Service Desk Technician at Istonish (Graveyard Shift)
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Greenwood Village | Tier I - Tier II
Do you want to play a vital role in the growth, culture, and continued success of a Colorado-based IT managed services support team? If monotonous, redundant support tasks put you to sleep, does owning the support of critical IT issues interest you? How about being responsible for troubleshooting, escalating, and resolving high priority incidents?
As a Service Desk Technician, you will be joining the IT Support Team at Istonish where you will be responsible for the internal IT support of the company, as well as handling all issues from our fantastic customers. You will specifically be focused on working closely with other team members to resolve incoming customer support requests, responding to infrastructure alerts, and working hands-on with a large swath of industry standard hardware and software. No day is the same as the last.
What will you be doing?
- Answering incoming calls from customers needing IT support
- Responding to alerts generated from hardware monitoring tools
- Repairing workstations or servers with hardware related issues
- Working with other team members to efficiently and effectively handle all incoming requests
â€¢ Proven experience supporting a centralized customer service organization to resolve computing requests remotely via telephone
â€¢ 1 to 3 years' experience supporting computer service requests, problem diagnostic/troubleshooting, and application process support
â€¢ The position requires demonstrable customer service and communications skills and must possess a team-oriented attitude
â€¢ Strong analytical abilities required to interact with customers to evaluate work and provide technical assistance
â€¢ Good experience in creating incident, problem, and process knowledge documentation to support a self-service knowledgebase
â€¢ The ideal candidate will possess a combination of both technical and application process support for a variety of organizations.
â€¢ Good ability to learn quickly in both technical and application areas
â€¢ Familiar with ITIL, CMM and PMI processes and best practices
â€¢ Service Now experience a huge plus