Page Mechanical Group, Inc.
Desktop Support Technician
Page Mechanical Group, Inc., Boulder, Colorado, United States, 80301
Job Title:
Desktop Support Technician Business Unit:
SEU Department:
SG&A Reports To:
IT Manager Employment Status:
Non-Exempt, Hourly Primary Location:
Jacksonville, FL Company Profile
Congruex is a multi-national organization that specializes in broadband network construction and engineering. We support some of the largest service providers in the United States with a footprint that extends across the nation. Our turn-key design and build solutions allow our customers to deliver more data, more bandwidth, and ultimately support more devices for their end users. Our diverse self-perform capabilities allow us to deliver high quality telecommunications and utility solutions with efficiency as one combined end-to-end business. Congruex is a growing collection of subsidiary operating units. Our unified vision is to be the nation’s largest end-to-end provider of network design, engineering, construction, and maintenance for broadband operators. We are
One Congruex . Our Mission & Values
It is our mission to satisfy our customers by providing the expertise, technology, and resources necessary to build better networks. Congruex is committed to the overall health, wellness, and safety of our people. We support diversity, inclusion, and the right to live freely with mutual respect. These values are ingrained in our core values of
GRIT . At Congruex,
GRIT
is an acronym for guts, reliability, improvement, and teamwork – having the
GUTS
to do the right thing, being
RELIABLE
to deliver what we promise,
IMPROVING
ourselves every day, and embracing
TEAMWORK
together as One Congruex. Job Summary
The Service Desk Technician is responsible for providing frontline and remote technical support to end-users, addressing a mix of common and moderately complex hardware, software, and network issues with an emphasis on delivering exceptional customer service. This role will be a go-to onsite tech for executive/Sr. leadership IT support. They’ll diagnose and resolve technical problems, escalate more complex issues when necessary, and maintain clear and timely communication with end-users. Key Job Responsibilities
Respond to all user requests via emails, phone calls, customer portal, and foot traffic Create, manage, and work on all ticket requests in the JIRA IT ticket management system Resolve all level one and some level two IT related issues Escalate unresolved issues to senior IT support Coordinate and follow-up on all tickets for all levels of support Provide detailed information regarding solutions of all tickets serviced Add resolutions of recurring issues to the IT knowledge base Install, maintain, and troubleshoot all software and application related issues Install, repair, and replace all desktops, laptops, mobile devices, printers, VOIP phones, scanners, and copiers Create, deploy, and manage desktop and laptop images Provide basic networking (Connection Issues) and authentication support (Domain Login or Application Login) Coordinate the creation of all new user accounts Assist users with managing all user accounts Inventory all on-hand hardware and software Assist with special projects as deemed necessary Worksite location may vary depending on the business needs (onsite vs. remote) There may be travel between locations for onsite service. (
Required Skills & Qualifications
General High school diploma or GED equivalent. Accustomed to working in a fast paced and changing environment Deadline driven, self-motivated, and technically savvy. Excellent verbal and written communication skills. Superior time management skills. Strong attention to detail. Ability to be flexible, take direction with ease, including changes to schedule and workflow priorities. Critical thinking skills: make assessments and provide solutions to problems. Superior customer service. Dedication to providing customers “White Glove Service”. Technical Working knowledge of hardware (desktops, laptops, mobile phones, printers, copiers and VOIP phones) General networking (TCP/IP, DNS, and WINS) MacOS and Linux/Unix experience (preferred but not necessary) Android and iOS experience (preferred but not necessary) MS Office, Adobe Products, AutoCAD, Quickbooks and WEB applications Experience performing virus removal in applications such as malware Desired Skills & Qualifications
Bachelor’s degree (in Science, Technology, Engineering or Mathematics) preferred. ITIL training preferred All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor. Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.
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Desktop Support Technician Business Unit:
SEU Department:
SG&A Reports To:
IT Manager Employment Status:
Non-Exempt, Hourly Primary Location:
Jacksonville, FL Company Profile
Congruex is a multi-national organization that specializes in broadband network construction and engineering. We support some of the largest service providers in the United States with a footprint that extends across the nation. Our turn-key design and build solutions allow our customers to deliver more data, more bandwidth, and ultimately support more devices for their end users. Our diverse self-perform capabilities allow us to deliver high quality telecommunications and utility solutions with efficiency as one combined end-to-end business. Congruex is a growing collection of subsidiary operating units. Our unified vision is to be the nation’s largest end-to-end provider of network design, engineering, construction, and maintenance for broadband operators. We are
One Congruex . Our Mission & Values
It is our mission to satisfy our customers by providing the expertise, technology, and resources necessary to build better networks. Congruex is committed to the overall health, wellness, and safety of our people. We support diversity, inclusion, and the right to live freely with mutual respect. These values are ingrained in our core values of
GRIT . At Congruex,
GRIT
is an acronym for guts, reliability, improvement, and teamwork – having the
GUTS
to do the right thing, being
RELIABLE
to deliver what we promise,
IMPROVING
ourselves every day, and embracing
TEAMWORK
together as One Congruex. Job Summary
The Service Desk Technician is responsible for providing frontline and remote technical support to end-users, addressing a mix of common and moderately complex hardware, software, and network issues with an emphasis on delivering exceptional customer service. This role will be a go-to onsite tech for executive/Sr. leadership IT support. They’ll diagnose and resolve technical problems, escalate more complex issues when necessary, and maintain clear and timely communication with end-users. Key Job Responsibilities
Respond to all user requests via emails, phone calls, customer portal, and foot traffic Create, manage, and work on all ticket requests in the JIRA IT ticket management system Resolve all level one and some level two IT related issues Escalate unresolved issues to senior IT support Coordinate and follow-up on all tickets for all levels of support Provide detailed information regarding solutions of all tickets serviced Add resolutions of recurring issues to the IT knowledge base Install, maintain, and troubleshoot all software and application related issues Install, repair, and replace all desktops, laptops, mobile devices, printers, VOIP phones, scanners, and copiers Create, deploy, and manage desktop and laptop images Provide basic networking (Connection Issues) and authentication support (Domain Login or Application Login) Coordinate the creation of all new user accounts Assist users with managing all user accounts Inventory all on-hand hardware and software Assist with special projects as deemed necessary Worksite location may vary depending on the business needs (onsite vs. remote) There may be travel between locations for onsite service. (
Required Skills & Qualifications
General High school diploma or GED equivalent. Accustomed to working in a fast paced and changing environment Deadline driven, self-motivated, and technically savvy. Excellent verbal and written communication skills. Superior time management skills. Strong attention to detail. Ability to be flexible, take direction with ease, including changes to schedule and workflow priorities. Critical thinking skills: make assessments and provide solutions to problems. Superior customer service. Dedication to providing customers “White Glove Service”. Technical Working knowledge of hardware (desktops, laptops, mobile phones, printers, copiers and VOIP phones) General networking (TCP/IP, DNS, and WINS) MacOS and Linux/Unix experience (preferred but not necessary) Android and iOS experience (preferred but not necessary) MS Office, Adobe Products, AutoCAD, Quickbooks and WEB applications Experience performing virus removal in applications such as malware Desired Skills & Qualifications
Bachelor’s degree (in Science, Technology, Engineering or Mathematics) preferred. ITIL training preferred All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor. Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.
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