Service Center Technical Support II


  • Posted 3 years ago
  • Englewood, Colorado
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Service Center Technical Support II

LAUNCH Technical Workforce Solutions is seeking a Service Center Technical Support employee for an opportunity in Centennial, CO.



  • Answer, evaluate and prioritize all incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking

  • Telecommunications and other computer-related technologies

  • Handle problem recognition, research, isolation, resolution and follow-up for all user support and service requests

  • Responsible for maintaining detailed trouble tickets, escalating issues accordingly and keeping a consistent channel of communication open with customer(s) and other IT team members during escalations

  • Responsible for ensuring customer satisfaction of support and service requests

  • Maintain quality-conscious interface via phone and email with both technical and non-technical clients

  • Provide schedule flexibility to work a range of shifts, including weekends and night shifts

  • Responsible for the installation, configuration and support of computer desktop and laptop systems

  • Provide service of outstanding quality to internal customers as measured by their standards

  • Responsible for asset management of hardware and software assets

  • Responsible for creating and updating support services documentation including knowledge entries on desktop issues and application configurations

  • Provide end-user group training sessions for Corporate standard applications

  • Provide on-call "after-hours" support based on a rotation

  • Ability to provide remote support to mobile users 



  • Responsible for thoughtful adherence to all Company Policies, Procedures, and Compliance regulations (internal and external)



  • Requires a BA/BS in Related Field. Relevant work experience may substitute for required education

  • Working knowledge of Help Desk / Customer Support center operations  

  • Knowledge of current IT technical standards as related to microcomputers, printers, and basic network technology

  • Strong customer and technical support experience, supporting a clientele that is predominantly “non-technical”

  • Familiarity with call tracking software

  • Comprehensive troubleshooting skills of various hardware and software products including:  Microsoft, Lotus Notes, McAfee Antivirus, PGP encryption, wireless, Citrix, Dell laptops/desktops, and HP Printers

  • Strong sense of customer/solution ownership, an overall drive for excellence, and a proven ability to manage multiple projects to successful completion

  • Superior customer service and communications skills along with ability to drive productive team collaboration will participating in on call support rotation




To conform to U.S. Government international trade regulations, applicant must be a U.S. Citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.




Why Choose LAUNCH?

A team of aviation staffing experts leads LAUNCH. We understand the challenges of finding the top aviation jobs and we focus on linking you with the best openings in the most sought-after locations.

LAUNCH offers you an ACA compliant benefit package including company-sponsored medical insurance with multiple plans to choose from. Our Minimum Essential Coverage is offered to every employee who does not have coverage elsewhere at no cost to you! LAUNCH also offers a 401(k) program with a company match. Plus, you join the LAUNCH Loyalty Club on your first day, earning you extra cash bonuses, apparel and safety rewards.


If you’re ready to LAUNCH your career, you've found an employer that can take you to new heights.


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