IT Service Desk Technician I

The IT Service Desk Technician I is responsible for providing on-site and remote technical support across multiple office locations and brands throughout the enterprise. This non-exempt position requires independent decision-making, the ability to prioritize tasks with supervision, and the handling of level 1 technical issues. Travel may be required to support office locations, troubleshoot issues, and manage technology needs on site. Additionally, the IT Service Desk Technician I will help coordinate relationships with Managed Service Providers (MSPs), IT vendors, and local stakeholders to ensure seamless technology operations.

What you will do:

• On-Site Support:
• Travel to office locations to provide hands-on technical support as needed, including office relocations, new setups, and closures.
• Troubleshoot and resolve IT issues including computer break fixes, hardware/software support, administrative housekeeping, and tracking inventory of devices and systems.
• Help coordinate IT logistics related to support tickets and projects.
• Help conduct a comprehensive audit of IT equipment across the organization and help establish and maintain a tracking system for the return, replacement, and setup of all devices.

• Help with daily IT operations to ensure systems are stable and secure. Technical Support:

• Respond to IT service requests via phone, email, or in person, ensuring timely escalation and resolution.
• Diagnose and troubleshoot hardware, software, and network issues, escalating complex problems to senior technicians or MSPs when needed.
• Assist with onboarding and offboarding, including account setup, equipment configuration, and employee orientation.
• Set up workstations, laptops, and mobile devices, and manage inventory for new and existing employees.
• Track and maintain hardware and software inventory across multiple brands.
• Create and maintain knowledge base articles and technical documentation to streamline processes and improve efficiency.

• Support end users with technical issues and provide regular training to staff. Administrative Support:

• Provide administrative support to TEAM Services Group, including managing email correspondence, handling ad hoc requests, and assisting with day-to-day operational tasks. Vendor Management:

• Serve as the technical support liaison between the company and Managed Service Providers (MSPs) for smooth service delivery.
• Support local brands in collaborating with the MSP, ensuring effective communication and coordination.
• Maintain relationships with IT vendors and Internet Service Providers (ISPs), helping with contract renewals, licensing, documentation, and account consolidation.
• Support and assist with maintaining company systems and coordinate any necessary updates or troubleshooting.

Do you have experience in WAN?, + 1-2 years of helpdesk or technical support experience

• General systems maintenance/administration experience
• Experience with ticketing systems and inventory management
• Certifications:
• Required: CompTIA A+ certificate or equivalent experience with hardware
• Preferred: Network+, Security+
• Technical Skills
• Required: Basic understanding of networking concepts (LAN, WAN, VPN, DNS, firewalls).
• Required: Proficiency in Microsoft Office Suite - Outlook, Word, Excel, Teams, etc.
• Preferred: Basic familiarity with Remote Monitoring and Management (RMM) tools such as ConnectWise, Go To, N-Able, Datto, etc.
• Preferred: Experience with ticketing systems like ZohoDesk, ZenDesk, Jira, etc.
• Preferred: Proficiency in Audio Video setup for conference rooms.
• Soft Skills
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong organizational skills with the ability to prioritize and manage multiple tasks independently in a fast-paced environment.
• Collaborative leadership qualities with the ability to work independently and as part of a team.
• Excellent problem-solving skills.

3.93.9 out of 5 stars Denver, CO Hybrid work $20 - $25 an hour, Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program
• Disability insurance, Company-sponsored medical, dental, and vision plan for employees and their dependents, 401(k) participation after 3 months of continuous service, wellness program, learning development program, life insurance, long-term disability coverage, charitable contribution matching, volunteer time off, and employee assistance program. In addition to accrued vacation time and sick time, TEAM recognizes 12 paid federal holidays.

24 Hour Home Care is part of the TEAM Services Group portfolio of companies. We proudly lend a helping hand by supporting recruiting efforts for other TEAM brands to find the right talent to grow their team.

TEAM Services Group (“TEAM”) is a national provider of household employment and home care solutions supporting the self-directed care model, which allows individuals with disabilities the freedom to choose the caregivers and service providers working with them in their homes. TEAM is backed by private equity firm, Alpine Investors.

TEAM is a mission-driven company serving 100k clients throughout all 50 states and employing over 130k caregivers. We are a high-performing team in a large and growing market; currently >$2B in revenue with a 36% revenue CAGR over the last 7 years and >100 acquisitions closed.