Job Type

Full-time

Description

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.

Requirements

Educational Requirements:

• Associate or bachelor's degree in engineering, computer science, or a related technology field, preferred.

Work Experience

• One (1) year of IT infrastructure technical implementation experience with direct client interaction, is required.
• 1-2 years of experience with Application Performance Monitoring (APM) tools, is required.
• At least five (5) years of IT support experience, is required.
• Experience with Exchange/Office 365 and Active Directory management, is required.
• Experience with VoIP technologies, is required.
• Experience working in an enterprise-level service desk environment with 300+ users is highly preferred, preferred.

Skills:

• Excellent communication skills.
• Strong analytical and problem-solving skills.
• Ability to work effectively in a team environment.
• Organizational skills to balance and prioritize work.
• Basic project management skills, including the ability to interpret requirements, analyze data, reason logically, exercise sound judgment, and develop effective solutions to problems.

Certifications

• Microsoft (MCITP/MCDST/MCSE/MCSA) certifications.
• ITIL certification
• CompTIA A+
• Microsoft 365 Certified: Fundamentals
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft (MCITP/MCDST/MCSE/MCSA) certifications.

The estimated base rate range for this position: $25 - $27 per hour. The actual hourly range is based on fair market value based on your geographical location, skills, role requirements, and responsibilities. This position also offers a variable bonus based on company and individual performance and employee stock options. This posted compensation is a good faith and reasonable estimate. Denovo reserves the right to adjust this range depending on the selected candidate's qualifications. Denovo provides a comprehensive benefits package that includes, but is not limited to Medical, Dental, Vision, Life and Disability insurance, FSA (Health & Dependent Care), HSA, 401(k), PTO, Paid Holidays, as well as Supplemental Benefits for Accident, Critical Illness, Identity Theft, and Legal support.

Denovo is proud to be an Equal Employment Opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees are treated fairly, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, age, or veteran status. In accordance with the Colorado Equal Pay for Equal Work Act, we ensure equitable pay practices and opportunities for advancement based on merit and qualifications, without regard to gender or any other protected characteristics. We value a respectful and supportive work environment where every individual can thrive.