IT SUPPORT ENGINEER

Title

IT Support Engineer

Division Belmar Pharma Solutions Category Information Technology Description

Role and Responsibilities

We are seeking a skilled IT Engineer to join our growing team. The ideal candidate will be responsible for providing technical assistance and support related to computer systems, hardware, software, and networking.

This role involves setting up workstations, onboarding new employees, managing tickets in Jira Help Desk, and maintaining familiarity with Microsoft 0365 suite.

Responsibilities include :

• Maintain Systems and Prevent Issues
• Utilize technical expertise to troubleshoot desktop computers running multiple operating systems and applications, resolving software and hardware-related issues.
• Recognize warning signs that indicate potential problems and proactively address them to prevent disruptions.
• Customer Delivery
• Demonstrate excellent customer service skills when interacting with employees and coworkers, ensuring a positive and professional experience.
• Utilize strong oral and written communication skills to gather information from employees, create useful support logs, and explain technical concepts in a clear and understandable manner.
• Responsive to after-hours support needs of the business, helping push out major changes outside of core business hours to reduce production impact.
• Manage Tickets in Jira Help Desk :
• Receive, prioritize, and resolve IT support tickets promptly and efficiently.
• Maintain accurate records of all helpdesk interactions, including resolutions and follow-up actions, in Jira Help Desk.
• Collaborate with other IT team members to escalate and resolve complex technical issues.
• Setup Workstations and Onboard New Employees :
• Manages assignment and maintenance of desktop computers, laptops, printers, phone systems, and other computer related peripherals.
• Configure and deploy workstations, including hardware and software installations.
• Ensure workstations are set up according to company standards and user requirements.
• Provide technical support and guidance to new employees during the onboarding process.
• Assist with IT Projects :
• Collaborate with IT teams on projects related to system upgrades, migrations, and implementations.
• Participate in testing and deployment of new hardware devices, including phone systems and printers.
• Provide feedback and suggestions for improving IT processes and workflows.
• Maintain Documentation :
• Document and maintain standard operating procedures (SOPs) for common IT tasks and troubleshooting steps.
• Update knowledge base articles and user guides to facilitate self-service support for employees.
• Create and maintain an inventory of hardware, software licenses, and IT assets.
• Support Remote Workforce :
• Assist remote employees with setup and troubleshooting of VPN connections, remote desktop access, and collaboration tools.
• Provide guidance on secure remote work practices and ensure remote access solutions are functioning smoothly.
• Travel between Lakewood and Golden; This is an on-site support role that maintains our 4 locations clustered in Lakewood / Golden
• Performs other duties as assigned.

Position Requirements

Qualifications and Education Requirements

• Proven experience as an IT Helpdesk Support Specialist or similar role with 3+ years of experience
• Proficiency in setting up and configuring workstations, laptops, and peripherals.
• Experience with managing tickets in Jira Help Desk or similar ticketing systems.
• Strong troubleshooting skills and ability to diagnose and resolve technical issues.
• Prior experience working within the Microsoft ecosystem, including Azure, Exchange, Office365, Active Directory, SharePoint, and Teams.
• Familiarity with Microsoft 0365 suite and related business applications
• Core understanding of network principles : VPN, TCP / IP, LDAP, LAN / MAN / WAN configurations, Firewall Technologies (Fortinet, ASA), DHCP / DNS, IPSEC VPNs (site-to-site, client-to-site), Cisco IDS / IPS, Layer 2 / 3 Protocols (TCP / IP, UDP, BGP, OSPF, GLBP, etc.

Redundant Layer 2 / 3 Infrastructure

• Knowledge of DNS and VoIP systems
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified : Modern Desktop Administrator Associate) are a plus.
• Must have excellent analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
• Ability to lift up to 70 lbs.
• Excellent verbal and written communication skills.
• Excellent organization and multitasking skills
• Proficient in Microsoft Office software, email, internet,
• Excellent interpersonal skills and the ability to lead others and build strong relationships.

Full-Time / Part-Time Full-Time Shift -not applicable- City State CO Pay Range Starting at : $65,000.00 Position IT Engineer Exempt / Non-Exempt Non-Exempt Open Date 5 / 23 / 2024 EOE Statement We are an equal employment opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.