Job Title: Desktop Support Technician Denver Department: SG&A Reports To: IT Manager Employment Status: Non-Exempt, Hourly Primary Location: Denver, CO Compensation: $28 HR- $35 HR
Compensation: We will determine salary based on skills and experience in relation to the function of the role, as well as equity to any other employees in the same or similar role.
Company Profile: Congruex is looking for a Desktop Support Technician to join our team. Learn more about it at www.congruex.com.
Who is Congruex
Congruex designs and builds broadband and wireless communications infrastructure. The work we do enables the connectivity for nearly everything in the modern world to operate, from healthcare and energy to transportation and social interactions.
We deliver turn-key network solutions under a single platform by aligning our engineering and in-market construction operating units. Our vision is to be the best end-to-end provider of network services in the U.S. and our core values of GRIT connect everything we do.
We are the One Congruex Family. We are building tomorrow, together.
Your New Job The Service Desk Technician is responsible for providing frontline and remote technical support to end-users, addressing a mix of common and moderately complex hardware, software, and network issues with an emphasis on delivering exceptional customer service. This role will diagnose and resolve technical problems, escalate more complex issues when necessary, and maintain clear and timely communication with end-users. Additionally, the role involves managing service requests, documenting resolutions, and contributing to the continuous improvement of service desk processes to enhance the overall user experience. Key Job Responsibilities (Including, but not limited to):
Respond to all user requests via emails, phone calls, customer portal, and foot traffic
Create, manage, and work all ticket requests in the JIRA IT ticket management system
Resolve all level one and some level two IT related issues
Escalate unresolved issues to senior IT support
Coordinate and follow-up on all tickets for all levels of support
Provide detailed information regarding solution of all tickets serviced
Add resolutions of recurring issues to the IT knowledge base
Install, maintain, and troubleshoot all software and application related issues
Microsoft Windows 10 and 11
Microsoft Office 365
Adobe (Reader, Acrobat)
Autodesk AutoCAD
Web browsers (Internet Explorer, Firefox, Chrome, Safari)
All other applicable applications deemed necessary
Install, repair, and replace all desktops, laptops, mobile devices, printers, VOIP phones, scanners, and copiers
Create, deploy, and manage desktop and laptop images
Provide basic networking (Connection Issues) and authentication support (Domain Login or Application Login)
Coordinate the creation of all new user accounts
Assist users with managing all user accounts
Inventory all on-hand hardware and software
Physically inventory all hardware annually
Weekly inventory all software
Maintain records of hardware and equipment in the asset management database. (CMDB)
Assist with special projects as deemed necessary
Worksite location may vary depending on the business needs (onsite vs. remote)
Accustomed to working in a fast paced and changing environment
Deadline driven, self-motivated, and technically savvy.
Excellent verbal and written communication skills.
Superior time management skills.
Strong attention to detail.
Ability to be flexible, take direction with ease, including changes to schedule and workflow priorities.
Critical thinking skills: make assessments and provide solutions to problems.
Superior customer service. Dedication to providing customers “White Glove Service”.
Technical
Working knowledge of hardware (desktops, laptops, mobile phones, printers, copiers and VOIP phones)
General networking (TCP/IP, DNS, and WINS)
MacOS and Linux/Unix experience (preferred but not necessary)
Android and iOS experience (preferred but not necessary)
MS Office, Adobe Products, AutoCAD, Quickbooks and WEB applications
Experience performing virus removal in applications such as malware
Desired Skills & Qualifications:
Bachelor’s degree (in Science, Technology, Engineering or Mathematics) preferred.
ITIL training preferred
Why Work At Congruex No matter what role you play, you are an important part of the One Congruex Family.
Opportunities
We offer opportunities at all levels across the nation – from students to industry veterans – in areas of engineering, construction, and professional services. Wellbeing
We value the wellbeing of our people and offer competitive compensation, health benefits, wellness resources, 401(k) retirement planning, and employee recognition and leadership development programs. Options may vary by geographic location.
Culture
The pillars of Congruex culture are GRIT, safety, inclusion, and family.
GRIT: Our GRIT values are part of our company DNA and the touchstone for our multinational workforce.
Guts - having the guts to do the right thing
Reliability - being reliable to deliver what we promise
Innovation - innovating every day
Teamwork - embracing teamwork together as One Congruex
Safety: We are committed to 24/7 safety practices on our jobsites, within our offices, and all the places our team exists in between.
Inclusion: Congruex embraces our team’s diversity and promotes an inclusive workplace for all.
Family: We are a family-oriented company committed to the long-term health and development of our people.
All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.
Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.
