IT Support Engineer
Denver, CO

Job Description

Summary

The Information Technology Support Engineer is primarily responsible for organizing, modifying, installing, and supporting secure, networked computer systems within the enterprise. Responsible for the installation, management, and troubleshooting of networks, LANs, WANs, internet and intranet systems at the throughout the environment. Additionally, The IT Support Engineer assists in providing solutions for employees related to general instructional or technical problems for hardware, networking, and software programs. Utilizing the ability to identify, troubleshoot and resolve Information Technology issues, maintaining the confidentiality of sensitive company and employee information.

Essential Duties and Responsibilities

* Adapt to a variety of working environments including offices, warehouses and manufacturing facilities, with the ability to gather information from a range of employees


* Identify, troubleshoot and resolve problems encountered by company-wide users of various servers, the mainframe, desktop systems, network Internet and other computer technology


* Diagnoses the most effective method to resolve the problem and implements the solution


* Performs system backups and recovery


* Provides technical expertise to end-users regarding optimal set-up of software, hardware and network use


* Trains users in various software applications and network-related procedures


* Monitors networks to ensure security and availability to specific users


* Maintains the integrity of the network, server deployment, and digital security ? Enforces the companys network security and installation policies and procedures


* Writes scripts and batch files, as needed, to enhance the function of the operating system


* Optimizes computer usage by researching and recommending enhancements to system capabilities and performance


* Administer servers, desktop computers, printers, routers, switches, firewalls, software deployment, security updates and patches ? Installs and maintains network hardware and software


* Assists users in resolving issues by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities ? Develops policies and procedures governing how to troubleshoot IT issues, including identification, documentation, distribution and resolution


* Documents, tracks and monitors the problem to facilitate a timely resolution ? Provides internal customer service to users through problem-solving processes


* Performs diagnostics using various software programs to resolve problems


* Resolves technical problems of Local Area Networks (LAN), Wide Area Networks (WAN), and other systems


* Performs follow up with users to ensure issue has been resolved


* Supports legacy software systems in conjunction with development team


* Gathers feedback from customers about computer usage


* Monitor Help Desk ticket queue and assign and address tickets


* Act as a dispatcher for IT Support Engineers in the field to facilitate ticket resolution on-site


* Troubleshoot any IT related tickets, calls, or e-mails per TGS policies or escalate to related teams as necessary


* Assist in establishing processes and procedures for IT Operations and Support


* Create guides, FAQ answer sheets, and articles within the TGS knowledge base to assist users in self-help related to IT


* Train and support new and existing IT Support Engineers


* All other job duties, as assigned



Qualifications

Education

* High School Diploma or GED and a minimum of 2 years of experience in related field


* Associate or Bachelors degree in IT or a technology field preferred; preference given to candidates with CIS degrees



Training & Certifications

* Must maintain current knowledge of and adhere to all policy/regulations of the Colorado Marijuana Enforcement Division (MED); Colorado Department of Public Health and Environment (CDPHE), and Health Insurance Portability and Accountability Act (HIPAA), and TGS Management



Required Skills & Experience

* Minimum of 2 years experience in IT Support, Desktop Support or similar IT role


* Excellent computer, mathematical, language and reasoning skills


* High-level attention to detail, administrative skills, problem-solving skills and highly organized


* Ability to follow established company protocol for equipment use and allocation


* Adaptable to rapidly expanding and changing operations


* Ability to work independently, with little or no direct supervision


* Experience using Microsoft Office applications and familiarity with current versions



Preferred Skills & Experience

* Maintain a friendly, courteous and compassionate demeanor at all times ? Adhere to company mission statement and core values while maintaining high ethical standards and professionalism in all business interactions


* Ability to task prioritize with shifting workload in a fast-paced environment and meet deadlines


* Previous marijuana industry experience preferred with priority given to candidates with experience in CO licensed facilities


* Retail, operations and/or security experience a plus ? Experience using Microsoft Office applications and familiarity with current versions



Other Requirements

Physical Requirements

* Must be able to individually lift up to 25 lbs.


* Must be able to sit, stand, stoop, crouch, reach, and lift for long periods of time Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions



Work Requirements

* Must be able to work in an office environment with moderate to loud noise level


* Must be able to work off-site in retail, manufacturing, or production facilities with moderate to loud noise level and changing working conditions; may require use of safety equipment or personal protective equipment, as needed


* Must have and be able to maintain valid drivers license


* Must be able to acquire MED Key badge ($300 Fee to State of CO) prior to beginning employment


* Travel Requirements


* Regularly requires local travel to all TGS Global locations



TGS Global provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics