Help Desk Technician

Location US-CO-Centennial
ID 2023-1443
Category
Help Desk
Position Type
Regular Full-Time
Remote
No

Overview

Congratulations on exploring your career opportunities with FAST and taking the first step to becoming a FASTie! A FASTie? Yes, a FASTie.  

 

FAST-ie \’faeste\ noun  

 

1. an energetic, intelligent, enthusiastic person who works at Fast Enterprises. 2. a person dedicated to modernizing government technology to better serve the general public. 3. someone who is open to adventure and wants to experience new places around the world. 4. someone who enjoys collaboration with clients and camaraderie with teammates while solving business and technology problems.  

 

If the description below speaks to you, take 5 minutes (seriously, only 5 minutes) to apply! 

 

FAST Introduction

Fast Enterprises is a provider of essential software and services for citizens and government. In 1998, we changed the way government revenue agencies support their business with the introduction of GenTax®. We have expanded beyond Tax and now also perform implementations for Motor Vehicle, Driver License, Unemployment Insurance, and Child Support Engagement agencies.

Your FAST career has a meaningful and lasting social impact

Responsibilities

The Help Desk Technician will work on a small team of 3-5 people who are responsible for providing corporate technical assistance and playing a supporting role in the team responsible for client batch process monitoring.  The corporate help desk technical activities include deploying/managing user workstations, general office technical issue troubleshooting, performing account maintenance, equipment procurement/assignment, and various other corporate support tasks at our Headquarters in Centennial, CO.  The client monitoring tasks include monitoring uptime, job stream and resolving any immediate issues when capable, and escalating critical or complex issues to clients when required.  

Work Schedule: 

  • Monday through Friday 8am to 5pm

Work Location: 

  • Centennial, CO 
  • Some Work From Home (WFH) currently allowed based on corporate policy as workload permits it. 

Responsibilities will include: 

  • Respond to and resolve incoming technical support inquiries via phone, email, or chat in a timely and professional manner
  • Provide exceptional customer service while assisting end-users with technical issues and questions
  • Troubleshoot hardware and software problems, identifying root causes and implementing solutions
  • Log and track support interactions using a Help Desk ticketing system, and record accurate documentation, and follow-up on open tickets
  • Install, configure, and update software applications/operating systems
  • Privileged Access Management (PAM) administration
  • Office 365 administration and license assignment
  • Antivirus system monitoring and administration
  • Virtual Desktop infrastructure (VDI) support
  • Assist in user account management, password resets, and access permissions
  • Educate end-users on technology best practices and self-help resources
  • Maintain and update internal help desk documentation
  • Monitor and maintain IT inventory
  • Assist with facility management for things like training room preparation and conference room equipment
  • Stay up to date with the latest technology trends and industry developments to enhance support skills and knowledge 
  • Provide monitoring of system health and batch processes with troubleshooting and escalation when necessary
  • Escalate complex issues to appropriate IT teams or higher-level support when necessary

 

Starting Salary Range: $50,000-$60,000 Annually 

Qualifications

  • Employment Qualifications: 

    • Two years of Help Desk Support
    • Data center or computer operations experience (preferred, but not required)
    • Knowledge of computer hardware, software, and operating systems
    • Experience troubleshooting and resolving technical issues
    • Familiarity with Help Desk ticketing systems and customer support software
    • Ability to provide courteous and efficient customer service
    • Excellent communication skills, both written and verbal
    • Strong problem-solving and technical abilities
    • Basic knowledge of IT security and data privacy principles
    • Ability to work independently and as part of a small team 
    • Time management skills and ability to prioritize tasks effectively
    • Willingness to continuously learn and stay updated on technology changes
    • Ability to lift 50lbs
    • Account provisioning at multiple government agencies is required which can include filling out paperwork and providing
    1. Tax filing history over the past five years
    2. Background checks
    3. Fingerprinting 

FAST Benefits

  • Throughout your career, you will be rewarded through our merit-based pay structure, 401(k) matching program, and annual bonus account.
  • Our exceptional benefits package includes coverage for FASTies and their families. Health, dental, and vision insurance are 100% employer-paid, providing the peace of mind of top coverage without financial burden.
  • Every four years, you will be eligible for our sabbatical program, known as the FAST Pause. This program provides you with a month of paid leave to pursue your passions and recharge in any way you would like.
  • We provide paid parental leave.
  • We provide paid holidays, as well as vacation and sick time.
  • Our gift matching program matches annual volunteer hours or monetary donations.
  • Team-building activities are offered throughout the year.
  • Make a difference by driving meaningful and positive change in government agencies.

 

Want More Information?

 

FAST is an equal opportunity employer. 
Voluntary Self-Identification Information is requested for U.S. applicants during the application process.  
Salary to be determined by the education, experience, knowledge, skills, abilities, and location of the applicant.

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