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Service Desk Technician

LMI Government Consulting (Logistics Management In

Colorado Springs, CO

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JOB DETAILS
SKILLS
Analysis Skills, Android, Audiovisual, Best Practices, Broadband, CompTIA Security+, Computer Hardware, Computer Security, Computer Software, Computer Systems, Continuous Improvement, Cost Control, Customer Relations, Customer Satisfaction, Customer Support/Service, Desktop PC, Detail Oriented, Documentation, Establish Priorities, Hardware Administration, Hardware Repair, Help Desk, ISO (International Organization for Standardization), IT Service Management (ITSM), Identify Issues, Information Technology & Information Systems, Internet Security, Internet/Online Service, Interpersonal Skills, Knowledge Base, Linux Operating System, Mac Operating System, Maintenance Services, Microsoft Product Family, Microsoft Windows Operating System, Network Connectivity, Operating Systems, Organizational Skills, Peripheral Hardware, Problem Solving Skills, QoS (Quality of Service), Root Cause Analysis, Security Attacks, Security Clearance, Service Level Agreement (SLA), ServiceNow, Software Administration, Technical Support, Technical Writing, Time Management, User Interface/Experience (UI/UX), Willing to Travel, iOS
LOCATION
Colorado Springs, CO
POSTED
Today
Overview

LMI is seeking an IT Service Desk Technician to support our Colorado Springs, CO office. This role is responsible for identifying, isolating, and resolving hardware, software, and AV technology tickets for LMI staff and clients. This person coordinates referrals with appropriate technical, professional, and service personnel for follow-ups, training, repairs, and other services. The ideal candidate is expected to be on-site, Monday through Friday, 8:00AM to 5:00PM mountain time.

Responsibilities

Tasks & Technologies

  • Maintain, analyze, troubleshoot, and repair LMI computer systems, hardware, software, computer peripherals, and end-user devices.
  • Provide support in areas of account creation, maintenance, and removal, standard desktop applications, and corporate applications.
  • Provide real-time support of AV equipment and teleconference software during and prior to meetings/conferences as needed.
  • Support systems, users, and applications in a geographically dispersed workforce.
  • Maintain a sufficient IT home environment (high-speed internet service) and provide remote support from home as needed,
  • Connect personal smart phone to LMI's MDM to have access to LMI resources on that device.

Documentation & Communication

  • Using the IT Service Management (ITSM) system, log and track all incoming IT related tickets from help desk calls, walk-ins, and self-service queue.
  • Ensure all actions are professionally and thoroughly documented per ISO 20000-1:2018 standards within the ticketing system (ServiceNow) and communicated to end-users.
  • Contribute to continuous improvement and enhance the quality of service by reducing costs, improving ticket processing, and sharing solutions which may improve user experience or workflows with the team and the management chain.
  • Create, update, and maintain knowledge base articles that are part of ServiceNow.

Policies & Procedures

  • During initial contact with user, attempt to isolate and resolve the problem.
  • Conduct triage and troubleshooting of incoming issues with other support tiers as needed to identify root cause and resolution.
  • Ensure tickets are addressed within applicable SLA timelines and in alignment with best practices.
  • Escalate tickets needing tier 3 assistance to the appropriate workgroup.
  • Coordinate referrals for appropriate technical repairs, training, and resolution follow-up.

Time & Travel

  • Perform support duties during occasional weekend and off-hour times as needed.
  • Travel as needed.

Qualifications

Experience

  • 3+ years of help desk experience.
  • Experience using ticket management software (ServiceNow highly preferred).
  • Experience supporting computing hardware, software applications, operating systems, and network connectivity.
  • Experience working within a secure space
  • Prefer Security+ or equivalent certification
  • Experience with MacOS, Microsoft Windows 10 & 11, Microsoft 365, Android, and iOS preferred. Linux appreciated but not required.
  • Degree in a technical field preferred.
  • Audio/Visual acumen.

Necessary Traits

  • Ability to explain and document technical information clearly to non-technical users.
  • Ability to be patient, empathetic, and customer-focused to improve end-user satisfaction.
  • Ability to prioritize tasks and manage time effectively to handle multiple issues simultaneously.
  • Understanding of basic cybersecurity practices to help users avoid common security threats.
  • Demonstrated analytical and problem-solving abilities, as well as attention to detail.
  • Must possess strong interpersonal and information-gathering skills.
  • Demonstrate confidence and resilience to make ethical decisions and advocate for best practices, ensuring alignment with organizational values and goals.
  • Strong organizational skills.
  • Possess excellent customer service skills.
  • Ability to obtain a high level security clearance.

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LMI is an Equal Opportunity Employer. LMI is committed to the fair treatment of all and to our policy of providing applicants and employees with equal employment opportunities. LMI recruits, hires, trains, and promotes people without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, disability, age, protected veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local law. If you are a person with a disability needing assistance with the application process, please contact
Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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About the Company

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LMI Government Consulting (Logistics Management In

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