Introduction to Excelraise, LLC and the Role
Excelraise, LLC, a leading full-service IT solutions integrator and talent management company, is seeking a highly skilled and experienced Service Desk Technician II to join our team. As a rapidly growing company headquartered in Denver, CO, we pride ourselves on delivering exceptional IT solutions to our valued clients, including Fortune 500 companies and government agencies. This 100% remote position offers the flexibility and autonomy to work from anywhere, providing you with the perfect opportunity to balance your professional and personal life.
Job Overview
The Service Desk Technician II role is a critical component of our client's IT infrastructure, serving as the primary point of contact for customer-submitted incidents and service requests. As a Service Desk Technician II, you will provide advanced technical support, consultation, and instruction to users of various hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other information technology-based systems. Your expertise will be leveraged to resolve complex technical issues, promote positive customer relationships, and ensure seamless IT operations.
Key Responsibilities
- Provide advanced technical support via phone, email, and tickets, working under the general supervision of the Service Desk management team.
- Research and analyze issues/problems, soliciting relevant information from users to describe non-routine problems and resolving or escalating them to the next level.
- Utilize excellent customer service and interpersonal skills to establish proactive relationships with customers and provide training as needed.
- Work collaboratively with the Service Desk team to ensure timely and effective resolution of customer incidents and service requests.
- Stay up-to-date with the latest technologies, trends, and best practices in IT, applying this knowledge to continuously improve the quality of service and support provided to customers.
Essential Qualifications
To be successful in this role, you will need to possess a combination of technical expertise, customer service skills, and experience working in a fast-paced IT environment. The following qualifications are essential:
- High School Diploma or equivalent required.
- At least 2 years of experience working in a Service Desk or technical support role, with a focus on providing advanced technical support and customer service.
- Excellent customer service and interpersonal skills, with the ability to communicate effectively with diverse stakeholders.
- Enhanced computer literacy, with experience working with various hardware, software, and operating systems.
- Experience working with ServiceNow and/or Nice CX One technology, with a strong understanding of IT service management principles and practices.
Preferred Qualifications
While not essential, the following qualifications are highly desirable:
- HDI Support Center Analyst, ITILv3 Foundation, and A+ certification.
- Advanced troubleshooting skills with Microsoft Office/Windows 10, with experience working with subject matter areas including voice, desktop, mainframe, and/or M365.
- Experience working in a 24/7/365 environment, with the ability to work weekends and holidays as needed.
Skills and Competencies
To excel in this role, you will need to possess a unique blend of technical, business, and interpersonal skills, including:
- Advanced technical skills, with the ability to troubleshoot and resolve complex technical issues.
- Excellent communication and customer service skills, with the ability to communicate effectively with diverse stakeholders.
- Strong analytical and problem-solving skills, with the ability to analyze complex issues and develop creative solutions.
- Ability to work independently and as part of a team, with a strong focus on collaboration and teamwork.
Career Growth Opportunities and Learning Benefits
At Excelraise, LLC, we are committed to the growth and development of our employees. As a Service Desk Technician II, you will have access to a range of career growth opportunities and learning benefits, including:
- Ongoing training and professional development, with a focus on the latest technologies and trends in IT.
- Opportunities for career advancement, with a clear path for progression to more senior roles.
- A collaborative and supportive work environment, with a strong focus on teamwork and knowledge sharing.
Work Environment and Company Culture
At Excelraise, LLC, we pride ourselves on our positive and inclusive company culture. As a remote employee, you will be part of a dynamic and distributed team, with opportunities to collaborate and engage with colleagues from diverse backgrounds and locations. Our company culture is built on a foundation of:
- Respect and inclusivity, with a strong focus on diversity and equal opportunities.
- Collaboration and teamwork, with a emphasis on knowledge sharing and mutual support.
- Innovation and creativity, with a focus on continuous learning and improvement.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, with a range of perks and benefits designed to support your well-being and career growth. These include:
- A reliable and steady income, with a competitive hourly rate.
- Opportunities for career advancement and professional growth.
- A collaborative and supportive work environment, with a strong focus on teamwork and knowledge sharing.
Conclusion
If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Service Desk Technician II, you will play a critical role in delivering exceptional IT support and services to our clients, while also contributing to the growth and success of our company. With a competitive salary, opportunities for career growth, and a positive and inclusive company culture, this is an opportunity not to be missed. Apply now to join our team and take the first step towards an exciting and rewarding career in IT.
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