IT Technical Support Level I

Find out if this opportunity is a good fit by reading all of the information that follows below.

The following principles are representative of the ideals and behavior required of all FBP employees :

Harmoniously work with others to promote teamwork. Assist management by reporting any problem areas concerning safety & security, regulatory, process improvements, or identifying cost savings mechanisms. Resolve any problems at the individual level, when applicable, through positive communications. Assist other departments in routine / special assignments. Maintain positive relations at all levels throughout the organization.

• Job Summary

IT L1 technicians are the first point of contact for users, focusing on initial troubleshooting and incident logging. Their primary goal is to resolve common, straightforward issues quickly or gather sufficient information for escalation. They will have a passion for problem-solving, and a willingness to learn and grow within a dynamic environment.

Performs various tasks that require good communication skills; active listening to understand users’ issues accurately. Clear communication when explaining solutions simply and with empathy. Maintaining professionalism while displaying politeness and a helpful demeanor.

• Essential Duties and Responsibilities :

Basic Technical Troubleshooting :

• Password Resets : Guiding users through password recovery or resetting accounts.
• Account Lockouts : Unlocking user accounts.
• Software Installation / Uninstallation : Basic guidance for common applications and routine patches and updates
• Printer Issues : Troubleshooting common printer connectivity and paper jam problems.
• Network Connectivity : Basic checks for Wi-Fi or wired network connection issues.
• Peripheral Device Support : Assisting with mouse, keyboard, and monitor issues.
• Escalate complex issues to the next level when necessary
• Documentation and Ticketing :
• Accurate Incident Logging : Recording detailed information about user issues and troubleshooting steps.
• Ticket Management : Understanding ticket prioritization and escalation procedures.
• Knowledge Base Utilization : Effectively searching and applying solutions from a knowledge base.
• Tool Proficiency :
• Remote Desktop Software : Basic use to view user screens.
• Ticketing Systems : Navigating and updating incident tickets.
• Basic Microsoft Office Suite : Assisting with common issues in Word, Excel, Outlook.

Provide support on various IT projects as assigned and other duties as requested.

• Job Qualifications
• Experience and Education and other Requirements
• High School diploma or GED; supplement by other technical training in a related field.
• 1-2 years of desktop and specialized support experience
• CompTIA A+ and Network+ preferred.
• Current and valid driver’s license with automobile insurance. Clean driving record. MVRs are pulled randomly.
• Must have reliable transportation to drive from site to site to provide support to clients.
• Ability to work effectively both at client locations and remotely from the office environment.
• Essential Physical-Mental Functions and Environmental Conditions
• Able to lift 50 pounds and walk with carrying the weight.

The highest point of any lift – waist / chest height; the lowest point of any lift – the floor.

• Able to push / pull objects moderate effort frequently. Maximum effort occasionally.
• Able to sit and / or stand 2 hours continuously, up to 8 hours per day.
• Analytical and troubleshooting skills
• Able to effectively communicate with customer base, both orally and in writing.
• Able to see objects closely, discriminate colors, perceive depth continuously.
• Ability to understand and follow directions.
• This job description is not all inclusive. Other duties and responsibilities may be added as necessary.

Job Type : Full-time

Pay : $22.53 - $26.50 per hour

Benefits :
• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute :

• Denver, CO 80212 (Preferred)

Ability to Relocate :

• Denver, CO 80212 : Relocate before starting work (Preferred)

Work Location : In person