Helpdesk Technician

The Information Technology (IT) Help Desk is the first point of contact for staff seeking technical assistance. IT Help Desk Technicians provide technical support over the phone, email, and in-person for our Longmont locations, and remote teams for issues they may encounter in the operation of software, hardware, and operating systems for both onsite and cloud-based systems. Maintains passwords, data integrity, and file system security for the desktop environment. This position will be based out of our Longmont Lefthand Circle location. This position also requires an on-call rotation within the team. We’re looking for a self-motivated individual, with strong customer service orientation, who can work with little to no supervision in support of our employees. 

All applicants must possess or be qualified to obtain a U.S. DoD Personnel Security Clearance. Preference will be given to candidates with an existing U.S. DoD Personnel Security Clearance.  Further information on requirements to obtain a security clearance is available at: https://www.dcsa.mil/mc/pv/mbi/gicp/.  Please review this information before applying. 

• →Provides user assistance with Windows 11, 10, 7, XP operating systems.
• →Provides technical support remotely, online, and face to face.
• →Performs diagnostic tests, modifies, or repairs hardware to the board or component level.
• →Establishes and maintains a parts inventory for personal computers, as well as other supplies and computer center-related materials.
• →Supports desktop, laptop, and mobile device systems.
• →Troubleshoots and implements desktop/laptop hardware.
• →Manages user accounts, computers, and groups in Active Directory and Office 365
• →Maintains and supports Audio/Video conferencing systems.
• →Resolves service requests and documents details based on work performed in Jira SM ticket tracking system.
• →Follows up with users to ensure positive resolution of tickets.
• →Provides user assistance with enterprise applications; Office 365, SharePoint, and other software.
• →Provides direct technical support to the executive staff.
• →Troubleshoots basic networking.
• →Performs work in office setting, as well as on factory floor and in cleanroom environment.
• →Demonstrates and maintains open communication to foster a culture based on mutual respect and trust.
• →Handles confidential and sensitive matters relating to all aspects of IT.
• →Able to lift objects weighing up to 30lbs.
• →Able to wear PPE and provide support within a FAB (clean room).

• Commitment to Excellence.  Attention to Detail.  Pride in Workmanship.   
• At least 3+ years of hands on IT help desk support experience.
• A+ or comparable hardware certification is desired.
• MCTS or other IT relevant certifications
• Experience in a manufacturing or similar environment is preferred.
• Must be self-motivated and able to work independently at times.
• Must have ability to apply knowledge and skills to complete a wide range of tasks.
• Ability to work onsite M-F in Longmont, as well as travel between locations, as needed.
• Exceptional customer service, problem-solving, and analytical skills
• Ability to perform duties with integrity, honesty, and professionalism.
• The ability to communicate effectively, both orally and in writing
• Ability to complete tasks in creative and effective ways.
• Ability to work on assignments requiring considerable judgment and initiative in resolving issues or in making recommendations.
• Ability to use sound judgement, use discretion, and escalate issues, as appropriate to IT leadership.
• Ability to protect confidential and proprietary information.
• Understands implications of work and makes recommendations for solutions.
• Ability to work overtime and weekends, as needed.