Service Desk Technician

  • Machol & Johannes, LLC/Almanac Technologies
  • Denver, CO, USA 80202
  • May 18, 2021
Full time Clerical

Job Description

Do the words gritty, passionate, demanding, or innovative describe you? Are you a team-player who "gets it done"? Would you love to be part of a team dedicated to excellent results that's becoming a genuine "Best Place To Work" company? We're your next move! Almanac Technologies, a service provider to Machol   Johannes, LLC, is a premier law firm operating in Colorado and seven other states. We offer representation and customer service in the Collection, Bankruptcy, and Creditor rights arenas.

At Almanac Technologies, we know that you want:

Interesting   challenging work, opportunities to learn   grow, competitive pay   benefits, talented co-workers

The ability to contribute and make a difference, transparent communications, a sense of community

And management that takes a personal interest in you


The Service Desk Technician provides first level end user support including basic computer troubleshooting, repair, updates/upgrades, inventory management, printers/copiers/scanners, phones and other system support as required, in an efficient and effective manner. This position is customer focused, requiring good written and verbal communication skills, in addition to basic technical skills. This position is responsible for managing the ticket system, ensuring high priority tickets have been prioritized accordingly and completed within a reasonable amount of time, escalating where necessary. This includes managing ticket queues and response times within service level requirements. This position also requires setting up new workstations, upgrading existing workstations and handling moves for workstations and personnel.


Manage Ticketing System, diagnose issues and follow through to resolution

Frequently update tickets to make sure the most current information is documented

Frequently update end users with the status and progress made on open tickets

Incident Triage

Properly escalate urgent and unresolved queries to the next level of support

Perform basic computer hardware and software installations, configurations, malware removal, and update office TV display content

Create and maintain documentation for internal tasks and procedures

Recommend procedure modifications or process improvements

Onboard new users by provisioning appropriate hardware and software; including badges

Manage access and security associated to key company systems and software as required for company personnel to be enabled to complete their jobs

Maintain inventory for hardware and software in accordance with asset management strategy including tracking licensing usage and notifying IT leadership with any new licensing requirements

Replacing consumables on printers/scanners, co-ordinate with vendor support as problems arise, and maintain inventory of printer supplies

Help troubleshoot phones and phone system, including setting up new phone extensions and making test calls to support changes to the IVR or Telecom routing

Responsible for setting up workstations for new users, moving existing workstations and other end user computer related issues as assigned

Responsible for keeping all IT areas clean and organized

Release safe emails from spam and content quarantines

Other duties as assigned


Maintains a positive, helpful and solution oriented demeanor when responding to users

Great at follow through   closing the loop

Manages time   priorities with efficiency and effectiveness

Recommends procedure modifications or process improvements

Ability to work collaboratively as part of a team

Enjoys and excels working on a variety of problems and tasks

Is comfortable multi-tasking on a variety of issues simultaneously

Highly organized, able to follow procedures and ensure clean and tidy work area


Salary range: $40k - $50k Depending On Experience

Great PTO Program: 13 days in your first year   grows with you!

6 paid Federal holidays + 1 paid float holiday

Commuter pass providing unlimited usage of RTD Services

Health, dental, vision, life and disability insurance, retirement savings, and more

Company 401k program

A culture of growth, transparency, excellence, and passion


Education, Formal Training, or Certificates:

High School (or equivalent)

Formal technical training or prior experience


Hands on with Microsoft Windows based computers

Small networking; WiFi routers, CAT cabling, etc.

Knowledge, Skills, and Abilities:

Excellent oral, written and interpersonal communications skills

Ability to analyze and troubleshoot computer systems, software, and peripherals

Ability to configure and support Windows 7, 10, Server 2008, Server 2012, Server 2016

Experience with macOS/OSX is desirable, but not required

Proficient in Microsoft Office 2007, 2010, 2013

Experience managing users, groups and policies in Active Directory

Comfortable cloning, re-imaging and managing OS updates and patches

Experience with Scripting (CMD, DOS, PowerShell, VB Macro, Bash etc.)

System hardening skills

Experience with Collection Master (CLS) highly preferred but not required

Working Environment:

Majority of this position will be in a professional office environment

Sitting 60%, Standing/Walking 40%

Will type, write, use finger dexterity, talk, hear, and see (up close and moderate distances) as a normal part of job duties

Will occasionally need to lift up to 50 lbs by yourself or up to 100 lbs with help.

LOCATION:  Downtown Denver

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.