Desktop Support Analyst Job in Boulder 80302, Colorado US

 

We are looking for an enthusiastic and dynamic individual to join our IT Operations team providing support services to local and remote employees with IT issues involving desktoplaptop software, hardware or network services. In this role you will be responsible for responding to all levels requests to diagnose, troubleshoot and resolve issues. 

You will respond promptly to escalations for technical support via phone, email and in person to provide timely resolution, document case status and provide updates to management and end-users. You will also help to maintain standard operating procedures, best practices and customer service guidelines relating to desktop support. In addition you will sometimes be required to participate in IT projects with assigned project deliverables.

 

What you’ll do

·       Provision laptops, IP Phones, setup cloud service accounts, and software for new employees

·       Troubleshoot employee issues with their computing devices (laptop and mobile), software, or cloud services

·       Support, monitor, and troubleshoot office networking equipment, making sure a fast Internet connection is always available to our employees

·       Evaluate, install, and maintain IP-based teleconferencing solutions to connect our geographically dispersed offices and employees.

·       Create and implement security policies around IT systems and computing devices

·       Author and present training to SendGrid employees on topics including security awareness and proper use of teleconferencing and computing equipment

·       Evaluate and recommend solutions to enhance employee communications, productivity, and flexibility

 

Our Technical Environment

·       At SendGrid, we love the cloud, and use it where possible for all our computing needs

·       We’re OS indifferent, giving our employees the choice of Mac, Windows and Linux

·       Our IT solutions consider a “work anywhere” philosophy to support our multiple office locations and give our employees flexibility to work remotely when necessary

·       We’re always looking for better solutions to enhance our communications between our offices and the productivity of our employees

 

About You

·       BS in IT, CS or related discipline or equivalent work experience

·       A minimum of 2-4 years experience in desktop support in a professional environment is required

·       Proficiency with Mac, Windows, and Linux operating systems

·       Experience with Asterisk PBX systems, and Polycom IP phones

·       Experience with security best practices as they affect technology organizations and their desktop computing systems

·       Strong communication skills – both verbal and written - must be able to communicate clearly and with the right level of detail

·       Ability to communicate technical issues to a non-technical audience

·       May be required to provide technical support in emergency or maintenance situations outside of normal business operating hours

·       Position will require occasional travel between Boulder, CO and Anaheim, CA offices to support