Job Description
IT Service Desk Technician IIHighlands Ranch, CO (Hybrid)
We exist to transform our customers and change lives
Who We're Looking ForThe Service Desk Technician II serves as an intermediate-level support professional responsible for resolving complex technical issues and managing escalated requests. This role provides technical assistance to end users by troubleshooting, diagnosing, and resolving issues related to hardware, software, and network services. In addition to technical support, the position includes responsibility for asset and hardware tracking to ensure accurate inventory management and efficient lifecycle support. This role focuses on delivering exceptional service for core business processes, while also defining and optimizing workflows to enhance RF-SMART team performance and tool utilization.
What You'll Do:
Serve as main point of contact for end users, providing support through multiple channels (phone, email, chat) and handling incidents and service requests.
Diagnose and resolve hardware, software, and network issues using approved diagnostic tools and documented procedures, adhering to Incident Management practices to restore normal service operation as quickly as possible.
Fulfill service requests such as new device setups, software installations, and peripheral configurations, ensuring they are completed within established SLAs.
Deploy, configure, and maintain IT assets (desktops, laptops, mobile devices, printers), ensuring compliance with asset and configuration management processes.
Perform Access Management tasks by creating, modifying, and disabling user accounts and permissions in systems like Active Directory, email, and enterprise applications, following established security and authorization procedures.
Escalate complex incidents and problems to higher-tier support teams with complete documentation, following proper escalation procedures to minimize service disruption.
Document resolutions, workarounds, and technical procedures in the knowledge base to support Knowledge Management efforts and promote self-service for Tier I and end users.
Follow up with users to verify resolution, ensure customer satisfaction, and close tickets in alignment with Continual Service Improvement principles.
Support new hire onboarding and employee offboarding by provisioning/deprovisioning accounts and preparing or reclaiming IT equipment in coordination with HR and other departments.
Independently manage assigned tickets and workload , ensuring timely resolution and adherence to service level agreements and operational procedures.
What You Bring:
Why You'll Love It Here: Working at RF-SMART means joining a culture that values growth, collaboration, and innovation. As an Associate IT Support / Help Desk Specialist I, you'll work alongside a passionate team dedicated to making a difference—both for our customers and our employees.
Employer does not sponsor applicants for employment visa status (e.g. H-1B visa status). General Information: The above noted job description is not intended to be an exhaustive list of all duties and responsibilities that may be assigned, but rather to give a general sense of the responsibilities and expectations of the job. As the nature of business demands change so, too, may the essential functions of this specific position and/or the skills and abilities required. RF-SMART is an Equal Employment Opportunity (EEO) employer.A Word From Our CEO - Watch Now
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