Kforce has a client seeking a Service Desk 2 in Aurora, CO. This is a contract to hire role for 3-4 months.
Main Tasks and Responsibilities:
Quickly and efficiently manage user requests and issues to quickly resolve technical issues and minimize interruptions to business operations
Logging and responding to support requests via a ticketing system and remote support tools, with particular attention to the accuracy of the information captured
Create and maintain up-to-date documentation of frequently encountered issues and their solutions and share knowledge with the help desk team to improve their skills and performance
Ensure professional and courteous handling of all support requests, maintaining a high level of customer service and communication throughout the support process
Provide users with regular updates on the status of their support requests, managing their expectations and keeping them informed of any delays or potential issues
Provide user guidance on core systems, such as Office 365, and provide training to familiarize users with new features
Collaborate with other IT teams to identify and resolve complex technical issues and escalate issues as necessary to ensure timely resolution
Provide support for Intune and MDM, ensuring security and compliance of end user devices with company policies
Ensure staff equipment is delivered on time with all required items
Participate in the deployment of new technologies, systems and applications to ensure end users have access to the latest tools and features
Proactively identify opportunities to improve processes and IT service efficiencies, collaborating with the team to implement these changes
Develop and maintain a strong knowledge of emerging technologies and industry trends, and identify opportunities to integrate them into the IT environment
REQUIREMENTS:
Relevant diploma accompanied by subsequent relevant experience; Or extensive experience and specialized knowledge in a technical field of IT
At least 2 years of experience as a help desk agent or similar role
Must be Bilingual
Demonstrated ability to install, manage, upgrade, maintain and troubleshoot operating systems and end user devices in enterprise environments
Experience supporting MacOS and Windows 10/11 devices on corporate networks, including imaging, diagnostics, use of remote desktop technologies like Microsoft RDP, and support for Office 365, the Microsoft suite, and MDM solutions like Intune
Experience training staff, creating user guides to make technical terms easier to understand, including O365, Power BI, Microsoft Teams, and everyday IT tasks on Mac and Windows
Experience in ICT support via telephone, email, in-person and remote, with solid knowledge of administering Windows network operating systems in a high security environment
Configuration of workstations via GPO with access to printers, applications and files
Knowledge and experience of backup requirements and related procedures
Knowledge of Ncentral RMM
Customer ethics, excellent written and verbal communication skills, organization, initiative, results orientation, flexibility, adaptability, and contribution to a positive team culture
Occasional maintenance interventions outside working hours or on weekends
Able to be part of the on-call rotation for after-hours support in the event of an infrastructure and network emergency
Knowledge of ITIL methodology and Microsoft ITIL Certifications (desirable)
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.
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