GHG Corporation
  • 001
  • Centennial, CO, USA
  • 1200-1800 per week
  • Full Time

Job purpose

Responsible for daily oversight of the Information Technology Help Desk. Coordinates with team and other IT departments to provide quality customer service and technical support to user community. Acquires and maintains a thorough understanding of applicable ASC policies and procedures.

Duties and responsibilities

  • Provides guidance and direction for scheduling employees, monitoring workflow and ensuring
  • Help Desk coverage during standard business hours.
  • Accurately communicates information to Help Desk staff. Ensures Help Desk representation when coordinating support for work tasks/projects within the division or company.
  • Promotes development of Help Desk processes and philosophies in order to continually improve Tier 1 troubleshooting efforts.
  • Monitors Help Desk queue and inbox and creates work orders as appropriate.
  • Documents all reported problems in a work order data base and follows up with assigned personnel to ensure timely resolution of problems/work orders.
  • Handles confidential matters (personnel actions, management reports, etc.) in accordance with Sensitive Rules of Behavior policy.
  • Provides basic Microsoft Office assistance to user community. Provides File Transfer Protocol (FTP) support.
  • Facilitates network and e-mail account creation, work space assignments, building access and desktop setup.
  • Performs annual/seasonal review of all Help Desk procedures and related documentation. Provides first level troubleshooting for desktop hardware and software related problems. Isolates
  • problem trends and identifies recurring problems to find permanent solutions. Resolves technical problems related to Microsoft applications, electronic mail and legacy applications.
  • Utilizes Windows system management tools to perform account administration, password changes, group changes, and account expiration modifications.
  • Supports user community by assessing each situation to ensure timely problem resolution and minimize service interruptions.
  • Provides a central source of information enabling support personnel to recover from outages with minimum disruption to expected service levels.
  • Maintains technical competency through online training courses, conferences, and on-the-job training within IT division.
  • Coordinates the training requirements of the Help Desk personnel.
  • Participates in technical interviews for full time and contract Help Desk staff positions
  • Provides mentoring for entry level Help Desk Support staff.
  • Responsible for maintaining a safe workplace program and ensuring safety is a high priority in the work place.
  • Performs other duties as required.

Qualifications

  • High school diploma or equivalent required. Associates degree in Computer Science preferred.
  • Minimum of four years experience in end user computer support to include two years in a lead or supervisory role is required.
  • Microsoft application support experience is required.
  • Working knowledge of desktop computer hardware and software, system and network recovery methods and software tools, and call tracking software is required.
  • Remote network access and two factor authentication experience is preferred.
  • Strong technical written and verbal communication skills are required.
  • Excellent customer service skills are required.
  • US citizenship or permanent residence is required.

Competencies

  • Technical Capacity.
  • Organizational Skills.
  • Strategic Thinking.
  • Problem Solving/Analysis.

Physical requirements

  • Deployment may be required in this position at discretion of management. If required, the individual in the position must successfully complete the physical and dental examinations, and psychological examination for winter-over positions, as required by the NSF for deploying to Antarctica. Failure to meet these requirements may result in withdrawal of employment offer or other employment action. Complies with applicable safety, environment, health, and waste management policies and procedure.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Position Expectations

This is a full-time position

Performance Period:

Equal Opportunity Employer/Veterans/Disabled

GHG Corporation
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