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Help Desk Support - Broomfield, CO

Company: Yoh
Location: Broomfield
Posted on: January 12, 2021

Job Description:

Help Desk Support - Broomfield, CO The Service Desk Analyst will:* Provide first and second level technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online.* Follow all company and department documented procedures and protocols.* Diagnose, identify, isolate, analyze, and resolve problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation.* Support commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.* Route tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed.* Maintain and update records in Incident Management system.Required Education, Experience, & Certification* High School and one (1) year of technical support experience in a call center environment. Less experience may be accepted with additional education.* Proven hardware/software troubleshooting experience* Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat* Demonstrated commitment and ability to provide excellent customer service* Ability to work well with all teammates in a fast-paced SLA driven environment* Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others* Understanding of IT concepts/practices and experience with common service desk software.* Proven ability to think and troubleshoot logically and act decisively in critical situations* Experience supporting Microsoft Office, Windows OS, and Mac OS X* Experience with account administration and Identity Management toolsRequired Clearance* Must be able to obtain and maintain a Public Trust clearance.Desired:* --- Ability to arrive and start work promptly at beginning of scheduled shift* --- 3+ years of experience providing computer hardware/software support* --- ITIL Certification* --- Familiarity with government IT environment and administrative processes* --- Technical certifications such as A+, N+, MCP, MCSE, CCNA* --- Strong working knowledge of Windows 7, IE 8 and higher, Google applications, VPN software, VDI, and other commonly used commercial products* Overview#dzfed

Keywords: Yoh, Broomfield , Help Desk Support - Broomfield, CO, Other , Broomfield, Colorado

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