IT Help Desk Technichian

Vail, 81657 | 11/22/2017 | Ad id: 8-0000153174

IT Help Desk Technician All Mountain Technologies (AMT) is the leading IT Service Provider in the Vail area, working with small to mid- sized businesses to manage and support their IT needs, since 2003. Located in Edwards, CO, we focus our services in the Vail Valley and surrounding counties. We work with a diverse group of clients and industries including, private, government, education, non-profit, and healthcare. As a high-level, outsourced IT firm, AMT is required to have a wide range of expertise and skillsets for our client's IT demands. We must be able to handle everything from the simplest end user support ticket, to designing, procuring, implementing, and supporting their IT infrastructure. We are looking for the right person to join our growing professional team. Visit our website for more information. IT Help Desk Technician Help Desk Technicians are responsible for handling daily incoming ticket requests and providing prompt and high-level support to the end user. A Help Desk Technician is expected to have knowledge in a wide range of IT related fields, such as PC's, email, networking, servers, etc. A Help Desk Technician works with the team, current documentation, and all internal resources available to know what the specific clients' needs are, how their environment is setup and identifies the best resolution path; always looking to solve the root cause of the problem, rather than the symptom. While providing top-quality technical service, Help Desk Technicians assist in strengthening customer relationships and ensure customer satisfaction. They are often the daily connection between the client and AMT.Help Desk Technicians primary responsibility is to manage and maintain the ticket system according to the ticket workflow (distributing tickets to available technicians, escalating tickets when necessary, client follow-up, etc).Job Assignments Manage ticket boards to ensure appropriate ticket life-cycle by responding to queries via phone and email while updating ticket statuses. Act as dispatch for incoming phone calls and emails to ensure they are properly processed through the ticketing system. Follow up with users to ensure satisfaction and issue resolution. Work the daily reactive ticket board as issues arise, providing high level customer service by asking relevant questions to determine nature of problem and present a solution to the end user. Provide primarily remote technical support; reactive, proactive, and ongoing maintenance. Walk customer through problem-solving process. Train end users as you provide Technical Support to help user self-serve and reduce future incoming tickets. Utilize and maintain strict documentation standards surrounding hardware and software inventory, network diagrams, client specific systems, 3rd party vendors, integration, SOP's, etc. Ongoing effort of updating and improving documentation when possible. Occasionally assist in small projects for clients, working with other members of our team, providing clear communication to the client during project execution. Monitor support requests made by clients to identify any recurring issues and recommend changes to products or processes. Update management on any significant incoming tickets, or changes to account. Gain feedback from customers about computer usage and performance. 27 Main Street Suite 200 Edwards, Colorado 81632 p: 970.748-8880 Knowledge and Skills Experience in a technical role for a business environment is preferred Excellent customer service and communication skills via phone, email, in-person, working with a wide range of situations and personalities Must be able to efficiently perform remote and occasional onsite technical work Troubleshooting and critical thinking skills to correctly identify root issue of a problem and provide lasting solution Attention to detail Detailed documentation is essential to be successful in this role Excellent interpersonal skills and must be able to work well with others as a team. Don't be afraid to ask for help! Strong personal, ethical, and moral standards Strong ability to organize work schedule and time to ensure deadlines are always met Self-starter with ability to prioritize workload and manage time Drive to complete tasks 100% before moving on to the next Compensation Full Time - Hourly Position (Monday thru Friday 8:00am to 5:00pm MST); Pay Depending- On-Experience Benefits Accrued Paid Time Off, Company Sponsored Health, Dental, Vision Insurance, Company Sponsored Retirement Plan, and other benefits. Must have dependable transportation, valid driver's license, and proof of vehicle insurance. Local travel and field services may be required. Apply Now! Applicants should contact us via email at with a cover letter, and resume, with qualifications and statement as to how you'll be the best fit for our company and current clients. Thank you for your time and interest! All Mountain Technologies is an equal opportunity employer. All final candidates must successfully complete a pre-employment background check. 27 Main Street Suite 200 Edwards, Colorado 81632 p: 970.748-8880