Desktop Support Technician at StickerGiant

| Greater Boulder Area
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Desktop Support Technician

StickerGiant provides high quality stickers and labels, fast turnaround and excellent customer service to our customers.  Our humble mission is to help people tell their story. Our customers count on us for continuous high-quality products, services and speed.  We value employees who are fully committed to StickerGiant, competent and accountable to their team and bring their best every day. We run our company using Open Book Management practices which allows our employees to see, experience, and take ownership of our shared success together. 

The Desktop Support Technician plays a vital role by providing key support and immediate response to all Giants (AKA employees).  You can gracefully handle both urgent and routine desktop support needs (such as new hire workstation setup) desktop support and troubleshooting.  You enjoy digging into problems, troubleshooting the issue until it is resolved. You get involved in department technology projects such as desktop systems upgrades, support for software updates and continuous improvement initiatives.  You have a big heart, a passion for service to others, and the smarts to solve big problems.  

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Provide support for all end user hardware and software; install, upgrade, maintain software/hardware on a consistent basis

  • Manage the support request work queue, triaging requests as they are submitted by users, prioritizing the order in which requests will be addressed based on business and user impact, assigning requests to other IT team members as needed for resolution, and documenting the resolution of each request

  • Build and deploy Apple desktop and laptop computers used by Giants and machines on the factory floor

  • Perform other activities including monitoring end user backups, imaging, patch implementation, incident resolution, account maintenance, password resets, operating system upgrades and data migrations

  • Conduct troubleshooting of hardware, software and network issues within the IT systems environment

  • Complete audio and video setups for public programs and meetings

  • Develop and/or maintain step-by-step procedural documentation to ensure consistency in support service delivery

  • Conduct IT orientation sessions for all new Giants and current Giants during hardware/software upgrades

  • Track hardware/software inventory

  • Support the planning and implementation of system upgrades

  • Regularly discover and gather information about new systems and tools

  • Offer other assistance in IT areas as needed

EDUCATION AND FORMAL TRAINING

  • Bachelor’s degree in Information Technology, Computer Science, Engineering or related field

  • 3+ years experience in desktop support for operating systems, applications installation, software troubleshooting 

  • Appropriate certification preferred, not required

KNOWLEDGE, SKILLS, AND ABILITY

  • Demonstrated understanding of IT support as a business function (IT Service Management (ITSM) practices, process documentation, protocols)Focus on customer service, ensuring requests are seen through to completion and to the customer’s satisfaction

  • Exemplary written and verbal communication skills for working with customers

  • Exemplary analytical thinking, organization, communication and time management skills

  • Expert at resolving hardware and software-related errors

  • Proficiency in work tracking software such as Jira Service Desk, Jira Software, or Asana

  • Experience with Mac OS, Windows, and Linux operating systems

  • Ability to coordinate work with additional levels of internal or external IT support to resolve issues

  • Ability to respond to calls on a rotational basis for early morning & evening business operations

  • Advanced use of Google Suite products and Apple computer products

  • Excellent documentation skills

  • Knowledge of security best practices

  • Basic troubleshooting skills for network and server equipment


 

StickerGiant is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • FileMakerDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • AsanaManagement
    • SendGridEmail

Location

We are in the heart of Longmont's historic industrial neighborhood. Minutes to Las Americas Tortillas, Main St. shopping, Longtucky Spirits.

An Insider's view of StickerGiant

How do you collaborate with other teams in the company?

My main focus is to gather enough data to be able to target the areas we can keep improving on a daily basis. I get the opportunity to work with everyone from Customer Service all the way down to shipping to fix issues and problems that may affect our quality and workflow. Our goal is to always keep improving our processes, for the better.

Ruth Palacios

Quality Assurance

How does the company support your career growth?

We expect every employee to want to grow with StickerGiant. We custom-build career development plans for each employee and provide in-house and offsite training opportunities to help them reach their goals. We prioritize our employees when new positions become available. They are building our future every day!

Betsy

People & Culture Director

What are StickerGiant Perks + Benefits

StickerGiant Benefits Overview

StickerGiant employees are provided with a competitive benefit package which includes 100% paid health insurance, dental, vision, paid maternity leave, 401(k) with company match, PTO, paid holidays, and profit sharing. We have a dog-friendly atmosphere and we encourage self-expression and creativity in every form (but especially with stickers).

Culture
Volunteer in Local Community
We have a StickerGiant Charity Team who advise on monthly philanthropic giving and volunteering with various local organizations.
Friends Outside of Work
Intracompany Committees
Open Door Policy
Team-owned Deliverables
Open Office Floor Plan
Diversity
Documented Equal Pay Policy
Highly Diverse Management Team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Disability insurance covers 60% of annual salary up to $1000 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
We cover 100% paid health insurance for employees.
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Based on quarterly company profits.
Child Care & Parental Leave Benefits
Generous Parental Leave
We cover 12 weeks paid maternity leave and 2 weeks paid paternity leave.
Family Medical Leave
We comply with FMLA laws.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Some Meals Provided
Happy Hours
Happy hours are hosted On occasion.
Parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and Learns
Acme Co. hosts lunch and learn meetings once per month.
Cross-Functional Training Encouraged
Promote from Within
Mentorship Program
Our mentorship program includes 1-to-1 program, 1-to-many program, Career mentoring, Leadership mentoring.
Online Course Subscriptions Available
Customized Development Tracks