IT Help Desk Support

Brundage Bone Concrete Pumping is hiring an IT Help Desk Support professional to support end-users across the organization from an onsite location in Thornton, CO. In this full-time role, you will serve as the first point of contact for day-to-day technology issues, helping users get back to work through timely troubleshooting and clear communication.

As part of the IT team, you will handle support requests related to hardware, software, and network connectivity, document each interaction, and coordinate with higher-level IT resources when problems require additional expertise.

Role focus

• Provide technical assistance to end-users for IT issues involving desktops, laptops, printers, peripherals, cellular devices, and other common tools.
• Address hardware, software, and connectivity concerns, including access to shared resources.
• Act as the primary point of contact for help desk requests and support inquiries.

Responsibilities

• Respond to incoming support requests from end-users via phone, email, or a ticketing system in a prompt and professional manner.
• Troubleshoot and diagnose hardware and software issues, including end-user devices and cellular devices.
• Provide guidance on software applications, operating systems, and standard office productivity tools.
• Resolve basic network connectivity issues and help users access shared resources.
• Perform first-level problem resolution and escalate unresolved issues to higher-level IT support teams or specialists.
• Follow up with users after resolution and provide additional assistance when needed.
• Maintain a comprehensive knowledge base of common issues and resolutions for quick reference.
• Assist with user account creation, modification, and access control, ensuring adherence to security policies.
• Reset passwords and unlock accounts as needed, including verifying user identities to maintain data security.
• Support software installations, updates, and patches for end-user devices.
• Ensure systems remain up to date with the latest security and software updates.
• Document all support activities, including issue details, resolution steps, and communication with end-users.
• Generate regular help desk reports such as ticket volume, response times, and issue trends.
• Conduct basic training sessions to educate end-users on IT best practices, common issues, and self-help resources.
• Communicate IT announcements and updates clearly and concisely to end-users.

Requirements

• High school diploma or equivalent (some positions may require an associate's or bachelor's degree in a relevant field).
• 1+ years of experience providing technical support or customer service, preferably in an IT help desk environment.
• Strong knowledge of computer hardware, software applications, cellular devices, and operating systems including Windows, macOS, and Linux, plus office productivity tools.
• Familiarity with network troubleshooting, including TCP/IP, DNS, and DHCP.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving and critical-thinking abilities to diagnose and resolve technical issues efficiently.
• Ability to manage multiple tasks and work under pressure in a fast-paced environment.
• Patience, empathy, and a customer-centric approach to IT support.

Technologies

• Windows
• macOS
• Linux
• TCP/IP
• DNS
• DHCP

Compensation and schedule

• Job type: Full-time
• Location: In person (Thornton, CO)
• Salary: USD 72,800 per yearly (starting at $72,800 depending on experience)

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance