L2 Desktop Support – Denver, CO

The L2 Desktop Support technician will be a part of the global Gen II Information Technology Group.  The technician is responsible for supporting users with all of their desktop support needs on a daily basis.  The technician is required to be onsite each weekday.  Daily work by the technician will be to provide end-users with the highest quality support by leveraging their technical experience and background, using their set of IT skills, communicative abilities, and a passion for technology.  The L2 Desktop Support position is the face of IT that interacts and operates with all staff and will need to be able to interact effectively and collaborate with users at all levels both inside and out of the firm.  The technician shall ensure that all users at the site they work at receive appropriate assistance with business IT problems in a timely and professional manner.  We are looking for a technician that is a doer, a go-getter, can operate independently as needed, and knows when to collaborate and ask for help all while keeping the best interest of each user and the business at the front of their mind.

 

Primary Responsibilities Will Include:

  • Provide exceptional end-user support at the desktop level
  • Coordinate end-user IT equipment moves, installations, and replacements
  • Maintain IT staff and asset management inventory in relation to provisioning, labeling, deploying, and maintaining all end-user systems and software
  • Able to follow set policies, processes, and procedures and contribute to the continuous improvement of all three areas
  • Work both independently and in a collaborative manner to address each user’s needs
  • Deliver work based on industry and company best practices
  • Responsible for adhering to and meeting IT audit requirements
  • Create, review, enhance and implement IT documentation to sustain a substantial Knowledge Base (KB) to improve both first call resolution and overall user experiences
  • Engagement and interaction with internal IT teams along with ITO Help Desk staff and IT partners
  • Support multiple conference rooms and conference technologies
  • Weekly meetings with the IT Technician team and Director of IT
  • Involvement in planning future computing needs and capacity planning
  • IT point of contact for staff onboarding, transfers/promotions, and offboarding. This includes day one staff introduction to the firm’s technology package, orientation, and training along with ongoing user education on IT changes via effective interactions and communication
  • Change request management

Job Requirements, Skills, Education, and Experience:

  • At least five years of recent hands-on work experience in the IT industry providing end-user technology support
  • Experienced in working with Windows 10 OS along with multiple Enterprise Applications including Office 365 Suite
  • Able to support hardware: desktops, phones, printers, and software applications. Experience with provisioning, deploying, recovering, and inventorying end-user equipment
  • Excellent written and verbal communication skills with the ability to create and manage KB documentation and to present complex technical information in a clear and concise manner to a variety of audiences
  • Comfortable working hands-on while interacting with end-users
  • Familiar with onboarding, transfers, offboarding, access and identity management
  • A history of working in a fast-moving IT environment handling multiple, competing priorities
  • Strong work ethic, willingness to learn, has a thirst for knowledge
  • Thrive independently and as part of a team
  • Active workdays will require the IT Technician candidate to move around a lot, from office to office and floor to floor
  • From time to time, this position may require moving equipment around the office including office moves (ability to lift up to 40 pounds)
  • Bachelor’s degree in Computer Science or equivalent preferred

Plus Experiences (Denver):

  • CCH ProSystem fx Engagement, Thomson Reuters AdvanceFlow, Thomson Reuters GoSystem Tax RS, Allvue AltaReturn, Smartsheet, LastPass, Box, ServiceNow
  • Systems Administration, Microsoft Azure, LAN, WAN, WLAN, Server, Storage, Security, SOC