mobile devices through mobile device management software.
14. Perform preventative maintenance including tuning and patching of desktops, laptops and other end user electronic devices.
15. Assign users and computers to proper groups in Active Directory and Exchange.
16. Participates in rotating on-call schedule.
17. Other duties and projects as assigned.

Competencies:

• Virtual Desktop Infrastructure (VDI) including Zero/Thin clients, as well as traditional laptop/desktop environments.
• Active Directory domain environment, including Group Policy troubleshooting Microsoft technologies including Windows 7, 8, 10, Office, etc.
• Mac technologies.
• Antivirus/Antimalware tools.
• Mobile devices, including e-mail setup & troubleshooting.
• Operating System Deployment technologies.
• Mobile devices, including e-mail setup & troubleshooting.
• Operating System Deployment technologies.
• Experience with Windows Server is a plus

Qualifications:

• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Strong troubleshooting and problem resolution skills.
• Strong documentation skills.
• Strong written and oral communication skills.
• Extensive application support experience with Office, Adobe, web browsers, and other applications.
• Working knowledge of basic networking principles including routers, firewalls, and switches.
• Experience in highly regulated environments such as HIPAA is a plus.
• 1 – 3 years of experiencing working in a service desk environment.
• College graduate with degree in the field of computer science or two years equivalent work experience.
• Preferred Certifications: CompTIA A+, Network+, MCSA.

Scope of Authority:

• Defined procedures cover most duties. This position enables the business to function properly from an IT perspective and relating to all IT support needs. Results of actions will be successful operation of the business relating to technology. Unsuccessful results cause business users to be unable to work due to technology failures. Expected to manage different and specialized situations of position. Plans daily work activities and prioritizes tasks for self with or without assistance from Service Desk Technician II or manager.

Work Conditions:

• Moderate physical effort is required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. Requires flexible time schedule, particularly with on-call schedule. Potential for tight deadlines or time periods of high workload might require additional hours. Regular and reliable attendance is a requirement. Working onsite is required due to user interaction requirements. The noise level in the work environment is usually minimal. Regular exposure to a computer screen.

Salary:$23.85 – $28.71 hourly, non-exempt

Delta Dental of Colorado offers a comprehensive compensation and benefits package. Some of the highlights from our benefits package include:

• Generous PTO
• 10 paid holidays
• Three affordable health plans
• Fantastic dental insurance plan
• 401(k) match with immediate vesting
• Supplemental retirement savings plan
• Company-paid life insurance, short-term disability, and long-term disability policies
• Wellness program
• Tuition reimbursement
• Transportation reimbursement (we are near a light rail station!)
• Paid volunteer time off

Delta Dental of Colorado is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation, or any other applicable status protected by state or local law.