Welcome page Returning Candidate? Log back in! Help Desk Support Location US-CO-Golden Job ID 2025-30362 Address 4403 Table Mt Dr Work Environment Hybrid Category Hidden (8730) Salary Range USD $25.00/Hr. - Salary Range USD $25.00/Hr. - Overview

The Job in a Nutshell:

The Help Desk provides a single point of contact for support requests from Store and Lakewood/Golden Store Support Center crew members. Responsible for providing technical assistance and support related to computer systems, hardware, or software.

 

Help Desk crew members take pride in not only their ability to keep our stores completely functional but their ability to provide outstanding customer service. As ambassadors of the IT department, the Help Desk works closely with Store and Store Support Center crew members. The ability to maintain cooperative working relationships, demonstrate empathy, and conduct themselves in a respectful and professional manner is critical.

Responsibilities

Main Ingredients:

Respond to all requests in a timely manner and within established SLA’sMaintain a positive and supportive attitude when communicating with crew membersAnswer all in-coming phone calls with a friendly demeanorMaintain Samanage ticketing platform by creating, resolving, and following-up on each ticket to ensure issues are resolved to crew member’s satisfactionCreate and maintain support documentation based on resolution of troubleshooting issuesSingle point of contact for crew member supportRoutes tickets to various departments as necessaryWhen major system issues occur, provide a since of urgency and escalate appropriatelyExecute other assigned tasks as delegated by IT management

 

Although this is a general outline of job responsibilities all employees are expected to be “hands on” and do whatever it takes to get the job done and make the company thrive.

Qualifications

Recipe for Success:

Bachelor’s degree in Information Technology or equivalent combination of education and experienceExperience in ITSM system (Service Now, Remedy, Samanage)ITIL Foundation certification a plusExperience with IT management frameworks and standards a plus (ie. CIS Controls, NIST, ISO)Takes initiative to improve communication, organization and execution of tasksCommunicates effectively, written and verbal, across all departmentsSelf-starter with the ability to quickly learn new technologies and effectively apply them to business processes.Ability to effectively multi-task without sacrificing accuracy.Ability to prioritize issues.Ability to work flexible hours including some nights and weekends.Passionate commitment to world class customer service.Competencies:

 

Hardware TroubleshootingDesktopsLaptopsServersPrintersCash RegistersOther Office EquipmentSoftware TroubleshootingPoint-of-Sale (POS)In-house ApplicationsOffice 365Windows 10Android OSActive DirectoryNetwork TroubleshootingRouters, Switches, Hubs and Wireless A/P’sCablingNetwork ProtocolsVoIP phone systemFirewalls and monitoring appsLocal and Wide Area Networks   

This job description is not an employment contract.  It does not guarantee a job or that the above listed duties are the limit of responsibilities.  The job and job description are subject to change with and without notice.  Employees are required to accomplish any and all tasks assigned to him/her by their Manager and/or other Store Support Center manager that might not be listed in this job description.

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