Service Desk Technician I

The Service Desk Technician I provides first-level technical support to our clients and end users. In this role, you will assist in a wide range of technical issues, including hardware, software, networking, and mobile devices, while ensuring a high standard of service and quick resolution. You’ll be responsible for managing incoming requests, resolving technical problems efficiently, and maintaining accurate documentation within the ticketing system. Success is defined by strong technical abilities, excellent communication skills, and a passion for delivering exceptional IT support., * Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system

• Triage, troubleshoot and resolve issues related to computer hardware, peripherals, and printers
• Respond to and place phone calls to troubleshoot user issues and provide technical support
• Serve as the primary point of contact for software issues with vendors, ensuring timely resolution and ongoing support
• Assist users with email issues, smartphone and tablet setup, and mobile device support
• Handle high volumes of inbound support tickets and prioritize issues based on urgency and impact
• Provision and deprovision of user accounts, hardware, and access to systems in accordance with company policies
• Accurately document support issues, resolutions, and updates in the documentation system and ticketing platform
• Follow cybersecurity best practices in every aspect of service delivery
• Contribute to the creation and maintenance of support documentation and knowledge base articles
• Demonstrate a commitment to continuous growth through ongoing education, training, feedback, and innovation

• (Required) 1 year experience in a Help Desk or Desktop Support role
• (Required) Demonstrated ability to build rapport with clients and provide friendly, effective support
• (Required) Familiarity with ticketing systems and remote support tools
• (Required) Knowledge of IT best practices
• (Preferred) Strong working knowledge of Microsoft Office 365 administration and support
• (Preferred) Proficient in diagnosing and resolving hardware and software issues
• (Preferred) A+, Network+, Security+, and Microsoft 365 certifications, * Ability to thrive in both independent and collaborative roles
• Service-oriented mindset
• Strong sense of empathy and client understanding
• Critical thinking and sound decision-making
• Effective problem-solving abilities
• Conflict resolution and interpersonal skills
• Excellent written and verbal communication
• Professional demeanor and conduct
• Emotional Intelligence, * Help desk: 1 year (Required)

Ability to Commute:

• Colorado Springs, CO 80903 (Required)

Pulled from the full job description Professional development assistance Parental leave 401(k) Health insurance Paid time off Vision insurance Dental insurance, * 401(k)

• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

RainTech is a growing Managed Service Provider (MSP/MSSP) in downtown Colorado Springs that started in 2001, and we are excited to offer a position for a full-time Service Desk Technician I who wants to grow with us! Join a team of professionals passionate about best-in-class service!