• Deskside Service Technician

    Job Locations US-CO-Denver
    Job ID 2018-3727
    Type
    Regular Full-Time
  • Position Description

    Valiant Solutions is seeking a Deskside Service Technician to join our growing team in Denver, CO supporting a large Federal project. This is your opportunity to join a small but rapidly growing company that cares about its employees. Valiant Solutions was named one of the Best Places to Work by Washington Business Journal four years in a row and a Fastest Growing Private Companies in America by Inc5000 three years in a row!

     

    Salary will be based on education and experience, and all candidates must be able to favorably pass a criminal and financial background investigation.

     
    Job Description:
    Relies on experience and judgment to plan and accomplish goals, correct issues, and ensure performance against Service Level Agreements (SLAs).  Mitigate incident and problem resolution for outages and multi-user issues with the Service Desk. Support reporting and management initiatives as requested. Dispatches to assist or directly provide Deskside support to meet or exceed SLAs, including:

    • Providing exceptional service and customer support during field visits or dispatches
    • Providing desk-side support to users, including laptop / mobile equipment delivery, use-instructions and troubleshooting
    • Managing on-site installation, repair, maintenance and test tasks, sometimes using “remote hands” or “smart hands” techniques
    • Diagnosing complex errors or technical problems and determine proper solutions
    • Managing Incident and Request tickets in the enterprise service ticketing system through ticket lifecycle; conforming to SLA requirements for ticket handling
    • Operating vehicle in a safe manner and use field automation systems
    • Asset lifecycle for laptops, desktops, smartphones, etc.
    • Smart hands support for Tier 3 teams including handling servers, security devices and network equipment.

    Follows all company’s documented procedures and protocols. Cooperates with technical team and share information across the organization. Comprehends customer requirements and makes appropriate recommendations/briefings. Build positive relationships with customers.  Maintains a neat, business casual appearance suitable for working in office location. 
     
    Required Education/Skills:

    • Experience or knowledge of user-centric Windows IT support in an enterprise environment
    • Driver’s license, ability to make it into office during the day, evening, nights, weekends, after hours when needed and clean driving record
    • Ability to troubleshoot, test, repair and service technical equipment
    • English literacy
    • Ability to work flexible shifts in a 7x24 environment and to adapt to changing work schedules, provide assistance on-call as necessary
    • Proven experience supporting mobile devices and applications, Windows 7, Windows 10 and Mac OS X
    • Technical degree or certification (such as A+, N+, MCDST, MCSE, CCNA)
    • Experience supporting common VTC technologies
    • Committed to providing excellent customer support to our customers
    • Ability to work in a fast-paced SLA driven environment
    • Ability to work well in a team setting
    • Intermediate skills or better with Microsoft Office 2010 & 2013 Suite (including Word, Project, and Excel), and Adobe Acrobat
    • Experience with Active Directory, Group policies, and networking
    • Interpersonal skills including the ability to collaborate effectively, self-awareness, and excellent written and oral communications.
    • Candidate must possess a US “Public Trust” clearance, Secret (or higher) clearance, or be able to obtain a Public Trust clearance.
    • Experience supporting Mobile Technologies such as VPN, Citrix, VDI, etc.
    • Experience working with a highly mobile workforce that relies heavily on mobile devices such as Android and Apple Smart Phones, iPads, etc.

    Desired Education/Skills:

    • ITIL® Intermediate Level Certification
    • Familiar with asset management processes and procedures
    • Familiarity with environment and administrative processes
    • Windows, UNIX, and / or Linux server / system administration knowledge / experience
    • Working knowledge of VPN and Citrix for remote access
    • Working knowledge of images and imaging desktops and laptops
    • Experience with supporting Apple and Android mobile devices
    • Experience supporting both Microsoft Office Suite 201x and Microsoft Outlook 201x
    • Experience supporting and maintaining user account information including rights, security and systems groups.
    • Experience diagnosing and troubleshooting server and network issues


    This description is subject to change at any time, without notice.

     

    About Valiant Solutions:

    Valiant Solutions is a security focused IT solutions provider with both public and private sector clients nationwide.  As named one of the fastest growing privately held companies by Inc5000 and Best Places to Work in the DC area by WBJ, Valiant Solutions provides its employees with great benefits and opportunities for advancement. At the same time, we understand that our employees need the right balance between professional growth and personal life. We are looking for individuals that are passionate about the mission they support and are committed to the customers they serve. If you would enjoy working in a dynamic environment as part of a stellar team of professionals, then we invite you to apply online today. 

     

    Benefits Snapshot (includes, but not limited to):

    Valiant pays 99% of the Medical, Dental, and Vision Coverage for FTE

    Valiant contributes 25% towards Health Coverage for Family and Dependents

    100% Paid Short Term Disability and Life Insurance Policy for FTE

    100% Paid Certifications

    401K Matching up to 4%

    Paid Time On – 40 hours to pursue innovation

    Valiant University – Online Education and Training Portal

    Reimbursement for Public Transit and Parking

    FSA programs for: Medical Costs, Dependent Care, Transit, and Parking

    Referral Bonuses

     

    Equal Opportunity Employer:

    Valiant Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, sex/gender, pregnancy, religion, age, marital status, sexual orientation, military/veteran status, disability, genetic information/history or any other personal characteristic protected by law.

     

    Equal Opportunity Employer:

    Valiant Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, sex/gender, pregnancy, religion, age, marital status, sexual orientation, military/veteran status, disability, genetic information/history or any other personal characteristic protected by law.

     

    Physical Demands

    Must be able to remain in a stationary position 50% of the time and also be able to occasionally move about inside the office to access file cabinets, office machinery, etc.

    Must be able to constantly operate a computer and other office productivity machinery, such as a copy machine, and computer printer.

    Must be able to communicate, detect, converse with, discern, convey, express one self, and exchange information visually and verbally.

    Must be able to occasionally bend and lift files and papers up to 10 pounds throughout the office space for events and meetings.

     

    Authorization to Share Resume and Personal Information:

    By submitting your resume for this position, you authorize Valiant Solutions to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should Valiant Solutions or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

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