Helpdesk Support Professional
Company: Amnet
Location: Colorado Springs, CO 80903
Status: Full-Time,
Employee Job Category: Network Operations, Helpdesk
Relevant Work Experience: 3 Years
Career Level: Experienced (Non-Manager)
Compensation: $14-16 per hour, DOE 

We are currently seeking a highly skilled helpdesk support professional with the drive and determination to help us support our client base. This position reports to our Operations Manager. We are looking for an individual who is a problem-solver and has a proven track record of working within a team environment to successfully address challenging user computing issues, and is accustomed to leveraging technical training opportunities to improve their skills. If you have the experience and the desire, we'd like to talk to you.

Our helpdesk engineers are responsible for maintaining user uptime and improving their computing experiences through effective remote monitoring, maintenance and problem identification and resolution activities, as well as growing and developing the organization's perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This position requires dedication, persistence, follow-up, effective utilization of provided resources and unbeatable customer service.

This position will include identifying user problems and working within a structured problem management and resolution process to remediate them within established SLAs, and involves working with other resources and vendors to deliver effective support services. Responsibilities include identifying, documenting and troubleshooting user computing issues to resolution and maintaining customer satisfaction.

Job duties include utilizing our remote monitoring and management (RMM) and professional services automation (PSA) solutions along with other service-specific tools and technologies to deliver remote user support services and update service request information, answer technical support calls, assign ticket severity, prioritize work accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. Overall relationship management and the ability to coordinate required resources to respond to complex IT requirements are desired. Other requirements include participating in ongoing training and attainment of manufacturer certifications, developing and maintaining relationships with user contacts, and providing regular status updates on issues to management in a timely manner.

Minimum Skills Required:
 

• Minimum three years service desk experience
• Microsoft Certified Professional status
• Excellent knowledge of our supported software and technologies
• Strong interpersonal skills required to effectively communicate with users and vendors
• Passion for teamwork, continuing education, problem solving and exceptional customer service
• Must be well spoken, outgoing, organized, detailed-orientated, dependable and flexible
• Experience with Microsoft, HP, Cisco, Dell and SonicWALL technologies a plus
• Experience with ConnectWise PSA a plus
• Valid driver's license and proof of insurance
• Background check and drug screen required
• Reliable transportation  

This Position Entails:
 

• Troubleshooting user problems over the phone and with remote control technologies
• Accurate documentation of all activities conducted
• The ability to manage, maintain, troubleshoot and support our users' networks, equipment, software and services
• The ability to learn quickly and adapt to changing requirements

The Successful Candidate must be:

• Professional Professional and articulate
• Interpersonally adept
• Technically proficient
• A relationship builder
• A problem solver

Benefits include group medical/dental insurance, paid vacation, holidays and personal time.

Qualified candidates please submit a current resume, along with salary history to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it