Help Desk Assistant I

Duties and responsibilities

• Primarily responsible for providing quality customer service and technical support to user community.
• Monitors Help Desk Inbox and creates work orders as appropriate.
• Documents resolution and closes completed work orders.
• Provides first level troubleshooting for desktop hardware and software related problems.
• Supports new hire orientation sessions
• Resolves technical problems related to Microsoft Office, electronic mail and proprietary applications.
• Facilitates network and e-mail account creation, workspace assignments, building access and desktop setup.
• Utilizes Windows system management tools to perform account administration, password changes, group changes, and account expiration modifications.
• Assists with identification badge processing to include taking staff photos, issuing badges and access cards.
• Maintains technical competency through online training courses and on-the-job training.
• Configures/issues two factor authentication devices
• Provides a central source of information enabling support personnel to recover from outages with minimum disruption to expected service levels.
• Participate in the creation and maintenance of technical and procedural documentation. Perform annual review of documentation.
• Tasking may include some administrative related duties.
• Responsible for maintaining a safe workplace program and ensuring that safety is a high priority in the workplace.
• Performs other duties as assigned.

Qualifications

• Bachelors' degree from an accredited college in a related discipline, or equivalent experience/combined education, with 2 years of professional experience. Considered experienced, but still a learner.
• Minimum of two years' experience in desktop-level troubleshooting and support, in a corporate environment is required (all reasonable and related trade experience is acceptable).
• Active Directory experience required.
• Excellent customer service skills are required.
• Intermediate software troubleshooting skills required.
• Experience supporting mobile telephony devices.
• Working knowledge of desktop computer hardware, software and call tracking tools are required.
• Strong technical knowledge of Microsoft Windows 7, as well as Microsoft Office products required.
• Strong technical written and verbal communication skills are required.

Desired:

• Experience troubleshooting wired/wireless network issues is preferred.
• Experience supporting business VPN access, two-factor authentication and whole disk encryption is preferred.
• Technical experience with Maximo and Defense Ready software applications desired.
• Technical experience with TrackIT! software desired.

Competencies

• Problem Solving
• Time Management
• Organizational Skills
• Communication Proficiency

Working environment

This job operates in a professional office environment.  This role routinely uses standard office equipment such as computer, phones, photocopiers, filing cabinets and fax machines.

Physical requirements

This is largely a sedentary role; however, some filing is required.  This would require the ability to lift files, open filing cabinets and bending or standing as necessary.  This position requires the ability to occasionally lift office products and supplies, up to 20 pounds

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

Direct reports

Program Manager

Position Expectations

This is a full-time position and hours of work are Monday through Friday 8:00 a.m. to 5:00 p.m. 

Period of Performance: As soon as possible- September 29, 2017

Location: 7400 S. Tucson Way, Centennial, CO 80112

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