Service Desk Support III at Zayo (Greater Boulder Area, CO)
Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
The Service Desk Support III’s mission is to provide effortless IT service to all Zayo employees and to increase efficiency across all Product Groups Globally.
Answer phone calls/voicemails and provide IT troubleshooting
Respond to and troubleshoot all tickets entering the IT Support queue in SalesForce based on the case handling process outlined in the training guide
Assist with Knowledge Management
Open zTech cases and provide status updates
Provide follow-up calls to ensure issue resolution
Ensure customer satisfaction with personalized customer service skills
Build and maintain working relationships with all IT contacts
First level of response for all hardware/software problems; Identify sources and trends of technical problems to prevent future occurrences
Assist in the procurement of software and hardware requested by Product Groups
Coordinate outages and large scale issues with the business while providing consistent updates
On-call responsibilities on a monthly basis
Perform network account moves and changes for requests, verification, and equipment configuration
Help with laptop and desktop repairs and support for support locations
Coordinate all Technology Support-related product/service support activities, systems and network maintenance/outages
Recommend ways to improve product and service support capabilities
Assist with SCCM Management and work closely with the broader EIS group on projects as assigned
Assist with JAMF Management
Provide White Glove Support to Executive Employees
Assist with Conferencing equipment
Other duties as assigned
Capable of learning both technical and procedural components.
Ability to react quickly and professionally in stressful situations.
Must maintain the highest level of customer service at all times.
A+, Network+, and/or MCP certifications are a plus
Ability to adapt to the ever-changing high volume retail while working in a cross-functional team environment.
Experience with talking to and working with Executive level employees
Must have the capacity to take initiative for making appropriate decisions and have strong analytical and problem solving skills.
Flexibility to adapt in a variety of situations.
Must have advanced attention to detail with the capability to prioritize and meet deadlines.
Excellent written communication and documentation skills.
Excellent verbal communication and interpersonal skills for maintaining effective business relationships with peers, senior management, customers, and vendors.
Must have advance knowledge with MS Office including Outlook, Word, and Excel.
Ability to multitask and have excellent organizational skills is essential.
Experience with SCCM, JAMF, Software Center etc.
CO posting range: $20-30/hour
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time
Benefits, Rewards & Wellness
Annual Incentive Plan (AIP) - Full-time Zayo employees are also eligible for discretionary AIP which is based on the performance of the Company, an employee’s business segment, and the individual employee
Sales Incentive Plan - Full-time Zayo sales employees are also eligible for discretionary incentive cash compensation through our Sales Incentive Plan
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Fitness membership discounts
Generous paid time off policy including paid parental leave
Please note, in accordance with Zayo's commitment to providing and maintaining a workplace free of recognized hazards, all U.S. and Canadian employees and any employee, vendor, customer, or visitor who enters a Zayo office or facility in the U.S. and Canada must be fully vaccinated against COVID-19 and provide proof of such vaccination. If you are hired by Zayo, you will be required to provide proof of vaccination or have a valid religious or medical reason not to be vaccinated.