Colorado Springs Utilities IT Help Desk / IT Service Center Technician in Colorado Springs, Colorado

IT Help Desk / IT Service Center Technician

Job Type: Information Technology

Pay Range $24.71 to $29.65

Location Colorado Springs, CO

Posting Close Date 12/10/18

IT Help Desk / IT Service Center Technician

Colorado Springs Utilities is seeking an experienced IT Help Desk / IT Service Center Technician professional to join a small team of professionals. In this role, you will be addressing, monitoring, analyzing, and troubleshooting inquiries, problems, and requests from internal customers utilizing a variety of tools and techniques. We are not a typical Level 1 Service Center, as we are striving to close the case on the 1st call. Technical troubleshooting ability is a must to succeed in this position along with an understanding of ITIL best practices. Responsibilities include collecting detailed information from the end user to record and classify the problem/question, apply initial support to resolve the problem/question or escalate to appropriate support personnel, and follow up with the user for customer satisfaction via the case tracking system. In addition to supporting users for Information Technology related items, we also handle Human Resources first level calls.

Required Skills, Knowledge and Competencies: (please detail as many of these skills as applicable in your resume)

  • Ability to analyze, troubleshoot, diagnose and resolve routine problems and questions

  • Experience working in a call center/help desk/service desk environment

  • Excellent written and verbal communication skills

  • Demonstrated high-level customer service skills; resulting in 75% or more positive case closure

  • Ability to multi-task while handling a high volume of user support requests

  • Strong collaboration and teamwork skills

  • Ability to adjust to multiple and changing priorities

  • Analyze trends in the Service Desk and recommend changes based on findings

  • Knowledge of computers, hardware and software applications, operating systems and peripherals including installation and configuration

  • Knowledge of Microsoft applications such as Microsoft Office including Outlook

  • Experience working with an Incident Management/Case Tracking system such as ServiceNow

  • Knowledge and troubleshooting of COE (Common Operating Environment) applications, phones and network connectivity

  • Ability to write technical support processes

Desired Skills:

  • Experience working with a knowledge-based system

  • Knowledge of and ability to explain basic Human Resources policies and procedures (e.g., benefits, compensation, hiring processes)

Why should you apply? In this position, you will have the opportunity to not only be recognized for your technical expertise skills but also provide outstanding customer service. If you are passionate about continuous improvement, education, training and providing service as a Service Desk professional, we want to hear from you!

What will it take to be successful? Most people will offer at least 4 years of experience working in a technical Service Desk environment and a related Associate’s Degree in a technical field. The ideal candidate may also demonstrate technical expertise by offering supporting certifications (e.g., A+ certification, ITIL version 2 or 3, HDI Analyst).

What a career at Colorado Springs Utilities can offer you…

  • As a community-owned enterprise for over 100 years, we offer the stability of providing a required service and commodity for our community.

  • We are a diverse team of professionals who take pride in delivering exceptional service to our community through new and innovative technologies.

  • We understand employees have competing priorities. That is why we have created an environment which embraces teamwork and flexibility.

Join a diverse team of high performers who take pride in delivering exceptional service to our community and tap into the power of your potential!

All postings will close at 11:59pm on the Posting Close Date. Candidates must apply for the position prior to this date and time. If the Posting Close Date is blank, the position will remain open until filled . Actual starting pay will be determined at the time of offer based on the experience, education, and training of the successful candidate.

Colorado Springs Utilities is an Equal Employment Opportunity/Affirmative Action employer. Our differences make us richer. Learning and growing from one another makes us more than what we were. We want our workforce to be as diverse as our business and recognize the limitless benefits of this commitment. Our desire is to have the organization reflect the diversity of the Pikes Peak Region. As an Equal Employment Opportunity employer, it is our commitment that no person shall be unlawfully discriminated against because of race, color, national origin or ancestry, sex, age, religious convictions, veteran status, disability, political beliefs, sexual orientation or gender identity. Affirmative Action is Colorado Springs Utilities’ effort to ensure positive steps are taken to have a representative workforce reflective of the relevant available labor force.

Accessibility Accommodations . If you are an individual with a disability or disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at or by calling 719-668-7500. This option is reserved for individuals who are unable to use or require assistance with the online tools as the result of a disability and is not intended for other purposes.

E-Verify and Right to Work Notice . Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Colorado Springs Utilities participates in E-Verify. For more information on your rights and responsibilities as an applicant, please visit: . If you have a legal right to work in the United States, there are laws to protect you against discrimination in the workplace. You should know that no employer can deny you a job or fire you because of your national origin. Unless mandated by law or government contract, employers cannot require you to be a U.S. Citizen or permanent resident or refuse any legally acceptable documents. If any of these things have happened to you, you may have a valid charge of discrimination that can be filed with the OSC. Contact the OSC for assistance in your own language. Call 1-800-255-7688. TDD for the hearing impaired is 1-800-237-2515. In the Washington, D.C., area, please call 202-616-5594, TDD 202-616-5525 Or write to: U.S. Department of Justice Office of Special Counsel NYA 950 Pennsylvania Ave., N.W. Washington, DC 20530.

Colorado Springs Utilities does not sponsor work visas. All eligible applicants must be currently authorized to work in the United States on a full-time basis.

Job Type: Information Technology