Saunders Construction, Inc. Help Desk Technician in Englewood, Colorado

Position Title

Help Desk Technician

Classification Non-Exempt

Reports to IT Director

Position Type Full Time

Purpose of the Role

The Help Desk Technician provides user assistance with routine inquiries and problems such as hardware, software, and network operations. Responds to and diagnoses problems through discussions with users; includes problem recognition, research, isolation, and resolution steps. Typically is able to resolve less complex problems immediately while troubleshooting more complex problems through to resolution. This position is 80% telephone support and 20% on site support.

Functions / Duties

  • Provide first line Help Desk support to the user community by answering questions related, but not limited to Microsoft Office, internet applications, desktop, network, smartphone (Android and iOS) and telephone systems

  • Provide support to end users on a variety of issues; identify, troubleshoot, and responds to end-user issues or requests; perform diagnostics using various tools; support includes but not limited to assisting with print issues, install, maintain, modify and troubleshoot hardware and software systems

  • Document, track and monitor all issues to ensure a timely resolution; test and verify fixes to ensure problem has been adequately resolved

  • Ensure a consistent response to problem resolution, service requests, and status reporting

  • Refer serious problems upward to top management as necessary in a timely manner

  • Utilize a call tracking system to log trouble tickets, change requests, and IT service requests, track and close tickets

  • Communicate effectively with all users with a focus on the end user reassessing/resolving issues as appropriate

  • Assist management in creating and documenting IT Help Desk processes, procedures, workflows, and schedules in order to meet and/or exceed established service levels to our users. Continual assessment of Help Desk processes against industry best practices and refinement of processes as needed, reporting of Help Desk performance against established service levels, ongoing incident review and analysis, customer communication regarding ongoing incident status

  • Manage customer relationships with the Help Desk in a courteous and professional manner

  • Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Knowledge / Skills / Abilities / Qualifications / Experience

  • 1-3 years technical experience in a desktop support environment

  • Windows 7, Mac OS, iOS, MS Office, Bluebeam support experience

  • Knowledge of imaging software and concepts

  • Strong competency in supporting PC, Laptop and Android/iPhone/iPad Hardware and Software

  • Experience using Help Desk Software for issue tracking, asset tracking, knowledge base and service level reporting desired

  • Strong problem-solving and logical analysis skills, as well as strong troubleshooting and diagnostic skills

  • Strong interpersonal skills-including strong verbal, written communication skills and excellent listening skills

  • The candidate must be able to interact with individuals at all organizational levels

  • Ability to look beyond the surface and determine the true root cause of the issues

  • Ability to gather, interpret information effectively and conduct research into a wide range of computing issues as required

  • Solid organization skills; must be able to prioritize tasks - attention to detail is extremely important

  • Proven ability to manage multiple projects, under tight deadlines, often with competing priorities and complexities

  • The candidate must be focused on customer satisfaction, excellent quality, and must be able to work independently.

  • Experience in CMiC is a plus but not required.

  • Knowledge of basic server and Domain Administration.

Physical Demands

The following are some of the physical demands commonly associated with this position:

  • Spends approximately 70% of the time sitting, and 30% of the time either standing or walking while on the job.

  • Occasionally* lifts up to 15 lbs, when moving project binders, office supplies or files, and may stoop, kneel, crouch, and balance while performing these same functions.

  • Occasionally required to climb, crawl, stoop and negotiate ladders, stairs or other routes at and within project sites in order to fulfill duties.

  • Constantly uses verbal and auditory capacity enabling interpersonal communication as well as communication through automated devices such as E-Mail, telephone and radio.

  • Constantly employs eye, hand and finger coordination enabling the use of office machinery such as computer keyboard.

  • Constantly utilizes full scope of visual capacity to travel to project sites and observe/verify project progress in addition to operating automated office equipment.

Constantly Activity exists more than 2/3 of the time

Frequently Activity exists from 1/3 to 2/3 of the time

Occasionally Activity exists less than 1/3 of the time.

Saunders Construction's Benefits

  • Employer Paid Health Insurance

  • Dental Insurance

  • Vision Insurance

  • Employee Assistance Program

  • Section 125 Plan

  • 401k Plan / Safe Harbor plan

  • Paid Time Off

  • Bonus Program

  • Employer Paid Term Life Insurance

  • Employer Paid Short Term Disability

  • Employer Paid Long Term Disability

Please Note: We communicate via e-mail. Please check your spam/junk settings to ensure you receive our communication.

This posting is intended for individual applicants. Search firms and agencies should contact Human Resources directly for information on conducting business with Saunders Construction.