Service Desk Technician III

Location: Denver, CO

Salary: $20.43–$28.08

Company

Service-oriented organization providing customer and IT support operations.

What you will do

• Resolve complex tier III service requests and incidents escalated by junior service desk technicians.
• Provide telephone and remote support for hardware, software, printers, network connections, VoIP systems, mobile operating systems, and business applications.
• Manage user accounts, permissions, shared drives, software installation and updates, and network troubleshooting.
• Manage service desk priorities, escalations, ticket volumes, aged tickets, service-level agreements, and performance metrics.
• Support, train, and guide Service Desk Technicians I and II, including assistance with onboarding and work assignments.
• Develop migration plans, upgrade strategies, project plans, and cost estimates while supporting IT projects and best-practice implementation.

Requirements

• High school diploma and at least two years of technical support experience, or an equivalent combination of education and experience.
• Experience with ServiceNow and ITIL-based incident, problem, change, and service catalog management.
• Comprehensive knowledge of PC operating systems, printing, networking, business applications, and office productivity tools.
• Experience working with service desk metrics and continuous improvement in a metrics-driven environment.
• Strong analytical, organizational, communication, customer service, teamwork, and leadership skills.
• Ability to work on complex projects with minimal supervision and adapt to a dynamic, fast-paced environment.

Nice to have

• ITIL v3 Foundation certification.
• A+, Network+, Microsoft MTA/MCSA, or HDI Problem Management certification.

Culture & Benefits

• Medical, dental, and vision insurance.
• Employer-paid basic life insurance, AD&D, and disability coverage.
• 401(k) retirement savings plan with company match.
• Paid time off, paid parental leave, tuition reimbursement, and commuter and parking benefits.
• Flexible spending accounts and employee discounts.