IT Help Desk

Title: Help Desk/IT Support

Location: Denver, CO

Duration: 12+ Months

Description:

Note: Please ensure that they know we do not cover parking and this would be on the vendor or contractor. This has been a spot of contention with the last two contracts.

IT Support Technician

The IT Support Team is the first point of contact for Ardent Mills team members in need of IT services or support. The principal goal of the team is to provide excellent support by troubleshooting issues, fulfilling requests, and providing technical guidance at the first point of contact. This may involve direct interaction via in person, phone, or chat, responding to inquiries via email or the end user portal, or interacting with users through screen sharing and other virtual means.

Software/Hardware Support focuses on troubleshooting and improving our end user hardware and software environment. The team collaborates with all business areas to sustain and enhance the technical systems that enable Ardent Mills to operate simply and efficiently in both mills and offices. They have a deeper understanding of O365, operating systems, and standard software suites. They also perform life cycle management of IT assets, including laptops, desktops, and peripherals.

Your Day to Day

• Act as a primary support point for hardware, application, and data processing requests and issues from our facilities and offices across North America.
• Respond to incoming requests (e.g., emails, dashboard alerts, text, chat, phone, or in person) and accurately identify, diagnose, prioritize, resolve/escalate the tickets within established SLA standards. Enter/update technical problems, causes, status, and solutions within the ITSM software.
• Participate in an after-hours support rotation to provide support to end users.
• Perform escalations to vendors or internal departments when necessary and work with the other party to resolve the issue to the end user's satisfaction.
• Under the direction of senior staff, help create/configure minor enhancements as requested by the business or identified by the application team staff.
• Support projects for software upgrades and new deployments, hardware updates and new deployments, Audio/Visual events.
• Create and maintain documentation for standard Technical Support policies, procedures, and practices. Develop how-to documentation, training material, and FAQs for Ardent Mills' team members (end users).
• Work effectively in a team environment to provide support to our end users with a positive customer service attitude.

Essential Skills and Experience

• Experience providing excellent customer service
• Highly self-motivated and directed with keen attention to detail
• 1+ years experience in technical support
• Be tech savvy and able to learn new technology quickly
• Exhibit a strong work ethic and responsible behavior and must maintain the confidentiality of information at all times
• Familiarity with O365 and standard software suites.
• Familiarity with Microsoft Admin Portals (Exchange, O365, Azure, etc.)
• Curious and solutions focused
• Solid documentation skills
• Experience supporting Operating Systems and the O365 Suite
• Excellent interpersonal skills with both technical and non-technical personnel.

Good to Have

• Experience with device endpoint management, including configuring, testing, and deploying machines using Autopilot/Intune or similar tools
• Knowledge of SCCM, JAMF, or other endpoint management tools
• Understanding of Active Directory (group policy management, Sites and Services, Users and Groups)
• Experience with ServiceNow or similar ITSM software
• Experience with project management, change management, and basic ITIL principles
• Bachelor s degree in computer science or a related field
• Experience or training in Design Thinking

Other Considerations

• Conditions include working inside, occasionally working around machines with moving parts/objects, and occasionally lifting devices or boxes weighing up to 50 pounds.
• Occasional irregular hours, including evening and weekend work and monthly on-call rotation.

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What are some must haves on a resume that would stand out from candidates?

• Software and hardware support within Microsoft echo system
• Hardware provisioning
• Nice to have: Some Apple iOS support
• Nice to have: Technical acumen on A/V equipment

What is the interview process for this role?

• First round virtual interview with IT Application Support Manager.
• Second round interview with technical members of the Help Desk team.

What would a typical day look like in this role as far as workload? Answering support phone calls, responding to chat, email, and tickets in ServiceNow

What are the expectations, standards, productivity metrics, etc. for this role? Expectation is to be onsite 3 days per week (to be determined) with 2 WFH days covering morning shift from 5:30 am to 2:00 pm; Productivity metrics will measure agent time to resolve for issues and time to fulfill for requests

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.