Job Store Staffing
Company Description
Job Store Staffing is a woman-owned service, founded in 1974. In the years since, we’ve seen the evolution and growth of the Denver, Aurora, Broomfield/Boulder, and Colorado Springs business communities—and we’re proud to have been a part of it.
Job Store Staffing is ranked among Colorado’s top five local staffing services and one of the top twenty-five diversity-owned businesses in Colorado. We’ve remained a leader in the industry by staying in touch with our customers, adopting new innovations and developing best practices, all in the pursuit of providing ethical, excellent results for our clients and candidates.
As we head into our fourth decade, we look forward to helping Colorado’s businesses grow and thrive, and helping candidates find rewarding employment. As a woman-owned, family-run staffing business, we are committed to providing the personal touch, one-on-one dedication, and the time and support that our clients and candidates deserve.
– See more at: http://www.jobstorestaffing.com/about-us/#sthash.y5pz8lCA.dpuf
Job Description
Under general supervision, performs a variety of computer systems administration, operations and support tasks as part of a high performing Information Technology Service Desk team providing a single point of contact for end users and technical staff with the expectation of end-to-end ownership (e.g.- logging, tracking, problem analysis, research, resolution and reporting) for all Service Incidents and Service Requests.
Qualifications
Responsibilities include the following:
Service Request and Incident Management: Accountable to gather appropriate information to properly troubleshoot (Categorize, prioritize, trend) throughout the lifecycle of the ticket ensuring service levels agreements are met (response, resolution, customer satisfaction).
User System Profile/Account Support: Responsible to manage, support and Coordinate End-User account administration, activation, changes and terminations (e.g., Password/account setup and Password Reset, remote access connectivity, email accounts, End-User IDs).
Remote Device and Software Management: Responsible to manage, maintain and troubleshoot devices and software remotely over the Network to minimize the need to dispatch technical personnel for incident resolution.
Operational Processes: Responsible to perform continuous system monitoring and operational processes to ensure the integrity and availability of all business critical services.
Change Management: Responsible to monitor and communicate the progress of high risk planned changes and identify non-planned (e.g- not submitted changes).
Communication: Responsible to quickly communicate/escalate all Severity 1 and 2 incidents to support team and management and provide a clear picture of all ticket and task status during shift turnover, daily team huddles and ticket journal entries.
Continual Service Improvement: Provides a stable Service Desk environment and effectively and efficiently performs procedures to ensure IT services meet Service-Level Requirements (SLR).
Knowledge and Documentation Management: Responsible to improve the customer’s efficiency and effectiveness by utilizing knowledge databases and best practices in the areas of customer reporting, logging, tracking, and resolving of IT Incidents and Service Requests.
Service Request and Incident Management: Accountable to gather appropriate information to properly troubleshoot (categorize, prioritize, trend) throughout the lifecycle of the ticket.
OTHER FUNCTIONS
Daily Service Request and Incident Ticket Audits (Detailed operational process)
Monthly status report
Bi-annual Disaster Recovery Testing (1 weekend night, 1 times per year)
Equipment Commissioning/De-commissioning (Servers, Routers, Switches)
Datacenter Storage and Inventory Cleanup
Qualifications include the following:
Basic knowledge in Microsoft applications and environments
Basic knowledge in Windows Server
Basic Knowledge in Windows Active Directory
Basic knowledge in TCP/IP and non TCP/IP protocols
Basic knowledge with MLPP and MPLS protocols for WAN
Basic knowledge in PRI and telecommunications
Basic knowledge with Firewalls, authentication systems and applying cryptography
Basic knowledge with installation and maintenance of network cabling
Basic knowledge Cisco routers
Ability to network/distribute computing concepts and client/server programming
Ability to perform hardware and software installations
Ability to troubleshoot and problem solve
Ability to follow standard Incident, Problem and Change Management processes as defined by ITIL
Ability to pick up new technology quickly and easily with minimal guidance
Acceptable Training and Experience includes a high school diploma and additional technical training/certificates. A minimum of 2 years of technical support experience.
Additional Information
Job Store is an EOE.
Source ⇲
