Pay Rate: $20-$25/hour DOE
On-site in Downtown Denver
General Description of the Engagement
Our client is looking to bring on Service Desk Support Technicians to become part of a highly motivated, top tier team of IT professionals. The candidates will directly support all city's agencies. Successful candidates will have strong technical expertise and strong, effective communication skills. Responsibilities to include (but not limited to) remote troubleshooting of computers, software, and user accounts, using tools like ServiceNow, ITSM, SCCM, O365 etc.
Engagement Start Date & Duration, Weekly Hours, Work Location
This is a 40 hour, full time position. After initial training, there will be an option to work remotely. You will be working on a team of 12 other ServiceDesk Techs and in an organization of about 80 people across ServiceDesk, helpdesk and desktop.
Expected Responsibilities:
· Troubleshoot technical related issues via phone and electronically through our ticket handling system
· Develop new and maintain existing technical procedures, documentation, and operational instructions in our organization’s knowledge base
· Communicate effectively with customers (applying appropriate soft skills) in both written and verbal forms
· Install applications using in-house tools (SCCM).
· Troubleshoot operating system and application issues including Office 365.
The ideal candidate has:
· Previous customer service experience
· Solid understanding of ITSM/ITIL foundation
· Previous ServiceNow experience
· Strong experience supporting end user customers in a Service Desk environment with an emphasis on First Level Resolution (FLR)
· Experience delivering excellent customer support by being proactive, checking understanding, and practicing active listening.
· Focus on efficiency and organization
· Experience maintaining and troubleshooting computers, applications, network, and user accounts in a Windows enterprise environment
· Experience with Microsoft PowerShell (or any scripting in general)
Eight Eleven Group (Brooksource) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, sexual orientation, gender identity, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.
