Job Description
An IT Support Specialist responsible for providing technical support, troubleshooting hardware and software issues, onboarding new employees, and maintaining IT systems in a fast-paced, on-site environment at Ascend Analytics in Boulder, CO.
Key Responsibilities
- Provide first-level technical support for IT help desk tickets and resolve issues promptly.
- Assist with onboarding new employees, including account setup and training on PC applications.
- Configure, deploy, and maintain Windows laptops and peripherals for staff.
- Diagnose and troubleshoot hardware and software problems on PCs and related devices.
- Maintain accurate inventory of IT equipment and manage remote system updates.
- Participate in IT projects by defining tasks, estimating timelines, and executing responsibilities.
- Perform software and operating system upgrades as needed.
- Troubleshoot complex technical issues using industry best practices.
- Set up and maintain networking equipment and infrastructure, including Wi-Fi troubleshooting.
- Manage and update the IT ticketing system and maintain documentation and logs.
Requirements
- Support daily operations for both local and remote employees by providing direct technical support for individual workstations in a Windows and Microsoft Office environment, and resolving a variety of IT help desk issues.
- Respond to all new IT help desk tickets on the same day they are submitted, providing first-level technical support.
- Assist with new hire onboarding, including account setup and training on PC applications and systems.
- Configure, deploy, and maintain Windows laptops for employees.
- Diagnose and resolve hardware and software issues related to PCs and peripherals.
- Maintain accurate inventory of all devices and manage remote system updates using REFTAB.
- Participate in project work by defining tasks, estimating timelines, and executing responsibilities.
- Perform software and operating system upgrades as required.
- Troubleshoot complex technical issues using industry best practices to ensure timely resolution.
- Monitor and respond to support emails, such as Entara support inbox, as time allows.
- Maintain the IT ticketing system, including knowledge base documentation and system maintenance logs.
- Prepare and configure laptops for employees, ensuring correct deployment and functionality.
- Assist with the setup and maintenance of business networking equipment and infrastructure, including tasks such as IP subnetting, cable management, and Wi-Fi troubleshooting.
- Oversee the IT training portal to ensure all employees complete onboarding and ongoing training requirements.
- Work in a full-time, on-site role based in Boulder, CO.
- Possess a Bachelor’s degree in Information Technology, Information Science, or a related field, or an equivalent combination of education and relevant experience.
- Have at least 2 years of full-time IT support experience or a post-secondary certificate in a related program.
- Have hands-on experience with Microsoft Windows 10 and 11 and the Microsoft Office suite.
- Be familiar with the Microsoft 365 Admin Portal, including Dynamics CRM.
- Have strong experience working within a standardized ticketing system and documenting resolutions.
- Possess excellent technical writing skills for creating user-facing documentation and guides.
- Follow established methodologies while continuously identifying opportunities for process improvement.
- Demonstrate a strong customer service orientation with the ability to interact professionally across all levels of the organization.
- Show proven ability to prioritize, take initiative, and problem-solve independently in a fast-paced environment.
- Exhibit excellent written and verbal communication skills with strong attention to detail.
- Be able to work effectively both independently and as part of a collaborative team.
- Maintain a high level of personal integrity, professionalism, and reliability.
Benefits & Perks
Compensation range: $60,000 - $75,000, negotiable based on qualifications and experience
Flexible work hours
On-site work environment in Boulder, CO
Medical, dental, and vision insurance
Short-term and long-term disability insurance
Parental leave
Dependent care spending account
401(k) retirement plan
Opportunities for advancement
Ready to Apply?
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