Job Description:
RESPONSIBILITIES:
Summary:
The team supports corporate users with any system issues they may experience. This role involves issue resolution rather than just triage and ticket escalation. Qualified candidates must be adept at troubleshooting OS, software, hardware, and connectivity issues. While there is a knowledge base for reference, candidates should be able to provide support without relying heavily on it.
The Service Desk Technician will provide support for internal systems, hardware, and applications while coordinating with internal support teams to minimize disruptions to business operations. The ideal candidate embodies values of integrity, courage, passion, curiosity, impact, and being human-centered.
Schedules:
- 2 open schedules; When applying please specify which you prefer
- Schedule: Monday to Friday Hours: 10 am to 7 pm, (Mountain)
- Schedule: Monday, Tuesday, Wednesday, Saturday Hours: 7 am to 6 pm, (Mountain)
- Training: Up to 2 weeks of training will be provided to the selected candidate
Essential Duties:
- Serve as the first point of contact for technical support to employees via calls, chat, email, and remote support
- Utilize technical skills, historical records, and knowledgebase tools to analyze and diagnose customer issues
- Perform analysis and triage of technology issues, including data collection and escalation to Tier 2 support teams if required
- Evaluate and fulfill Service Requests in accordance with established guidelines and organizational Service Level Agreements
- Communicate directly and effectively with a large and diverse audience
- Clearly document the description of issues and troubleshooting work done for escalation, review, and audit purposes
- Collaborate regularly with Technology teams to resolve technical issues and continually improve the technology experience for all employees
REQUIREMENTS:
- A+ Certification
- Troubleshooting fundamentals
- Current Windows Operating Systems and built-in applications
- Troubleshooting iOS mobile devices and applications
- Microsoft Active Directory/GPO and networking protocols (DHCP, DNS, etc.)
- Cybersecurity fundamentals and best practices, including identity and access management
- Conferencing audio/visual solutions and VOIP technologies
- A desire to learn new technologies and grow their technical skill set
- Technical Experience: Must have developed skills and prior experience supporting end-user issues
- Aptitude: An interest in and ability to learn new systems and processes
- Customer Service and Communication Skills: Excellent customer service and communication skills are essential
Preferred but not required:
- Intermediate knowledge of Chrome OS and Mac OS
- Experience providing remote support via phone and chat
- Experience with Single Sign-On systems
- Basic knowledge of G-Suite in a corporate environment.
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking "Apply Today" you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
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