Technical Support Specialist II

As a member of the company’s Corporate Operations Information Technology team, the Technical Support Specialist II provides a broad range of support for associated teams and end users. A primary role for the Technical Support Specialist is to provide Tier 1 and 2 IT support out of the corporate headquarters for end users. This includes local and remote support for computer, printer, phone systems, and basic support for enterprise IT end user needs.

Concurrently, the technical support team aides projects driven by compliance, information security, systems administration, and network support as required. Duties: Team and customer service orientation focus while working well as part of a group. Work in a fast-paced and dynamic environment as a member of IT team to provide day to day support, request fulfillment, incident response, documentation, and follow-up. User creation, modification, termination to include updating Active Directory, distribution lists, user groups, etc. Respond to inquiries and requests for assistance with the entire organization's computer systems, phone systems and applications Assist internal customers who are experiencing operational, hardware, application or network connectivity problems with their computer and phone systems Answer, evaluate, and prioritize incoming phone, ticket, and email requests for technical assistance, escalating more complex problems to next level of technical staff. Log and track support using ticketing, maintain history record, documentation, and follow-up. Use excellent verbal and written communication skills to explain complex ideas and systems to non-technical users Coordinates with other IT areas to resolve problems if necessary and provides assistance when required Setup new computer and phone equipment for users and provide new hire training Create and maintain system documentation and end user training materials Implement new computer hardware and software technologies Enhance documentation and automate business processes and technologies to improve end-user support and manage or reduce costs Teach and assist other members of team as needed on tools, processes, etc. Assist compliance, information security, systems, and network teams on tasks, changes, projects or other duties as assigned by Manager – Technical Support Requirements Knowledge, Skills & Abilities: Must be able to work during normal business hours Ability to thrive in a hybrid work environment and work in downtown Denver office two days per week at minimum Ability to work in a fast paced, dynamic, and high achievement environment with a strong work ethic Grace under pressure and a sense of urgency that puts the customer first. A professional individual with communication and customer service skills, suitable for a corporate headquarters environment with senior executives. Strong team orientation, the ability to follow predefined support processes, and the initiative and skill to take tasks to completion successfully. Ability to work independently with minimal supervision Ability to periodically re-prioritize tasks as new requests come in or existing tasks get updated Good troubleshooting skills and willingness to take on all computer related problems in order to meet all company objectives Ability to provide training, knowledge transfer, and self-help for end users while also assisting them fix problems Some understanding of networking topologies, security, Ethernet, TCP/IP, DNS, VPN technologies and remote and wireless communication Some understanding of Microsoft Windows server Knowledge of software management tools (Desktop Central, inTune, SCCM) Installation and configuration of all Windows desktop and server operating systems Understanding of Active Directory and Group Policy and the ability to manage user accounts and utilize tools (ManageEngine, ADManager, DesktopCentral, etc.) Education and Experience: 3+ years of IT experience 2+ years desktop support Some Systems or Network experience a plus Certification in MCP, ITIL, A+ or Security+ a plus College degree or trade school a plus 3+ years’ experience with desktops, laptops, printers, and similar hardware technologies 3+ years’ experience with the Microsoft products (e.g. Windows 10, Office Suite / O365, etc. ) 3+ years’ experience with ticketing systems and web-based tools Some experience with full disk encryption technologies 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 occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 50 pounds. Compensation: Compensation for this role includes a base salary between $25 and $30 per hour. This role is also eligible for an annual bonus and equity, based upon individual and company performance. This posting is expected to be open for applications through April 12, 2024 Benefits Not only does CoreSite have a fun, team-focused work environment, but we also offer great benefits to all employees regularly scheduled to work more than 20 hours a week! First-day medical insurance through Cigna with generous premium cost coverage Dental insurance through Delta Dental Vision insurance through VSP Telemedicine through MDLive for Cigna Healthcare and dependent care flexible spending account (FSA) plans Health saving account (HSA) plans for employees participating in the High Deductible Health Plan Life, AD&D, short-term disability, and long-term disability insurance fully paid by the company Voluntary coverage benefits for supplemental life, critical illness, accident, and hospital insurance First-day eligibility for 401(k) savings plan through Fidelity, which includes an attractive matching company contribution Discretionary annual bonus and equity incentive plan Employee stock purchase plan (ESPP) with a 15 percent discount 16 days of paid time off (PTO) 11 paid company holidays and additional floating holidays School visitation and elder care paid time off Parental leave, adoption and surrogacy benefits, and family planning/fertility support Wellness reimbursement program & wellness incentive program Free parking or a company contribution toward a public transit pass Education reimbursement and student loan debt assistance program Employee assistance program, childcare resources, personal finance management support, and student loan debt assistance program Pet insurance Charitable matching program Applicant Privacy Notice: CoreSite is committed to protecting the privacy and security of personal information submitted by applicants.

The California Consumer Privacy Act (CCPA) requires us to provide you information about our personal information handling practices. As a result, we’re providing this Privacy Notice that describes how we collect, use, share, and update personal information from individuals who wish to be considered for employment with CoreSite. To read the Applicant Privacy Notice, please go to https://www.coresite.com/applicant-privacy-notice.