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Desktop Support
Ref No.: 17-24153
Location: Colorado Springs, Colorado
JOB DESCRIPTION: Provides customer and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies utilizing remote communication with the end user as well as onsite repair and analysis 50% of the time. Will escalate complex problems to Level 3. Responsibilities • Assist users at the IT Help Desk, on-site, and remotely • Laptop / Desktop hardware troubleshooting (Dell & Mac) • Software Troubleshooting (Mac OS, Windows 7 and 10, Linux, Microsoft Office suite, VPN, etc.) • Network troubleshooting (knowledge of port tracing, building cables, and comfortable in network closets) • Perform "hands-on " work on behalf of a remote AV, Network, or other team • Mobile devices (iOS and Android) • Active Directory accounts administration • Triage requests or problems appropriately to other support teams • Deploy and retrieve computer equipment and peripherals • Timely and accurate ticket creation and management • Create and/or maintain a written knowledge base Qualifications • Strong verbal and written communication skills • Demonstrate good, broad working knowledge of support organizations and culture • Must be a self-starting, motivated individual who works well under pressure, can stand alone or work as part of a team, and can maintain a high-level of attention to detail • Ability to multi-task, prioritize, and coordinate tasks to meet multiple deadlines • Ability to drive collaboration with executives, business owners, and technical teams to achieve effective solutions • Outgoing and comfortable building cross-functional relationships • Thrives and is resilient in a high-change environment, comfortable with ambiguity, open to new concepts and/or processes • Effective interpersonal and feedback skills with peers and all levels of management • Conflict resolution and negotiations skills to resolve disagreements quickly and effectively, bringing a problem- solving attitude to conflicting approaches and priorities involving others • Ability to think strategically

Thanks
Charu U
CharuU@Lancesoft.com
703 889 6601