Job Listing Description

Service Desk Agent II

PDS Tech, Inc. is seeking a Service Desk Agent in downtown Denver, CO

Service Desk Agent II to join our IT User Enablement team in Denver! This position will be responsible for performing a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meet company and user requirements. You will manage a ticket queue and provide support to staff on all company-supported applications as well as troubleshoot computer problems and advise on appropriate action.

  • Serve as the first point of contact for users seeking assistance over the phone or via ticketing system.
  • Monitor ticket queue and quickly triage requests for front line resolution or assignment to other resources. 
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Investigates user problems and determine the best solution based on details from the user.
  • Educate users on best practices related to computer and application usage.
  • Record problems, requests, and resolution activities within ticket logs.
  • Provide follow-up to ensure user requests are resolved.
  • Onboard new employees with required equipment for job function and provide helpful information in regard to access and usage of systems.
  • Administers end-user workstations and supports end-user activities.
  • Installs, configures and maintains personal computers, disk drives, printers, file servers, network cabling, and other related equipment, devices and systems.
  • Provide excellent customer service.
  • Identify, suggest, and implement improvements for our users and internal processes.
  • Performs and/or oversees software and application installation and upgrades.
  • Troubleshoots networks, systems and applications to identify and implement resolution.
  • Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.

  • Undergraduate degree in Information Systems, Technology, or similar preferred but not required
  • 3-5 years of IT Help Desk experience is required.
  • Experience with Office 365 Administration
  • Experience with Jira Service Desk and Confluence
  • Windows 10 Operating System support
  • Experience with Microsoft SCCM
  • Ability to communicate technical information to nontechnical personnel.
  • Ability to install, configure and maintain personal computers, networks and related hardware and software.
  • Knowledge of computer and/or network security systems, applications, procedures and techniques.
  • Ability to identify and resolve basic computer system malfunctions and operations problems.
  • Skill in organizing resources and establishing priorities.
  • Excellent verbal and written communication skills.
  • Ability to learn and support new systems and applications.

  Please contact Lindsay Phillips 214-296-2314
Job Number: 2010115670
Job Location: Denver, CO
Duration: 3 months
Input Date: 06/25/2020
Last Updated: 08/05/2020
Attention: Lindsay Phillips
Address: P O BOX 619820
City, State: DALLAS, TX 75261-9820
Phone: 214/647-9600
800 Phone: 800/270-4737
Fax Phone: 214/647-9636

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