Helpdesk Technician ll

Location: Westminstier, CO
Date Posted: 05-11-2018
IntelliSource is seeking a Helpdesk Technician II for our partner in Westminster, CO.
This position is responsible for providing Tier 2 support for Information Technology related items by answering questions or resolving problems in person, via telephone or from a remote location.  Assists Tier 1 teammates via escalated issues, tickets, guides and teaching them proper procedures.  Provides training & technical assistance to end users as needed.  Monitors and upgrades existing systems. Determines user specifications for hardware and software.  Assists Network and System Administrators with implementation of special projects.
User Support Analysis
  • Mentors, trains and assists Tier 1 Helpdesk Technicians as needed via escalated issues and tickets.
  •  Ability to learn and utilize Lean Six Sigma as a continuous improvement methodology to eliminate waste, improve accuracy and build quality into processes and solutions
  • Responds to telephone calls, emails and personnel requests for technical support; identifies, researches, and resolves technical problems; ensures timely resolution and follow-up. 
  • Provides mentoring and guidance to staff regarding work procedures, technical issues, work priorities, and special requests from customers. 
  • Diagnoses calls to determine level of technical assistance required; if unable to resolve problems, transfers call in accordance with escalation procedures. 
  • Provide support for all user IT related issues; work with available resources to provide effective solutions, break/fix and problem resolution. 
  • Train users in the proper use of hardware and software as necessary. 
  • Documents technical and non-technical solutions and processes. 
  • Creates, updates and deletes Active Directory objects and permissions 
  • Maintains IT equipment database. 
  • Assist Network and Systems Administrators with projects and implementations.
  • Perform Active Directory & SAP password resets as needed. 
  • Responsible for daily operational tasks related to system and data backups at all facilities 
  • Will be required to travel up to 25% of the time. 
  • Knowledge of computer solutions including Microsoft Windows Server, Microsoft Windows, Microsoft Office, Helpdesk ticketing systems and understanding networking systems
  • Ability to utilize Lean Six Sigma as a continuous improvement methodology to eliminate waste, improve accuracy and build quality into processes and solutions.
  • Ability to configure Outlook/Exchange and solve Outlook configuration issues such as permissions, views, calendar sharing, email rules, data migration, etc.
  • Ability to use discretion in the handling of confidential data
  • Ability to lift and carry computers and computer monitors (up to 25 lbs.)
  • Ability to listen, assess and respond to urgent issues
  • Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department.
  • Ability to adhere to the highest standards of quality while continually performing at the highest possible level.
Education, Certification/License & Work Experience
  • Associates Degree in Computer Science or related discipline preferred
  • 3-5 years of related experience Desktop Support role
  • Comp TIA A+ Certification, required
  • Comp TIA Network+ Certification, preferred
  • Microsoft MCITP: Windows 7 or Windows 10, required
  • Microsoft Office Specialist (MOS) Certification, preferred
About IntelliSource:
Our business - and our approach - is personal. 

IntelliSource is a national business process outsourcing company providing Fortune 500 and fast-growth companies with people, processes and tools to manage critical, non-core business functions. From our foundation of staffing resources and through over 18 years building world-class solutions, IntelliSource is a trusted partner to its clients and associates, empowering businesses and the thousands we employ nationwide to realize their full potential.
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