IT Support Specialist 2

Are you Ready to Engineer Your Career?  At IMEG, one of the largest design consulting firms in the U.S., we strive to provide exciting and rewarding career opportunities to our team members.  We work hard and are passionate about what we do but also love to have fun along the way.  We celebrate the ability to be a firm of over 2900 employees in the US and beyond who still provides a local office approach and feel to each of our employee-owners.  From opportunities to get involved and give back locally through our Community Involvement Committees to the ability to partner with exciting clients, we take our jobs seriously but have a great time in the process. 

As a company, we believe in investing in our team members and providing an environment for expansive growth. We put people first.  We are proud to say we are a 100% employee-owned organization and take pride in our commitment to being a great place to work.  We support this commitment through work-life balance, flexibility, continuous training and development opportunities, and community impact. We reward innovation, hard work, and support a culture of sustainability.

IMEG is growing, and we’d love to have you join our team!  We are currently seeking a Support Specialist 2 in our Denver office. The Support Specialist 2 role is a mid-level position that ensures proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.

Principal Responsibilities

• Field incoming help requests from end users via both telephone and work orders in a courteous manner;

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue;

• Build rapport and elicit problem details from help desk customers;

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician;

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution;

• Apply diagnostic utilities to aid in troubleshooting;

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution;

• Identify and learn appropriate software and hardware used and supported by the organization;

• Perform hands-on fixes, when appropriate, at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications;

• Train and mentor entry level Support Specialist staff;

• Test fixes to ensure problem has been adequately resolved;

• Perform post-resolution follow-ups to help requests;

• Develop help sheets and knowledge base articles for end users;

• Perform related duties consistent with the scope and intent of the position.

Required Skills/Abilities

• In-depth knowledge of computer hardware;

• Working knowledge of a range of diagnostic utilities;

• Good understanding of the organization's goals and objectives;

• Exceptional written and oral communication skills;

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills;

• Strong documentation skills;

• Occasional after-hours support as needed.

Education and Experience

• Associates degree in Computers Science, CIS, or equivalent of seven years’ work experience in related field required;

• 5 years’ work experience in related field required;

• Experience with desktop operating systems including Windows 10;

• Extensive application support experience.

• This position is not eligible for sponsorship

Salary Range $70,000- $75,000. Minimums and maximums may vary based on location. Individual pay will be based on several factors including experience, knowledge, skills, and abilities of the applicant. Other rewards may include annual bonuses and stock ownership options. In addition, IMEG Corp. provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, pai