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PDS Tech Inc Service Desk Agent II in Denver, Colorado

PDS Tech, Inc. is seeking a Service Desk Agent in downtown Denver, CO

Service Desk Agent II to join our IT User Enablement team in Denver! This position will be responsible for performing a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meet company and user requirements. You will manage a ticket queue and provide support to staff on all company-supported applications as well as troubleshoot computer problems and advise on appropriate action.

Responsibilities:

  • Serve as the first point of contact for users seeking assistance over the phone or via ticketing system.

  • Monitor ticket queue and quickly triage requests for front line resolution or assignment to other resources.

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.

  • Investigates user problems and determine the best solution based on details from the user.

  • Educate users on best practices related to computer and application usage.

  • Record problems, requests, and resolution activities within ticket logs.

  • Provide follow-up to ensure user requests are resolved.

  • Onboard new employees with required equipment for job function and provide helpful information in regard to access and usage of systems.

  • Administers end-user workstations and supports end-user activities.

  • Installs, configures and maintains personal computers, disk drives, printers, file servers, network cabling, and other related equipment, devices and systems.

  • Provide excellent customer service.

  • Identify, suggest, and implement improvements for our users and internal processes.

  • Performs and/or oversees software and application installation and upgrades.

  • Troubleshoots networks, systems and applications to identify and implement resolution.

  • Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.

Qualifications:

  • Undergraduate degree in Information Systems, Technology, or similar preferred but not required

  • 3-5 years of IT Help Desk experience is required.

  • Experience with Office 365 Administration

  • Experience with Jira Service Desk and Confluence

  • Windows 10 Operating System support

  • Experience with Microsoft SCCM

  • Ability to communicate technical information to nontechnical personnel.

  • Ability to install, configure and maintain personal computers, networks and related hardware and software.

  • Knowledge of computer and/or network security systems, applications, procedures and techniques.

  • Ability to identify and resolve basic computer system malfunctions and operations problems.

  • Skill in organizing resources and establishing priorities.

  • Excellent verbal and written communication skills.

  • Ability to learn and support new systems and applications.

Please contact Lindsay Phillips lphillips@pdstech.com 214-296-2314

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

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