IT Support Specialist (Short-Term Contract)

This position is primarily responsible for providing front-line Help Desk support to the internal user community, ensuring the timely resolution of IT-related issues. The ideal candidate will handle all internal employee inquiries, focusing on troubleshooting and resolving tier-one issues such as password resets, software troubleshooting, and network connectivity. Key duties include creating, updating, and managing tickets in Freshservice IT service management (ITSM) platform, and providing clear, user-friendly communication across various channels including phone, email, in-person, and remote support., Essential duties and responsibilities may include, but are not limited to, the following:

• Answer inbound Help Desk Calls.
• Actively participates in Help Desk call queue daily, answering calls in real-time.
• Promptly retrieve Voicemail to the Help Desk, open tickets, and respond to the users.
• Monitors multiple open tickets queues and works tickets to meet stated SLAs
• Proficient in updating service tickets translatable to peers and management as well as working with ticketing systems.
• Experience with or knowledge of configuring and deploying workstations using zero-touch or imaging configuration tools (MS Autopilot, Altiris, Ghost, etc.).
• Ability to support Windows and Mac desktop support tickets in an efficient manner and enters all updates into the ticketing system- including all attempts to visit and call users.
• Monitor the New Hire and User Deletion Ticket queues.
• Process the Initial Payroll Change Summary Tickets.
• Reports to the Manager of Customer in the Denver office daily.
• Assist the Office Manager with Facilities as needed
• Other duties as assigned

While Help Desk is the primary focus, this role will also provide secondary desktop support for both Windows and Mac hardware and software as needed. Applicants must have a working knowledge of the Microsoft Intune admin center, including how to image laptops using Intune. Strong customer service skills, organization, and the ability to collaborate with Desktop Support and Application Support teams are essential to success in this role., Knowledge/Skills/Abilities:

• Proven experience and functional knowledge of standard Help Desk procedures.
• Minimum 2 years of experience supporting Microsoft Windows 11 and newer, as well as macOS Monterey and later.
• Minimum 2 years’ hardware installing and configuring Operating Systems, Drivers, MS Office and other business applications, knowledge, administration, and support of Microsoft Windows Operating Systems.
• Prior experience supporting Microsoft productivity tools (Outlook, Word, Excel, PowerPoint, etc.
• Excellent problem solving, communication, and interpersonal skills, a customer-friendly attitude, and the ability to work in a team environment.
• Excellent telephone oral (English Language) and written (English Language) communication.
• Excellent comprehension (IT technical and/or general) of verbal (English Language) and written (English Language) instructions, processes, procedures, and policy.
• Good time management, and organizational skills.
• Ability to manage multiple tasks at one time, phones, manage multiple ticket queues, etc., Any combination of the following experience and training (designated as required and/or preferred) that provides the required knowledge and abilities is qualifying:
• Experience: A minimum of 1 year of help desk or call center experience.
• Experience: A minimum of 2 years of related Windows and Mac work experience.
• Education: A college degree in a related field or equivalent experience.
• Certification: CompTIA A+ certification is recommended but not required

At Ledgent Technology/Roth Staffing, we prioritize our contractors, whom we proudly call Ambassadors. Our commitment to you is demonstrated through a comprehensive benefits program that stands out in the temporary staffing industry. We annually review and update our vendor relationships to ensure we provide the most cost-effective benefits options. Our Ambassadors are eligible for a wide range of benefits, including:

• Minimum Essential Coverage (MEC) Plan
• Basic and enhanced hospital indemnity plans
• Dental and vision coverage
• Accident and critical illness plans
• Term life insurance
• Short-term disability plan
• Direct deposit/pay card options
• Credit union membership
• Employee discount clubs
• Referral bonuses
• Training and coaching
• Specialized recognition programs