Position Title: IT Service Desk Analyst
Position Location: Aurora, Colorado
Reports To: AVP, IT & Security
Salary Range: $55k – 65k
Requirements: US Naturalized Citizen
Job Summary:
We are seeking a skilled and customer-focused IT Service Desk Analyst to help provide technical support
to our internal team. The IT Service Desk Analyst will be responsible for providing technical assistance
and support related to computer systems, hardware, software, phone, email, and network-related
issues. This role will require effective communication and organizational skills and hands-on technical
expertise supporting a Microsoft365-centric enterprise utilizing ServiceNow in an ITSM/CSM
environment.
Key Responsibilities:

• Respond to requests for technical assistance via phone, email/ServiceNow ticket, or in-person.
• Diagnose and resolve technical hardware and software issues.
• Research questions and provide solutions or workarounds to end-users.
• Provide basic application support for key internal and SaaS systems.
• Escalate technical issues to appropriate team members when necessary.
• Maintain accurate records of requests, issues, and resolutions in the service desk ticketing
  system.
• Participate in ongoing training to stay current with technology and processes.
• Develop and maintain a strong understanding of the organization’s infrastructure and business
  processes.
• Provide excellent customer service to internal team members.
  Knowledge & Technical Requirements:
• Minimum of 2 years of experience providing technical support in an IT service desk
  environment.
• Proficient with basic application support for Microsoft365, Active Directory, ServiceNow, Duo,
  Confluence, Slack, Fortigate VPN, and Sharepoint
• Knowledge of Windows and Mac operating systems.
• Effective communication and interpersonal skills.
• Excellent customer service skills with a customer-focused approach.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.
• Ability to maintain confidentiality of sensitive information.
• Excellent communication skills, both written and verbal.
• Occasional travel to corporate sites is required.

Desired Qualifications:

• Comprehension and understanding of the ITIL framework for ITSM.
• Industry certifications such as A+, Microsoft, or ITIL4 Foundation
• Proficient oral and written communication skills.

If you are a highly motivated and customer-focused IT professional with experience in technical support
or IT help desk roles, we encourage you to apply for this exciting opportunity.

JOB TITLE: Site Technician

DEPARTMENT/ REPORTS TO: Site Manager / Site Director

JOB STATUS: Full Time

LOCATIONS: Aurora, CO ; Carlstadt, NJ; Richardson, TX ; Philadelphia (University City), PA ; Rancho Cordova, CA

POSITION PURPOSE AND SUMMARY:
Reporting to the Site Manager, the Site Technician will be assigned multiple tasks where they will be responsible for completion of Customer Service Requests as well as the upkeep and monitoring of Data Center Infrastructure. They will perform all installations and respond to Customer and Data Center Infrastructure alarms. They will provide high level Customer Satisfaction along with timely and accurate Order completion. They will ensure that all such work is properly scheduled, in keeping with prescribed periodicities and schedules. They will ensure that all contract work is accomplished under direct supervision. That all work performed will be done with strict adherence to 365 Data Centers Method of Procedure guidelines and standards.

PRIMARY OR ESSENTIAL FUNCTIONS OR DUTIES OF THE POSITION:

• Complete Service Order Installation and Network Circuit Troubleshooting.
• Perform installation, termination, testing and labeling of Cross Connects, including CAT5, COAX and Fiber.
• Perform Installation of Cage, Cabinets, Ladder Rack, Fiber Tray.
• Hands on Experience working with Network hardware such as Multiplexers, Routers, Switches, Patch Panels and Media Converters.
• Knowledge of common network protocols such as TCP/IP. Experience with fault isolating and troubleshooting networks including LAN and WAN.
• Operational experience with Security Systems, resource management, capacity planning, monitoring and performance.
• Proficient with Network Test Equipment.
• Perform Remote Hands services for Customers including Hardware Installation, Power Strips, Rails, Cable Management and Customer Equipment troubleshooting/reboots.
• Timely Data Center infrastructure equipment alarm acknowledgement and response.
• Report status via ticketing system, shift reports and email.
• Available during unscheduled days or shift times for emergency coverage.
• Exhibit quality workmanship for all tasks and maintain Data Center space cleanliness
• Understanding of Power, UPS, Generator, HVAC, Fire Detection/ Suppression, Local Security and Monitoring systems.
• Participate in Infrastructure MOP’s and proper execution.
• In the event of Telecommunications or Network failure this position will assist Site Manager with investigation, resolution and closure of all troubles and publish findings in the appropriate format.
• Handles the expedient resolution of all high Severity Customer Service Requests and emergency escalations.
• Maintains accurate records and document all problems including site computerized facility record databases and service order systems.
• Must be flexible to work shifts.
• Ability to work independently, adjust priorities and handle multiple projects.
• Excellent written and spoken interpersonal communication skills.
• Responsibilities and duties may change, expand, etc. Flexibility and the ability to adapt is a must.

ROLE COMPETENCIES

• Decision Making/Judgment – Recognizes problems and responds, systematically gathers information, sorts through issues, seeks input from others, makes timely decisions, uses consensus when possible, and communicates decisions to others.
• Managing Performance – Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provides guidance and assistance to improve
  performance.
• Productivity – Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good
  work procedures, manages time well, and handles information flow.

CORE COMPETENCIES

• Communication – Communicates well both verbally and in writing, creates accurate and punctual
  reports, delivers presentations, shares information and ideas with others, has good listening skills.
• Dependability – Meets commitments, works independently, accepts accountability, handles change, sets
  personal standards, stays focused under pressure, and meets attendance/punctuality requirements.
  Initiative – Tackles problems and takes independent action, seeks out new responsibilities, acts on
  opportunities, generates new ideas, practices self-development.
• Integrity/Ethics – Deals with others in a straightforward and honest manner, is accountable for actions,
  maintains confidentiality, supports company values, and conveys good news and bad.
• Teamwork – Meets all team deadlines and responsibilities, listens to others and values options, helps
  team leader to meet goals, welcomes newcomers and promotes a team atmosphere.

QUALIFICATIONS – The requirements listed below are representative of the knowledge, skill, and/or
ability required. Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.

EDUCATION and/or EXPERIENCE
3+ years hands on Telecommunications experience with extensive Cross Connect, Cage, Cabinet,
Ladder Rack Fiber Tray Circuit Installation. Knowledge of Data Center electrical power generation and
distribution, mechanical support equipment such as HVAC, Uninterruptible Power Supply (UPS), Fire
Detection and Suppression, Building Management and Security Systems. Knowledgeable and capable
with Security Access Control System and NOC monitoring Applications. Proficient with Cross Connect
Circuit Troubleshooting, Network protocols, media and Test Equipment.

KNOWLEDGE and/or ABILITY
Knowledgeable of Telecommunications Industry and Data Center Management best practices. Proficient
with all safety concerns and procedures. Good communication and Customer relation skills. Ability and
desire to learn and take on additional responsibilities.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; use hands to
finger, handle or feel objects, ability to use a keyboard, reach with hands and arms; balance; stoop, kneel,
crouch; and talk or hear.

The employee may be required to occasionally lift and/or move up to 60-75 lbs. Specific vision abilities
required by this job include close vision, distance vision, color vision, depth perception, and the ability to
adjust focus.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the function.
While performing the duties of this job, the employee regularly works in an office. The environment is
temperature controlled.

COMPUTER and SOFTWARE SKILLS

• Proficient in MS Office, Email and Monitoring System reporting tools

This job description in no way states or implies that these are the only duties to be performed by the
employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related
instructions and to perform any other job-related duties requested by any person authorized to give
instructions or assignments. A review of this position has excluded the marginal functions of the position
that are incidental to the performance of fundamental job duties. Management duties and responsibilities
are essential job functions and requirements and are subject to possible modification to reasonably
accommodate individuals with disabilities. The requirements listed in this document are the minimum
levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or
otherwise, other than an “at will” relationship.