- A local government employer in the west Denver area is looking to hire a service desk technician to join their team specifically with law enforcement. This person will be responsible for Tier 1 support over the phone and managing tickets through ServiceNow. This technician will be required to do some support face to face but will mainly be resolving tickets via phone call. This person will not be expected to resolved tickets outside the local desktop. For example - issues related to the network, file or application permissions will be escalated to other team members. The ability to have a customer first mindset, clear communication, and attention to detail are crucial to success in this role. This technician will be expected to resolve 10-15 tickets throughout the day, while managing 50+ open tickets, and supporting a user base of 800. The schedule for this position is onsite 5x a week, 8-5, with some flexibility. For example: working a 4/10 or a 9/80, accommodation for those with children, some hybrid/remote days as well.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
- 1-2 years of experience as a service desk technician resolving tier 1 tickets over the phone and managing escalations through service now.
- Experience troubleshooting windows systems including password resets through active directory, SSO support, etc.
- Experience with technical support for Dell Hardware both laptops and monitors.
- Experience with iPhone support including user set up, email set up etc.
- Experience with basic application support (correct URLS, navigation of their proprietary systems, emails etc.)
- Working knowledge of ITIL methodologies.
Soft skills include adaptability, teachability, customer service, team communication, and attention to detail.
Communicating with video conferencing applications (teams, zoom, Webex, google meet etc.)
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.