Job Description

Posted 3 days ago

BURNCO is currently looking to engage contracted services of an energetic, personable, and talented IT Support Specialist for our Information Technology team. This will be an onsite role located at our Henderson, Colorado office that will require travel to our field sites in our Colorado region, and will report directly to our Manager, IT Process & Delivery and supported by the Deskside Lead for the region. You will provide onsite and remote technical support to End Users ensuring timely and accurate resolution with a high level of customer satisfaction. As the region's IT Support Specialist, you will also be responsible for supporting the daily operations of the organization. You will be a strong problem-solver, and have proven experience working independently, as well as within a team environment. As one of the key representatives for IT, you will gain an understanding of the systems and interfaces of our environment and operate as the representative for technology groups and policies while ensuring a high standard of customer satisfaction.

In addition to the overall responsibilities mentioned, you will also be involved in:

What You Will Be Doing

Strategy & Planning

• Operating as the onsite representative for all IT groups including Networking, Infrastructure, Security, and End User Computing
• Working collaboratively to deliver on larger IT, and business initiatives, and guiding on IT best practices and requirements when necessary
• Liaise with IT/IS stakeholders to drive standards and best practices in the field, and ensure compliance
• Liaise with Vendors for onsite work as needed

Operational Management

• Answer Help Desk calls and email requests in a professional, courteous manner
• Providing on-site and remote Tier-2 end-user technical support
• Performing preventative, routine maintenance on location, at multiple sites
• Obtaining and maintaining detailed catalog of assets per site
• Training users on Desktop applications such as MS Office Suite, Adobe products, and industry specific business applications
• Installing, configuring, and troubleshooting computer hardware, software, peripherals, VOIP and Mobile phones
• Handling basic networking issues and tasks, including troubleshooting connectivity issues, configuring IP settings and setting up wireless networks.
• Creating, deploying, and managing Windows images using technologies such as System Center Configuration Manager (SCCM) and Microsoft Intune.
• Procuring, Deploying, and supporting mobility devices (iOS and Android)
• Assist with application testing as necessary
• Ability to create, and maintain IT Knowledge base with user training, and procedural documentation
• Creating and managing active directory and o365 hybrid domain accounts
• Managing Incidents and Service Requests in ServiceNow
• Regular reporting on activities, including identification of deficiencies and suggested steps to remediate
• Collaborate with second and third tier support teams to identify, troubleshoot, and remediate network deficiencies
• Operate as on-premises support for changes, maintenance, or configuration tasks
• Perform regular maintenance of software, and equipment to ensure longevity and cleanliness
• Working collaboratively to deliver on larger IT, and business initiatives, and guiding on IT best practices and requirements when necessary
• Ensure that all equipment rooms are tidy, organized, and maintained to standard as guided
• Availability to participate in emergency response (including after hours)
• Proactive maintenance and procurement of equipment in a timely fashion to prevent service interruptions
• Assist with coordination of efforts for onboarding new users, and de-provisioning exiting users
• Additional duties as directed

Reality of the Job

• On-call availability required
• Frequent travel to multiple BURNCO sites required, requiring comfortability in an industrial setting (PPE Required)
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
• Routine inspection of devices, systems and cables in floors and ceilings
• Lifting and transporting of moderately heavy objects, such as desktop computers, switches, UPS and peripherals

You Are Someone Who Is/Has

• Proactive and self-motivated, with keen attention to detail
• Owns mistakes and executes strong remediation/resolution, thereby generating trust
• Strong planning, organizing and time management skills with excellent attention to detail
• Good written and oral communication skills; good interpersonal skills
• Proven analytical and problem-solving abilities
• Aptitude for technology
• Professionally mature with sound judgment and decision-making skills
• Strong customer service orientation
• Ability to present ideas in business-friendly and user-friendly language
• Ability to effectively prioritize tasks in a fast-paced environment.

What We Would Like From You

Education/Certifications, Qualifications

• Certification in ITIL, A+, MCSA or similar considered an asset
• Experience with ServiceNow, or other ITSM ticketing systems
• Proven ability to provide consistent, exemplary customer service
• Existing experience support Office 365
• Mobility support
• Experience supporting Windows desktops, and desktop architecture
• Sound understanding of networking concepts

Experience & Knowledge

• Passion for customer service, and a high standard of service delivery
• 2-5 years’ experience in a similar IT support role
• Experience with Windows imaging and deployment tools (SCCM, Intune, etc)
• Basic networking knowledge (TCP/IP, DNS, DHCP, etc) and experience handling wireless network setups and troubleshooting
• Strong planning, organizing and time management skills with excellent attention to detail
• Good written and oral communication skills; good interpersonal skills
• Proven analytical and problem-solving abilities
• Ability to multitask based on priority
• Respectful of leadership input and direction
• Extensive Knowledge of Active Directory is a must
• Request & Incident ownership
• Microsoft Office proficiency, specifically with Office 365
• Ability to terminate, and test copper cable
• Experience working in a team-oriented, collaborative environment
• Organizational skills as related to cable management, networking cabinets, desktop cleanliness
• Knowledge of ServiceNow platform is a plus
• Receptive to feedback

IMPORTANT: This position will require the successful candidate to:

• have and maintain a valid Driver's License
• provide a clean Driver's Abstract for review, if required
• provide a valid passport – ability to travel to Canada while infrequent may be required
• successfully pass pre-employment checks