Help Desk Support II / Remote ( Denver, CO), 10+ Months Contract

Job title: Help Desk Support II / Remote ( Denver, CO), 10+ Months Contract in Denver, CO at Suncap Technology

Company: Suncap Technology

Job description: Job DescriptionRemote, Location is no preference

• Perform Tier I level (first contact: emails, first ticket response, answering calls, etc.) of end user support regarding system issues and tracking to resolution and determining root cause analysis.


• Provide daily help desk services (password reset, application entry, routine service tasks) regarding the support of projectwise/adobe systems for user operations.


• Perform daily user management monitoring and maintenance activities.


• Take ownership of issues and requests that come in through by triaging, prioritizing, and assigning tasks to ensure timely resolution and escalate depending on need by coordinating/communicating with Client and/or document administrator.


• Assist system users who do not understand how to obtain access to supported systems.


• Research user questions and issues to effectively prioritize and escalate as required.


• Troubleshoot system issues and workflow requirements of complex application systems.


• Assist in the recommended user system access modifications to meet the needs of end users.


• Investigate system problems to determine cause (i.e., hardware, software, user error, lack of training, need for clarity in program guidance, etc.) and use reasoning to resolve issues with provided guidance.


• Select the most appropriate plan of action to resolve end user needs.


• Provide outstanding customer service and problem solving skills.


• Effectively interact with technical and non-technical staff at all organizational levels.


• Demonstrate ability to work successfully with a diverse group of customers.


• Understand business functions related to the supported applications.


• Maintain a current knowledge of relevant technologies as assigned.


• Assist in the creation/deletion of document management system users that need access to role based projects.


• Assist with associated system role based access.


• Ensure user access protocols are adhered to and the user has access to appropriate systems.

Expected salary:

Location: Denver, CO

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