Information Technology Specialist in Denver, CO at MasTec Network Solutions

Date Posted: 10/23/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Denver, CO
  • Experience:
    Not Specified
  • Date Posted:
    10/23/2021

Job Description

Description - External

SUMMARY

Respond to inquiries and requests for assistance with the organization's computer systems and/or peripherals. Identifies, analyzes, troubleshoot, and resolves problems to eliminate recurrences and reduce calls to the service desk. Coordinates with other Information Technology teams to resolve problems if necessary. Support hours for the service desk are between 8:00 AM and 9:00 PM. Provides support and a central point of contact for standard software and hardware-defined in the current Information Technology Services (ITS) Products and Services.

DUTIES AND RESPONSIBILITIES:

  • Incident analysis and resolution
    • Logs all service desk calls or email requests into Incident Management System (ServiceNow), assigns, updates, and resolves the incident as needed.
    • Analyzes and resolves incidents with a goal of 90% First Call Resolution.
    • Supports at a minimum Microsoft Office, Windows OS, and Remote Access.
  • Direct Service Desk Requests
    • Completes requests for Password Resets, User Provisioning, Software requests and implementation, printer mapping, and support
    • Logs all service desk email requests into Incident Management System (ServiceNow)
  • Incident prevention and continuous process improvement (when time permits)
    • Investigates causes, tests solutions, and puts solutions in place to reduce calls to the service desk.
    • Fixes causes, not just solutions. Works to eliminate recurring issues and reasons to call.
    • Promotes effective use of technology.
    • Watches for trends that indicate potential incidents and then escalates the issues or concerns before they happen.
  • Customer Service
    • Must learn to think of the customer as the most important part of the job.
    • Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior.
    • Promotes a professional service desk image and sells the value of the service desk.
    • Understanding service desk priorities and objectives and taking an active role in accomplishing these objectives.
  • Participates in other I&O teams
    • Reviews ITS Morning Meeting results and upcoming changes to know what is going into production and what could cause problems. Tries to identify possible problem areas or communication needs.
    • Passes feedback from customers on to the End User.
  • Communication
    • Keeps peers and End-User/Alt End User informed of trends, significant problems, unexpected delays, and anything new in the environment.
    • Keeps customers informed of global problems, scheduled downtime, or anything that affects the computing environment.
    • Keeps customers informed of progress on problems that cannot be resolved on the first call.
  • Training
    • Keeps current on all the technology used in the environment supported.
    • Takes training that continues to develop interpersonal skills.

Qualifications - External

QUALIFICATIONS:

Education:

Degree in Information Systems or related field, an equivalent combination of education and experience, or completed a Microsoft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE).

Experience/Skills:

They must have 1-2 years of work experience in an IT support function or a customer service-oriented call center environment. In addition, the candidate must demonstrate knowledge and abilities in the following:

  •  Focus – The ability to remain focused on what is important to the business despite distractions. Commitment to team/department/company; understanding the service desk’s role in the company.
  • Problem Solving – The ability to identify and resolve problems quickly and effectively.  Understands the entire process from logging to informing customer solution is in place; knows when to escalate; implements solutions not fix.
  • Proactive Thinking – The ability to take the initiative to make improvements. Anticipate customer needs; look for ways to improve the customer, eliminate recurring problems and calls, and constantly learn.
  • Communication – Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification of requests. Responds well to questions. Ability to interact and communicate clearly in English with people over the telephone, often in stressful situations. Writes clearly and informatively. Edits work for spelling and grammar.
  • Customer Skills – The ability to interact with customers politely and professionally. Regards customer as a most important part of the job; respectful of customers and manages difficult or emotional customer situations. Responds promptly to customer needs and requests for service and assistance.
  • Professionalism – Uses time efficiently. Tactfully approaches others. Treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions.
  • Teamwork - Contributes skills and capabilities to achieve the team’s goals. He is receptive to new ideas, builds strong working relationships, and values diversity. Encourages and gives credit to others for their contributions and puts team goals ahead of individual objectives—ability to assist service desk agents and make self-availability to Management and others.
  • Flexibility - Performs a wide range of tasks, responding to changes in direction and priorities. Accepts new challenges, responsibilities, and assignments. Works outside of ordinary routine. Views problems or business situations from both own as well as another’s perspective. Adjusts to multiple demands and satisfying priorities. Utilizes new and unique methods to resolve issues. Possesses versatility demonstrated through performance and/or some experience in multiple skill sets.
  • Team/Company Fit – Absolutely always on time; enjoys working in a very casual environment in terms of relationships and communication; willing to work overtime; doesn’t need any hand-holding
  • Technical– The ability to learn technical product information quickly and accurately.

Working knowledge of the following :

  • Office **
  • Windows 7/10 **
  • Remote Access (VPN/SecurID)
  • Smartphones
  • Password Administration **
  • Hardware Diagnostics
  • Data Network Fundamentals **
  • Intranet
  • ServiceNow    

      ** Required

Physical demands:

While performing the duties of this job, the employee is occasionally required to sit; use hands to finger, handle, feel objects, and type on keyboard; reach with hands and arms; talk and hear. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work environment:

While performing the duties of this job, the employee will have a cubical exposure to normal noise levels in the work environment.

Work Hours:

A forty (40) hour work week is scheduled. The standard work schedule is 8 hours/day, Monday- Friday, five days a week; critical Support is after hours every 10 weeks for 1 week.  Late support is 1 day a week from 12:00 pm to 9:00 pm. Work week excludes Federal holidays observed by MasTec. Each workday has a 1- hour lunch.

Area Security Access:

A background investigation is required.

 Performance Requirements:

An analyst must achieve at least 95% Start Time by being logged on the phones and in “Ready” mode within 5 minutes of their start time or return from breaks. After a one-month training period analyst must be able to resolve 90% of calls handled.  The analyst must maintain good customer service by not receiving more than 1 complaint per month.

Hourly Range: $19.61- $33.67

Benefits/Incentive Pay


We offer competitive compensation for professional, skilled, and hourly employees. In addition, our employees are covered by a variety of health insurance plans nationwide, with dental, health, vision care, short- and long-term disability, basic life, AD&D, and supplemental life and AD&D offerings. We also provide a 401(k)-retirement savings program with a company match, as well as a company stock purchase plan.

This position is not eligible for bonus or commission payments.

Apply Now

If interested, please apply:  mnscareers.mastec.com.