About Denovo

Denovo is an industry-leading provider of ERP application management and consulting services. At Denovo, we prioritize a customer-first approach. We collaborate with every customer to create a customized cloud roadmap, be a best-of-breed Managed Services Provider focusing on seamlessly integrating ERP application management with cloud infrastructure management to deliver a unified, proactive, and high-value service and migration experience. Denovo is a strategic partner to customers, advising on ERP upgrades, cloud migrations, and digital transformation strategies. The goal is to continuously deliver business value and support customers in achieving their operational goals. Denovo's solutions are designed to manage and improve customers' business operations, reduce risk, and provide zero delay with our proactive and strategic service.

Job Summary:

The IT Technician will provide essential technical support to both internal associates and clients, addressing inquiries received via telephone, email, and web portal. This role is crucial for ensuring smooth computer operations, enabling end users to efficiently complete organizational tasks.

Key responsibilities include:

• Receiving, prioritizing, documenting, and actively resolving end-user help requests.
• Configuring and supporting laptop computers.
• Provisioning and managing user accounts across multiple systems.

The IT Technician will use problem-solving and probing skills to handle issues, escalating unresolved problems to senior team members as needed. The ideal candidate is a self-starter who can manage multiple tasks simultaneously, take ownership of deliverables from start to finish, and effectively prioritize workload. They must thrive in a dynamic environment, work well under pressure to meet tight deadlines and maintain a strong customer service attitude throughout.

Job Duties:

• Support Request Management: Efficiently obtain information from end-users, register support requests, and resolve as many as possible within access rights and time constraints. Maintain accurate help desk records using the ticketing system and follow up with customers to ensure issue resolution.
• Technical Assistance: Provide technical support for computer systems, software, and hardware both in person and remotely. Troubleshoot networks, systems, MACs, PCs, laptops, phones, office equipment, and applications to identify and correct malfunctions.
• System Maintenance: Perform system patching and backups in a multi-customer environment. Install, modify, and repair computer hardware and software. Monitor licensing utilization and hardware inventory.
• Incident Management: Monitor the progress of production events on-site, proactively solve issues, and escalate complex resolutions to appropriate team members. Facilitate major incident management for all critical incidents.
• Process Improvement: Identify deficiencies in processes and recommend changes to improve efficiency.
• User Account Management: Create and manage new user accounts across several systems.
• Continuous Learning: Maintain existing certifications and obtain new ones as directed by management. Participate in continuous education opportunities.
• Additional Responsibilities: Test pending software updates and perform other duties as assigned.