Help Desk Support I - IITarget compensation: $55,000 - $65,000 base Compensation commensurate with skill set and experienceThis is a Colorado based role with in office expectation 2-3X week.

　　Who we are:

　　Founded in 1980, 2-10 Home Buyers Warranty (2-10 HBW) strives to improve the quality of housing and the experience of home ownership though its structural warranty offerings and Home Warranty Service Agreements. 2-10 HBW is based in Denver, Colorado, and proudly partners with thousands of the nation’s best builders, real estate agents, and service contractors to provide peace of mind for more than one million homeowners across the country.

　　Please watch our 2-minute video to see what it's like to join our team! https://www.2-10.com/careers-welcome/

　　What is the role and where can you add value?

　　The Technical Support Analyst is a great opportunity for someone with an aptitude to learn, a love of problem-solving, and a passion for technology. The Technical Support Analyst provides first level support of the day-to-day activities of 2-10 HBW employees, information technology suppliers and partners, performs system maintenance, documentation of systems and deployment of IT solutions. The technician will provide support for IT technology that will cover a wide array of competencies. Duties include but are not limited to system troubleshooting, remote access solution support, hardware and software management, and lifecycle management. Technician will be required to complete and close tickets assigned to them.

　　Core Job Responsibilities:

　　Accurate case/incident management and tracking through ticketing platform, ensuring all incidents received are properly recorded, categorized, and prioritized.

　　Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.

　　Positive phone demeanor and proven ability to interact effectively with customers and colleagues

　　Work collaboratively with peers to provide quick response, diagnosis, and first level resolution of user issues

　　Delivers consistent, reliable service. Ensure employees’ needs are being met for every request/incident that is processed

　　Support virtual workstations for employees with VMware Horizon Client

　　Support laptops and desktop for employees with Microsoft Windows 10 operating system, Microsoft Exchange, Active Directory, and Microsoft 365

　　Trains and orients employees on the use of hardware and software

　　Coordinating with vendors to resolve technical problems with software and hardware

　　Assistance with administration and enforcement of security policies

　　Participate in the on-call rotation

　　In addition to the main responsibilities listed above, the manager may use discretion to add further duties and tasks based on the business needs which are not explicitly listed above.

　　What skills and experience should you bring to this role?

　　Troubleshooting skills and ability to explain technical concepts simply

　　Knowledge of mobile devices such as iPhones and Android

　　Ability to quickly learn new technologies and new products

　　Ability to multitask and work under time pressure while performing a variety of detailed tasks

　　Proficient computer skills in Microsoft Windows OS’s, Office 365 Apps (Outlook, Excel, etc.)

　　Familiarity with ITIL practices

　　Process driven with high attention to detail and excellent follow through skills

　　Associate Degree or technical school, or equivalent combination of education and/or experience.

　　Microsoft and CompTIA certifications

　　Experience working in a Help Desk, Technical Support, Service Desk role

　　Here is what you can expect when you join our team:

　　A team first environment focused on our core Values of: “Do the Right Thing, Grow Profitably, Pursue Excellence and Value People”

　　A comprehensive benefits package designed to increase your health, your financial well-being and your future which includes: medical, dental, vision and life insurance, a health savings and flexible spending accounts, disability insurance, an employee assistance program, 401k match plan and generous paid time off plans

　　2-10 Home Buyers Warranty is an Equal Opportunity Employer

　　All POSITIONS REQUIRE A PRE-EMPLOYMENT CRIMINAL BACKGROUND CHECK