Technical Support Specialist

Englewood, CO, United States

** Saunders Construction Inc.**

** Technical Support Specialist**

Englewood, CO 80112

**Job Title:** Technical Support Specialist ***Established in 1972, Saunders Construction, Inc. is a customer-centric organization providing a wide range of services based on our clients needs. Our customers are always the center of what we do. Our values are why we exist and the cornerstone of all our decisions. Our reputation and relationships are based on Care, Collaboration, Commitment and Community. With over $5 billion in successful projects, Saunders is currently ranked as one of the largest general contractors in Colorado by Engineering News Record Magazine and the Denver Business Journal. Saunders takes pride in our depth, diversity and consistency.***

**Department:** Information Technology

**Reports To:** Information Technology Manager

**Status:** Hourly, Non-exempt

**Salary Range:** $32.00 - $35.00

**General Purpose:**

The Help Desk Technician provides user assistance with routine inquiries and problems such as hardware, software, and network operations. Responds to and diagnoses problems through discussions with users; includes problem recognition, research, isolation, and resolution steps. Typically is able to resolve less complex problems immediately while troubleshooting more complex problems through to resolution. This position reports to the Service Desk Supervisor. The position is based out of Saunders headquarters in the DTC with travel to jobsites around the Denver metro area periodically required. Hybrid work schedule is available.

****Duties and Responsibilities:****

* Provide first line Help Desk support to the user community by answering questions related, but not limited to Microsoft Office, internet applications, desktop, network and telephone systems

* Provide support to end users on a variety of issues; identify, troubleshoot, and responds to end-user issues or requests; perform diagnostics using various tools; support includes but not limited to assisting with print issues, install, maintain, modify and troubleshoot hardware and software systems

* Document, track and monitor all issues to ensure a timely resolution; test and verify fixes to ensure problem has been adequately resolved

* Ensure a consistent response to problem resolution, service requests, and status reporting

* Escalate urgent problems to supervisor as necessary in a timely manner

* Utilize a ticketing system to log and manage trouble tickets, change requests and IT service requests

* Communicate effectively with all users with a focus on the end user reassessing/resolving issues as appropriate

* Assist management in creating and documenting IT Help Desk processes, procedures, workflows, and schedules in order to meet and/or exceed established service levels to our users. Continual assessment of Help Desk processes against industry best practices and refinement of processes as needed, reporting of Help Desk performance against established service levels, ongoing incident review and analysis, customer communication regarding ongoing incident status

* Manage customer relationships in a courteous and professional manner

* Provide end user training for help desk engagement and IT policies and procedures

* Other duties as assigned

**Skills, Knowledge, Qualifications, & Experience**

* Minimum of 2 years technical experience in a desktop support environment Windows, Mac OS, iOS, MS 365 Office, Bluebeam support experience

* Knowledge of imaging software and concepts

* Strong competency in supporting PC, Laptop and Android/iPhone/iPad Hardware and Software

* Experience using help desk software for issue tracking, asset tracking, knowledge base and service level reporting desired

* Strong problem-solving and logical analysis skills, as well as strong troubleshooting and diagnostic skills

* Strong interpersonal skills-including strong verbal, written communication skills and excellent listening skills

* Experience providing end user training for basic help desk engagement

* The candidate must be able to interact with individuals at all organizational levels

* Ability to gather, interpret information effectively and conduct research into a wide range of computing issues as required

* Solid organization skills; must be able to prioritize tasks - attention to detail is extremely important

* Proven ability to manage multiple projects, under tight deadlines, often with competing priorities and complexities

* The candidate must be focused on customer satisfaction, excellent quality, and must be able to work independently

* Experience in CMiC is a plus but not required

* Knowledge of basic server and Domain Administration

**Other**

* Must hold a valid drivers license

* Must pass pre-employment drug screening

* Must pass pre-employment background check

**Physical Demands**

The following are some of the physical demands commonly associated with this position:

* Spends approximately 70% of the time sitting, and 30% of the time either standing or walking while on the job

* Occasionally* lifts up to 15 lbs, when moving project binders, office supplies or files, and may stoop, kneel, crouch, and balance while performing these same functions

* Occasionally required to climb, crawl, stoop and negotiate ladders, stairs or other routes at and within project sites in order to fulfill duties

* Constantly uses verbal and auditory capacity enabling interpersonal communication as well as communication through automated devices such as E-Mail, telephone and radio

* Constantly employs eye, hand and finger coordination enabling the use of office machinery such as computer keyboard

* Constantly utilizes full scope of visual capacity to travel to project sites and observe/verify project progress in addition to operating automated office equipment

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