Senior Help Desk Technician


We are supporting one of the most reputable enterprise organizations in Colorado. They offer an unparalleled mission and work environment, and this team is at the forefront of mission-critical technical support. If you are looking for an opportunity in technology where you will interact with amazing users/customers every day with plenty of ever-changing challenges, we want to talk with you!

Location: Aurora, CO with hybrid potential
Type: 4-6 month Contract to Hire
Shift: Days
Comp: $28 hourly

Minimum Qualifications
* High school diploma or equivalent
*3 years related experience
* Ability to troubleshoot issues remotely

Preferred Qualifications
*IT related certifications related to Microsoft 365/Azure or other certifications
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Microsoft certifications
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Previous helpdesk experience
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Previous exp in a hospital healthcare environment
*Experience troubleshooting Windows & Macintosh devices

Overview
The Senior Help Desk Services Technician is responsible for providing high quality and efficient end user support for technical inquiries received via phone, email, and messaging applications. Duties include assessing the nature of problems and resolving secondary level support issues and troubleshooting software and hardware issues on laptops, desktops, tablets, and smartphones.  Provides training and mentoring to less experienced team members and helps create and maintain documentation and knowledge base information. 

Essential Functions
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Provides PC hardware and software desktop and workstation support for end users to resolve complex or escalated technology issues. Responds to questions from walk-ins and provides assistance and direction. 
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Assesses the nature of support issues and identifies best solution.
*Logs support tickets in the Service Desk ticketing system with relevant details needed for tracking and resolution. Escalates as appropriate for more complex issues. 
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Provides accurate, timely, and creative solutions to end-user IT problems of a moderate to complex nature to ensure end-user productivity. 
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Recommends systems modifications to reduce user problems. Develops innovative new solutions to user problems.
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As requested, coaches and assists less experienced help desk staff in Helpdesk procedures and problem resolution. Provides training and support to new hires.
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Creates, updates and maintains support documentation of all Help Desk knowledge.
*Adheres to IT policies, procedures and protocols and follows standard Help Desk operating procedures.
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Use all tools/methods to collect information necessary for troubleshooting the issues presented and resolving or escalating ticket to appropriate queue as dictated by the established performance metrics.
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Ensures compliance with HIPAA regulations and maintaining the security and privacy of patient information, reporting or escalating potential non-compliance situations.
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On-call responsibilities when necessary. 
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Decision Making: Decisions or recommendations on non-standardized situations are limited to relating organizational policies to specific cases.  Brings non routine issues to supervisor. Problems that are not covered by guidelines or that are without precedent are taken up with the supervisor.
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Communications: Contacts with team members, clients or the public where explanatory or interpretive information is exchanged, gathered, or presented and some degree of discretion and judgment are required within the parameters of the job function.
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Supervision Received: Under normal supervision, within a standardized work situation, the employee performs duties common to the line of work without close supervision or detailed instruction.  Work product is subject to continual review.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

#EP2


*This organization participates in E-Verify.