Service Desk technician (BBBH575) Broomfield, Colorado

The technicians involved with this request will maintain a presence at both the Brromfield and Highlands Ranch office. Locations for this coverage will be at  and Customer site- Duties for these resources will be to serve as on-site technical support the BoA IFR project. - Also known while carrying out these duties during problem situations: o They cannot work on bank assets directly. They will however stand by, if requested, as the associate contacts 800Support to assist with resolving the problem. o They will work point on any other outages ensuring the appropriate personnel, escalations and dedicated onsite activity is handled in a persistent and prompt manner. Activities will also require support related to MACs, and other technical related projects as they surface.

SUMMARY
The Service Desk Technician I’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

JOB DUTIES AND RESPONSIBLITIES (include but are not limited to):
Strategy & Planning

  • Evaluate documented resolutions and analyze trends for ways to prevent future problems
  • Alert management to emerging trends in incidents


Acquisition & Deployment

  • Assist in software releases and roll-outs and communication to the end users


Operational Management

  • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Build rapport and elicit problem details from service desk customers
  • Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Apply diagnostic utilities to aid in troubleshooting
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
  • Identify and learn appropriate software and hardware used and supported by the organization
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
  • Test fixes to ensure problem has been adequately resolved
  • Perform post-resolution follow ups to help requests
  • Develop help sheets and FAQ lists for end users
  • Reinforce SLAs to manage end-user expectations



MINIMUM QUALIFICATIONS
Education:

  • College diploma or university degree in the field of computer science and/or 1-3 years equivalent work experience
  • Certifications in A+


Experience:

  • Knowledge of basic computer hardware, including
  • Specific experience with Windows 7 desktop operating system
  • Extensive application support experience
  • Working knowledge of a range of diagnostic utilities and methods
  • Familiarity with the fundamental principles of ITIL
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
  • Strong documentation skills


Other Skills/Knowledge:

  • Ability to conduct research into a wide range of computing issues as required
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language
  • Highly self-motivated and directed
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation
  • Experience working in a team-oriented, collaborative environment