Job Type
Full-time
Description
About Denovo Denovo is an industry-leading provider of ERP application management and consulting services. At Denovo, we prioritize a customer-first approach. We collaborate with every customer to create a customized cloud roadmap, be a best-of-breed Managed Services Provider focusing on seamlessly integrating ERP application management with cloud infrastructure management to deliver a unified , proactive, and high-value service and migration experience. Denovo is a strategic partner to customers, advising on ERP upgrades, cloud migrations, and digital transformation strategies. The goal is to continuously deliver business value and support customers in achieving their operational goals. Denovo's solutions are designed to manage and improve customers' business operations, reduce risk, and provide zero delay with our proactive and strategic service.
We are currently adding a Desktop Support Technician II to our team in Nashville, TN. This position is in-person, on-site.
Summary:
The Desktop Support Technician II will provide technical support to both internal associates and clients for technical inquiries received via telephone, email, web portal, or in person. This role ensures proper computer operations so that end users can accomplish organizational tasks. Responsibilities include receiving, prioritizing, documenting, and actively resolving end-user help requests, configuring and supporting laptop computers, and provisioning and managing user accounts among several systems. The successful candidate must be a self-starter, manage multiple tasks simultaneously, own deliverables end to end, prioritize workload effectively, and thrive in a dynamic environment. This individual must also work well under pressure to meet ongoing and overlapping deadlines within abbreviated time constraints while maintaining a "customer service" attitude
Duties :
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to queries either in person or over the phone.
- Walk customers through the problem-solving process.
- Install, modify, and repair computer hardware and software.
- Create and manage new user accounts among several systems.
- Maintain timely and accurate help desk request records using the ticketing system.
- Run diagnostic programs to resolve problems.
- Install computer peripherals for users.
- Follow up with customers to ensure issue resolution.
- Monitor licensing utilization and hardware inventory.
- Test pending software updates.
- Be an active learner, taking part in continuous education opportunities.
- Perform other duties as assigned.
- Answer incoming customer calls and work tickets with a high-resolution rate for assigned areas of expertise.
- Troubleshoot access and technical issues while gathering pertinent information to resolve or escalate the problem
Requirements
Qualifications :
- At least five years of IT support experience required
- Must be proficient in supporting Microsoft OS and Office suites.
- Exchange/Office 365 and Active Directory management
- Experience with VoIP technologies
- Excellent communications skills
- Analytical and problem-solving skills
- Ability to work in a team environment
- Organization skills to balance and prioritize work
- Leadership skills to mentor and guide less experienced personnel
- Experience working in an enterprise-level service desk environment with 300+ users is highly preferred
- Basic project management skills and the ability to accurately interpret requirements, analyze data, reason logically, exercise sound judgment, and develop effective solutions to problems are required
Desired:
- Microsoft (MCITP/MCDST/MCSE/MCSA) certifications.
- ITIL certification
- CompTIA A+
- Microsoft 365 Certified: Fundamentals
- Microsoft 365 Certified: Modern Desktop Administrator Associate
The estimated base rate range for this position:
$30 - $35 per hour. The actual hourly range is based on fair market value based on your geographical location, skills, role requirements, and responsibilities. This position also offers a variable bonus based on company and individual performance and employee stock options. This posted compensation is a good faith and reasonable estimate. Denovo reserves the right to adjust this range depending on the selected candidate's qualifications. Denovo provides a comprehensive benefits package that includes, but is not limited to Medical, Dental, Vision, Life and Disability insurance, FSA (Health & Dependent Care), HSA, 401(k), PTO, Paid Holidays, as well as Supplemental Benefits for Accident, Critical Illness, Identity Theft, and Legal support.
Denovo is proud to be an Equal Employment Opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees are treated fairly, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, age, or veteran status. In accordance with the Colorado Equal Pay for Equal Work Act, we ensure equitable pay practices and opportunities for advancement based on merit and qualifications, without regard to gender or any other protected characteristics. We value a respectful and supportive work environment where every individual can thrive.