Technical Help Desk Associate III

SNI Technology's top client located in Brighton, CO is immediately seeking to hire two (2) talented Technical Help Desk Associate II/III's for an exciting full-time, 6-month contract position with the opportunity for renewal and/or conversion to permanent upon completion of the contracting portion of the assignment. Please note this position is an onsite work environment. Remote work is not available for this position. TECHNICAL HELP DESK ASSOCIATE III

This high-level position will be responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalates as necessary to reduce downtime on end-user productivity.

ESSENTIAL DUTIES:

• First and frontline direct technical support for end users.
  • Personally follow up with users on requests.
  • Troubleshoot problems and directly bring to resolution or escalate to next tier administrator support when necessary.
  • Thoroughly document problems and solutions in the Help Desk utility. Personally create Help Desk ticket for problems that are discovered or reported outside the normal Help Desk process.
  • Refer system enhancement and security permission requests to responsible system administrators.
  • Refer new acquisition requests to Supervisor.
  • Coordinate and monitor resolution activities and proactively communicate progress to users.
  • Follow up with system administrators and Supervisor on deferred issues.
  • Contact and follow up with vendors on third party maintenance issues.

• Install and rebuild client workstations.
  • Load and configure client software according to department standards.
  • Submit Change Control documentation for all non-standard configurations.
  • Develop, manage and deploy desktop images.
• Install, disconnect, and move computer equipment; performs shipping and inventory activities.
  • Handle relocation of all IT supported equipment between offices and buildings
  • Accurately manage inventory of technology equipment, documenting all status and location changes.
• Responsible for mobile device support.
  • Connect, support and troubleshoot smart phones and tablets as related to agency data usage and retrieval.
  • Support Mobile Data Computers (MDC) and their computer aided dispatching (CAD) and GPS connectivity.
    • Manage installs and mounting in Patrol vehicles.
  • Support mobile handheld e-citation devices.
• Support additional peripheral devices on the network (including but not limited to):
  • Printers (laser, label, receipt, e-citations)
  • Wave Pedals
  • UPSs
• Training and classroom support
  • Provide support for the Academy
    • Assign laptops and provide training for new classes
    • Assist with class graduation
  • Assist with technical training for FTO programs
  • Provide computer setup and support for Deputy and Sergeant testing
• Participate in weekly on-call rotation with other IT staff
• Travel to agency buildings as required to support agency needs. The Technical Help Desk Associate III position will rotate reporting locations quarterly.

QUALIFICATIONS: Knowledge, Skills, and Abilities:

• Knowledge of: Desktop and laptop computers, printers, peripheral devices; networking fundamentals; configuring and installing computer hardware and software; IT administrative software tools; Microsoft Windows Desktop Systems and Office products; Internet; basic mathematical functions; proper grammar, spelling, punctuation and writing techniques.
• Strong sense of teamwork. Able to work with a small team in support of a wide range of law enforcement specific technologies.
• Ability to: communicate clearly and concisely; organize, prioritize, and multi-task; work under pressure and time limitations; exercise initiative, common sense, and proper judgment; read and interpret technical instructions; acquire knowledge through observation and on-job practice; safely operate a motor vehicle
• Excellent sense of customer service. Ability to work in support of public safety officers who may require prompt, urgent assistance

Required Education and Experience:

• Associate's degree in Computer Science or an equivalent combination of education and work experience.
• 2 years professional experience in providing Help Desk support for Windows clients and Microsoft Office products in a networked environment.
• 2 years professional experience in building and configuring desktop and laptop computers.
• 2 years professional experience troubleshooting printer and peripheral device problems.

Licenses/Certifications:

• Currently in possession of a valid Colorado Driver's License.

COMPENSATION RANGE
The compensation for this position is in the range of $30 to $42.64 per hour during the 6-month contract duration of the assignment. Please note your actual pay rate will be determined based upon your skills, knowledge, and abilities, including work experience - please talk with your recruiter to learn more.