Colorado Technology Jobs

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SOC, LLC Help Desk Support - Broomfield, CO IT in Broomfield, Colorado

Help Desk Support - Broomfield, COThe Service Desk Analyst will:Provide first and second level technical support for local and remote users,resolving technical problems and answering queries through various channelssuch as telephone, chat, email, and tickets submitted online.Follow all company and department documented procedures and protocols.Diagnose, identify, isolate, analyze, and resolve problems withhardware, software, network, and system/applications utilizingtechnical skills, historical database records, and knowledgebasedocumentation.Support commercial (COTS) software, customer specific applications,internet browsers, desktops, laptops, mobile devices and more.Route tickets to product line, application, or system supportspecialists, requiring clearly documented description of situation and anytroubleshooting already performed.Maintain and update records in Incident Management system.Required Education, Experience, and CertificationHigh School and one (1) year of technical support experience in a callcenter environment. Less experience may be accepted with additional education.Proven hardware/software troubleshooting experienceProven experience providing effective and professional communication,addressing moderately complex technical issues via telephone, email, and chatDemonstrated commitment and ability to provide excellent customer serviceAbility to work well with all teammates in a fast-paced SLA driven environmentInterpersonal skills and excellent written and oral communications,including the ability to collaborate effectively and coach othersUnderstanding of IT concepts/practices and experience with common servicedesk software.Proven ability to think and troubleshoot logically and act decisively incritical situationsExperience supporting Microsoft Office, Windows OS, and Mac OS XExperience with account administration and Identity Management toolsRequired ClearanceMust be able to obtain and maintain a Public Trust clearance.Desired:* Ability to arrive and start work promptly at beginning of scheduled shift* 3+ years of experience providing computer hardware/software support* ITIL Certification* Familiarity with government IT environment and administrative processes* Technical certifications such as A+, N+, MCP, MCSE, CCNA* Strong working knowledge of Windows 7, IE 8 and higher, Googleapplications, VPN software, VDI, and other commonly used commercial productsOverview#dzfedEOE AA M/F/Vet/Disability