OmniTRAX
Desktop Support Technician
OmniTRAX, Denver, Colorado, United States, 80285
POSITION SUMMARY
The Desktop Support Technician performs maintenance and support of the IT Infrastructure needs: PC workstations, switches, printers, copiers, and VoIP system. Analyzes requirements, resolves problems, installs hardware and software solutions and answers calls/emails from internal customers to troubleshoot and resolve issues for desktop environment. Performs desktop support and service desk role.
The Desktop Support Technician demonstrates and adheres to the company values of safety, honesty, ownership, respect, and teamwork to ensure a successful partnership with customers and employees that result in OmniTRAX's continued success.
ESSENTIAL RESPONSIBILITIESAssist in the repair, inventory tracking, management, and deployment of new systemsUpgrade existing systemsDaily administration and maintenance of computer devicesDaily administration and maintenance of user accountsDeliver end-user support over the phone and desk side: install, configure and the ongoing usability of user desktop computer, peripheral equipment, and softwareAssist end-users with network supportAvailable to work on rotating basis to support the 24/7 on-call of the production environmentOn-site requirement a minimum of 4 days per week subject to change at company discretionConduct computer deployment: track and execute computer hardware refreshesMonitor ticket system: triage incoming helpdesk tickets; work with IT staff as appropriate to determine and resolve reported problems from usersAssist users and work within small IT team to resolve technical problems with desktop computing/network equipment and softwarePerform printer support: troubleshoot issues with printers, copiers, and scannersCreate and update documentation for user/IT processes, document repeatable processes and proceduresPersonal interaction with internal customersOTHER DUTIES
Perform other duties and projects as assignedSUPERVISORY RESPONSIBILITIES
NoneREQUIRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES
High School Diploma/GED3-5 years desktop and direct end-user contact support experienceExperience with helpdesk ticketing systemPossess good trouble-shooting and problem-solving skillsOutstanding interpersonal, customer service and telephone etiquette skills: professional demeanor at all times, performs approximately 50% of work remotely via phoneStrong understanding and working knowledge of classic and Azure Active Directory user and computer objectsEffectively manage problems through all phases: analysis, resolution, troubleshooting and root cause analysisWorking knowledge of mobile devices: iPhone, iPad effectively troubleshoot and configure devicesSelf-motivated, multi-task and initiate to meet deadlines and customer satisfactionStrong experience in Microsoft applications and operating systems starting with Windows 10Excellent verbal and written communication skills; effectively converse with all levels of the company, customers, business associatesIntermediate computer skills in Microsoft Office SuiteProfessional integrity and accountabilityWork in fast-paced, collaborative environmentREQUIRED CERTIFICATIONS AND LICENSES
Valid Driver's LicensePREFERRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES
Previous experience in Rail Transportation, Supply Chain Logistics, Manufacturing and/or Oil and Gas industriesAssociate's degree in IT or related fieldExperience working in a NOC or helpdesk environmentPREFERRED CERTIFICATIONS AND LICENSES
NoneWORK ENVIRONMENT
Work in a climate-controlled office and routinely use standard office equipmentTRAVEL
Occasional, as business requiresCOMPENSATION
Starting Salary: $28.20FLSA Status: Non-Exempt, Eligible for OvertimeEligible for Participation - Annual Discretionary Bonus
PHYSICAL REQUIREMENTS
Physical Requirements
% of Work Time
Remain in a seated position
80%
Speak and hear clearly
100%
Lift office products and supplies, up to 20 lbs.
20%
Stoop, kneel, bend and reach
10%
Dexterity to write and manipulate keyboard and mouse
100%
We are proud to be an EEO/Veteran/Disability Employer
The Desktop Support Technician performs maintenance and support of the IT Infrastructure needs: PC workstations, switches, printers, copiers, and VoIP system. Analyzes requirements, resolves problems, installs hardware and software solutions and answers calls/emails from internal customers to troubleshoot and resolve issues for desktop environment. Performs desktop support and service desk role.
The Desktop Support Technician demonstrates and adheres to the company values of safety, honesty, ownership, respect, and teamwork to ensure a successful partnership with customers and employees that result in OmniTRAX's continued success.
ESSENTIAL RESPONSIBILITIESAssist in the repair, inventory tracking, management, and deployment of new systemsUpgrade existing systemsDaily administration and maintenance of computer devicesDaily administration and maintenance of user accountsDeliver end-user support over the phone and desk side: install, configure and the ongoing usability of user desktop computer, peripheral equipment, and softwareAssist end-users with network supportAvailable to work on rotating basis to support the 24/7 on-call of the production environmentOn-site requirement a minimum of 4 days per week subject to change at company discretionConduct computer deployment: track and execute computer hardware refreshesMonitor ticket system: triage incoming helpdesk tickets; work with IT staff as appropriate to determine and resolve reported problems from usersAssist users and work within small IT team to resolve technical problems with desktop computing/network equipment and softwarePerform printer support: troubleshoot issues with printers, copiers, and scannersCreate and update documentation for user/IT processes, document repeatable processes and proceduresPersonal interaction with internal customersOTHER DUTIES
Perform other duties and projects as assignedSUPERVISORY RESPONSIBILITIES
NoneREQUIRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES
High School Diploma/GED3-5 years desktop and direct end-user contact support experienceExperience with helpdesk ticketing systemPossess good trouble-shooting and problem-solving skillsOutstanding interpersonal, customer service and telephone etiquette skills: professional demeanor at all times, performs approximately 50% of work remotely via phoneStrong understanding and working knowledge of classic and Azure Active Directory user and computer objectsEffectively manage problems through all phases: analysis, resolution, troubleshooting and root cause analysisWorking knowledge of mobile devices: iPhone, iPad effectively troubleshoot and configure devicesSelf-motivated, multi-task and initiate to meet deadlines and customer satisfactionStrong experience in Microsoft applications and operating systems starting with Windows 10Excellent verbal and written communication skills; effectively converse with all levels of the company, customers, business associatesIntermediate computer skills in Microsoft Office SuiteProfessional integrity and accountabilityWork in fast-paced, collaborative environmentREQUIRED CERTIFICATIONS AND LICENSES
Valid Driver's LicensePREFERRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES
Previous experience in Rail Transportation, Supply Chain Logistics, Manufacturing and/or Oil and Gas industriesAssociate's degree in IT or related fieldExperience working in a NOC or helpdesk environmentPREFERRED CERTIFICATIONS AND LICENSES
NoneWORK ENVIRONMENT
Work in a climate-controlled office and routinely use standard office equipmentTRAVEL
Occasional, as business requiresCOMPENSATION
Starting Salary: $28.20FLSA Status: Non-Exempt, Eligible for OvertimeEligible for Participation - Annual Discretionary Bonus
PHYSICAL REQUIREMENTS
Physical Requirements
% of Work Time
Remain in a seated position
80%
Speak and hear clearly
100%
Lift office products and supplies, up to 20 lbs.
20%
Stoop, kneel, bend and reach
10%
Dexterity to write and manipulate keyboard and mouse
100%
We are proud to be an EEO/Veteran/Disability Employer