Senior IT Support Specialist

Intermountain Electric Inc • Aurora District, CO

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About The Position

Intermountain Electric Inc. (IME) is seeking an IT Sr. Support Specialist to join their growing team!
Do you have the desire, skills, and proven strategy to be part of a winning team?
Do you love the challenge of finding unique solutions for complex projects?
Does the idea of growth and expansion motivate you?
Are you a team player who is ready to take on the responsibility of a prime role in a growing company?
Then come join us at IME’s Headquarters in beautiful Denver, Colorado – one of the most sought-after locations in the U.S. The beautiful mountains, skiing, hiking, and adventure are only part of Colorado’s allure. It is also home to many craft breweries, award-winning restaurants, a cultural downtown scene, and annual events and festivals.
The IT Sr. Support Specialist will be responsible for providing technical assistance, troubleshooting, and support to employees. You will be the first point of contact for our employees providing support related to computer systems, hardware, and software. This IT Support Specialist will also play a crucial role in IT onboarding for new hires at IME.

Requirements

• Advanced technical skills with Windows Operating Systems and Microsoft Office 365
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills with the ability to independently diagnose and resolve escalated technical issues
• Ability to work collaboratively in a team-oriented environment
• Working knowledge of office automation products and computer peripherals such as printers and scanners
• Including ticket prioritization and workflow best practices.
• Associate or Bachelor’s degree in Computer Science, Information Technology or a combination of relevant education and experience
• 4+ years of previous help desk or technical support experience, preferred

Nice To Haves

• Proficiency providing remote support via phone and remote-control applications, preferred
• Experience mentoring or providing guidance to IT support team members, preferred.

Responsibilities

• Hands-On Technical Support: Respond directly to helpdesk tickets alongside the team, ensuring timely resolution. Troubleshoot and resolve hardware, software, and network-related issues for end users. Install, configure, and maintain workstations, laptops, mobile devices, and peripherals. Administer user accounts, access permissions, and security groups in InTune and Microsoft Entra ID and Microsoft 365. Provide remote and in-person support for staff across multiple locations.
• Service Desk Operations: Monitor and help manage the ticketing system to prioritize issues, assign tasks, and improve resolution times. Track and report KPIs including first-response time, resolution rate, and customer satisfaction. Document support processes and solutions to expand upon the existing knowledge base for the team and end users.
• Technology & Process Improvement: Partner with business units to understand recurring issues and proactively implement solutions. Evaluate and recommend tools, systems, or automation that enhance support operations. Contribute to IT security awareness and compliance initiatives by ensuring proper practices at the support level.
• Problem Solving: Diagnose and resolve technical problems, including network connectivity, printer issues, software functionality, and other IT-related challenges. Perform vulnerability management on affected systems.
• Department Contributions: Assist with IT budgeting and resource planning for supporting operations. Provide reporting and analysis to leadership on trends, recurring problems, and user satisfaction. Contribute to IT security awareness and compliance initiatives by ensuring proper practices at the support level .
• IT Orientation: Provide support to new IME employees by responding to new user ticket requests and meeting with new employees on their first day to guide them through equipment setup .
• Escalation: Escalate unresolved issues to the appropriate IT personnel or support teams when necessary, ensuring timely resolution.
• Training: Provide basic training and guidance to end users on the use of software and hardware systems.
• Additional duties as assigned.

Benefits

• IME provides an industry-leading comprehensive benefits package.
• Full-time employees are eligible to choose from a variety of healthcare coverage options, which become effective the first of the month after hiring.
• In addition, employees are offered a substantial amount of PTO and are immediately eligible to make contributions to a generously matched and fully vested 401k.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree