IT Support Technician
$69,992–$84,240 year
On-siteBoulder, Colorado, United States
Job Summary
Install, configure, and troubleshoot a wide variety of hardware and software solutions through phone, web, and in-person support channels, including workstations, printers, thermal label printers, laboratory equipment, and business applications. Manage, prioritize, and resolve incidents and service requests through the IT service management (ITSM) system, ensuring issues are addressed within established service levels while providing timely communication. Create, maintain, and improve technical documentation, knowledge articles, and support procedures to enable users and IT team members to complete recurring tasks efficiently. This on-site role in Boulder, Colorado, requires a valid driver's license and the ability to lift up to 50lbs, with an on-call rotation supporting both local and remote associates. The position is part of the Information Technology team at Integrated DNA Technologies, a Danaher operating company dedicated to accelerating genomics breakthroughs.
Required Qualifications
- High School diploma or higher
- 2+ years of experience supporting end-users in person, via phone, and in an enterprise IT environment
- Demonstrated experience supporting Apple and Microsoft enterprise environments
- Experience managing support requests through an IT service management (ITSM) platform in a corporate environment
- Demonstrated ability to prioritize incidents and service requests
- Demonstrated ability to maintain accurate documentation
- Demonstrated ability to meet service level expectations
- Demonstrated ability to communicate effectively with end users throughout the support lifecycle
- Must have a valid driver's license with an acceptable driving record
- Ability to lift, move or carry equipment up to 50lbs
- Must be available for on-call support rotation
- Must be able to work on-site in Boulder, Colorado
- Must be able to provide assistance to associates working remotely and globally
Desired Qualifications
- CompTIA A+ or comparable certification
- Experience supporting hardware and software beyond standard office products including lab workstations, lab equipment, and lab software
- Experience supporting scientific, manufacturing, or regulated business environments
- Familiarity with the unique technical and operational requirements of laboratory and production users
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