Harvest Sherwood Hiring for IT Support Analyst Job at Aurora, CO Full Time

• Answers phone support line for IT Service Desk for initial first call resolution of incidents/requests with focus around desktop/OS/HW/mobile issues
• Will travel to facilities and assist with projects such as refreshing new PCs or replacing switches on a routine basis
• Works daily with a service desk solution involving ticketing/incident management software and resolving issues within set SLO/SLA timeframes
• Provides hands-on desktop support of all hardware/software located in office
• Provides desktop/application phone support for all users located in multiple states
• Leverages Microsoft Intune to deploy new applications to all users in phased manner reducing impact of issues to users
• Manage patching to all devices in the company
• Approaches customers with positive attitude regardless of issue on repeated issues with customer
• Able to document in detail a process from start to finish so that it could be transitioned to other team members and repeated successfully by others
• Diagnoses and resolves end-user network/local printer problems, PC hardware problems, e-mail, Internet, client VPN and other network connectivity problems
• Coordinates timely repair of IT equipment covered by 3rd party vendor maintenance agreements
• Performs minor desktop hardware repair for computer equipment and peripherals not covered by 3rd party vendor maintenance agreements
• Complies with change control process when implementing hardware/software changes
• Responsible for creating SOPs to continuously knowledge transfer with team with focus around application support issues
• Responsible for documenting all incidents/tickets daily and emailing customers updates daily.
• Responsible for updating Kanban/Agile board daily/real-time
• Ability to support very legacy, older applications until applications are refreshed
• Other duties as assigned

Qualifications and Experience

• To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Can create OS images and deploy with applications to 1000+ devices plus within hours of a critical patch release from a vendor.
• Hands-on experience with Windows 10 in an enterprise environment and supporting legacy and new applications
• Demonstrates exceptional hands-on and phone customer service skills allowing for a positive customer service experience with end-users/customers involving each IT Service Desk request/incident handled
• Advanced troubleshooting skills of PC issues including Windows 10, Microsoft Office 365 (including Outlook, Teams, etc)
• Advanced troubleshooting of desktop/laptop network connectivity issues and applications
• Supported remote access/VPN access; Windows Virtual Desktop a Plus
• Fluent verbal and written English communication skills required; Spanish a plus
• Ability to communicate effectively, both verbally and written with staff/end users of all levels
• Exceptional interpersonal skills, customer service with a focus on listening and questioning skills. SMB networking devices (firewalls/switches/routers/wireless access point) experience a strong plus

Job Type: Full-time

Pay: $65,000.00 – $70,000.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Aurora, CO 80011: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 3 years (Preferred)

Work Location: One location