15 Jul
IT Customer Service Technician
Colorado, Boulder , 80301 Boulder USA

Vacancy expired!

Now Hiring: IT Customer Service TechnicianMust Love IT and SeniorsA favorite fixture in Boulder since 1960, Frasier is an independent, non-profit (501(c)(3), mission-driven, CARF accredited continuing care retirement community. We are growing and it isn’t just new (and greener) buildings! We are growing our programs and offerings both inside and outside our campus, implementing innovative methods to create community, and building on our culture of excellence.The IT Customer Service Technician is responsible for ensuring the proper operation and availability of computers, printers, IT systems, and applications in support of Frasier employees and residents. This includes receiving, prioritizing, documenting, and actively resolving IT Service Desk incidents, problems, and services requests. Problem resolution may involve the use of diagnostic and IT Service Desk tracking tools, as well as requiring that the individual support our staff and residents with in-person, hands-on help.YOU are bright, curious, relentlessly positive, and ready to serve our residents and staff. You get how crucial IT is are to our residents and are committed to ensuring nobody falls through the cracks. You are organized and detail-oriented and have a knack for making the complex understandable. You bring your unique skills and talents to a diverse team, along with a growth mindset and a penchant for making what we do fun. You would also jump at the chance to get to know our amazing residents and staff.

Here’s what you’ll do:
  • Independently organizes, manages, and executes enterprise programs and projects as assigned.
  • Fields incoming IT Service Desk requests from end users via both telephone and e-mail in a courteous manner.
  • Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Builds rapport and elicits problem details from IT Service Desk customers.
  • Performs hands-on fixes, including installing and upgrading software, installing hardware, implementing, and executing backups, and configuring systems and applications.
  • Ensures all hardware platforms conform to Frasier’s information technology security standard that includes the installation and configuration of Antivirus and Antimalware applications, Autotask AEM and PSA agents, Cisco Umbrella agents, and hard disk encryption as appropriate.
  • Develops business process documentation for network, firewall, server, PC, laptop, printer, mobile devices, and applications.
  • Provides desktop, laptop, and printer hardware/software support to local and remote users and designs develops, deploys, and supports backend infrastructure in support of these systems.
  • Designs and develops a framework for deployment, image, and re-image of standard desktop and laptop platforms
  • Designs, develops, and deploys multi-tiered information security architecture and ensures the framework is ubiquitously deployed and applied to all endpoint platforms
  • Develops and designs a framework for routine patch management of all end-user platforms and ensures patch compliance using defined asset management tools
  • Procures, configures, and deploys new desktop/laptop and other IT-related equipment
  • Installs, configures and troubleshoots computer-related equipment (printers, multifunction devices)
  • Configures system connectivity/user access as needed
  • Troubleshoots and resolves user application, workstation, hardware, and software problems
  • Installs network equipment and troubleshoots and resolves problems as necessary
  • Provides audiovisual setup and connectivity for meetings and proctors varied online meeting and collaboration venues
  • Responsible for ongoing security maintenance of the network and confidential employer/patient data
  • Performs network and system administration for assigned applications and systems
  • Implements and applies needed patches, upgrades, and bug fixes
  • Works with vendors to install, implement, configure, troubleshoot, and support different hardware/software technologies
  • Manages workflow and leverages the IT Service Desk services delivery framework to receive, assign, triage and resolve IT Service Desk tickets in alignment with established SLA’s for both employees and residents
  • Collaborates with the management team on IT-related projects
  • Maintains Active Directory, Office 365 Services, Storage Area Networks, VMWare, Ruckus and Tellabs networking, Fortinet Firewalls, VPN services, clinical applications, and other technologies.
  • Monitors and maintains on-premise and remote Barracuda backups of all IT systems
  • Integrates user workstations with Microsoft Windows servers, Active Directory, and Microsoft Office 365
  • Ensures end-user compliance with security protocols including password complexity and password expiration policies
  • Provides solutions to complex system administration and application problems

Here’s what you need:
  • Bachelor’s degree in Information Technology or related field and/or a combination of relevant education, experience, and relevant IT certifications
  • A+, Network +, MCP, CCNA or equivalent certifications preferred but not required
  • In-depth knowledge of computer and laptop hardware
  • Knowledge of HIPAA IT policies and procedures
  • Knowledge of application security principles and PC hardware/software
  • Knowledge of network technologies and equipment as it relates to port and wireless management, print management and PC, laptop, and mobile device network connectivity management
  • Must have excellent organizational and time-management skills
  • Experience with desktop and server operating systems, including Microsoft Windows 10 as well as Microsoft Windows Server. Mac OSX experience a plus.
  • Experience supporting and troubleshooting on-premise and cloud VOIP telephony. Mitel experience a plus.
  • Experience supporting and troubleshooting IOS and Android mobile devices. Experience with MDM solutions.
  • Experience with setup, troubleshooting, and configuration of Microsoft Office 365
  • Working knowledge of a wide range of diagnostic utilities
  • Good understanding of the organization’s goals and objectives
  • Experience supporting and maintaining audio-visual systems that include microphones, projectors, and fixed and mobile audio and video systems. Experience with Crestron back audiovisual infrastructure is a plus.
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
  • Strong documentation skills
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to present ideas in user-friendly language
  • Highly self-motivated and directed
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service
  • Must successfully pass organization-required background screening and health screening requirements

We work with a vulnerable population, and to protect our residents, the COVID-19 vaccine, annual Influenza (Flu) vaccine, TB test, Drug screening, and Background Check are conditions of employment.

Compensation and Benefits
  • Pay Range: $55,000 - 80,000 per year. Pay is based on Experience and Education.
Frasier offers a comprehensive benefits package to all employees working at least 32 hours per week. Frasier’s benefits package includes medical, dental, vision, flexible spending accounts, life and AD&D insurance, short-term and long-term disability insurance, supplemental life insurance, employee assistance program, a 401K retirement plan, and PTO.EQUAL OPPORTUNITY EMPLOYER | EQUAL HOUSING OPPORTUNITY | DRUG-FREEFrasier uses E-verify.

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