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Job Information

Jacobs Help Desk Support in Colorado Springs, Colorado

Help Desk Support

Description

FUNCTION OF POSITION Provides routine technical support to the organization's users of computer applications and hardware.

DUTIES AND RESPONSIBILTIES

1. Serves as first point of contact for customers seeking basic technical assistance over the phone or email.

2. Creates, assigns, and tracks service request tickets in ticketing system to ensure timely completion.

3. Answers routine questions about installation, operation, configuration, customization and usage of assigned products.

4. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.

5. Escalates complex problems to senior level Help Desk or Supervisor

6. May performs clerical functions associated with proper documentation for hardware/software purchases, travel arrangements, and expense reports.

7. Performs other duties as assigned.

NATURE OF POSITION CHALLENGES To accomplish work assignments according to quality and accuracy standards, and according to time requirements.

SUPERVISORY GUIDANCE Works under direct supervision and according to detailed instructions. SCOPE OF POSITION

Qualifications

Requires a High School diploma or equivalent and 6-12 months’ customer service experience, or equivalent training and experience. Knowledge of assigned hardware and/or software products required. Must have strong customer service skills and be able to effectively communicate technical issues.

Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.

Job Information Technology

Primary Location United States-Colorado-Colorado Springs-NSC

Job Type Experienced

Req ID: ADV0000GV

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