IT Service Desk Support Technician

Company Overview:

SCRAM Systems is a leading provider of alcohol and location monitoring hardware, software, and mobile apps, including the SCRAM Continuous Alcohol Monitoring® (SCRAM CAM®) bracelet, the LifeSafer® L250 Ignition Interlock device, and LifeSafer Intelligence Speed Assistance. We provide an integrated approach to supporting our customers by offering solutions specific to court and agency needs in the community corrections industry throughout all phases of client management.

As a company, we are committed to continuing our tradition of re-engineering operations to streamline processes, enhance productivity, and improve client outcomes through constant innovation. Our purpose is to change lives, reunite families, and make our communities safer through advanced technology and world-class service.



Shift: First Shift

Job Summary:

This Service Desk Support role serves as the first point of contact for all incoming technical support requests across the organization. This role is responsible for providing timely, accurate, and customer focused support for hardware, software, network, and account related issues. The role requires the need to troubleshoot routine incidents, perform initial diagnostics, document findings, and escalate complex issues to higher support when necessary.

In addition to resolving day to day technical problems, this role is to maintain detailed case records, follows established IT processes, and contributes to a positive end user experience. This position plays a critical role in ensuring operational continuity and reinforcing IT best practices across the business.

Logistics:

• Location: Onsite - Denver, HQ Greenwood Village

• Hours: Full Time

Duties/Responsibilities:

• Intake & Triage: Maintaining oversight of inbound cases and ensuring initial contact with requestor with a primary focus on First Contact Resolution (when able)

• Troubleshooting: Diagnosing and resolving hardware and software issues for end-users.

• Installation and Configuration:?Installing, configuring, and maintaining operating systems, software, and hardware components, peripherals and patching

• User Support: Providing support to users via phone, email, in-person, or remote access.

• Software Management:?Installing, updating, and troubleshooting software applications.

• Hardware Inventory: Accuracy report asset assignments/changes or replacements via existing control process.

• Escalation: Identifying and escalating complex issues to fellow technicians.

• Vendor Engagements: Work with existing partners to order devices, engage support or make changes as required by the end user and/or business.
  

Skills/Abilities:

• Patience and Empathy: Ability to remain patient and empathetic when dealing with frustrated users.

• Communication Skills: Excellent verbal and written communication skills to effectively interact with users and explain technical information.

• Customer Service Skills: Ability to provide excellent customer service and build rapport and trust with users.

• Technical Skills: Operational knowledge of computer hardware, operating systems (Windows, macOS), software applications

• Troubleshooting Skills: Ability to quickly diagnose and resolve technical problems efficiently or engaging your technical resources for support or confirmed hand off.

• Problem-Solving Skills: Strong analytical and problem-solving skills.

Education and Experience:

• 3-5 years of customer support experience with emphasis on remote IT assistance

• (Like to have) compTIA / A+ or similar training/certification

• Familiar with case management best practices (SLAs / Average Time to Resolve / First Call Resolution)

Physical Requirements (With or without reasonable accommodation):

• Sitting: Over 70%

*** All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Comprehensive Benefits Package:

At SCRAM, we prioritize the well-being and financial security of our employees. We understand that benefits play a crucial role in ensuring our team members feel supported and valued. That's why we offer a comprehensive benefits package that includes:

• Retirement Savings:
  • 401(k): We offer a 401(k)-retirement savings plan to help you plan for your future financial security.
  • 401(k) Matching: SCRAM provides a 100% match for the first 3% contributed and another 50% match for the next 2% contributed, amplifying your savings potential.
• Health and Wellness:
  • Health Insurance: We provide comprehensive health insurance coverage to safeguard your health and that of your family.
  • Dental Insurance: Our dental insurance plan ensures access to quality dental care for you and your dependents.
  • Vision Insurance: Take care of your vision health with our vision insurance coverage.
  • Health Savings Account (HSA): Our HSA option allows you to save pre-tax dollars for medical expenses, providing flexibility and savings opportunities. We strongly value saving for your wellness, so the company provides an employer contribution towards your HSA annually.
  • Flexible Spending Account (FSA): With our FSA, you can set aside pre-tax dollars to cover eligible medical expenses not covered by your health insurance plan. You can also save pre-tax dollars to help cover the cost of child care with our Dependent Care FSA.
• Financial Protection:
  • Disability Insurance: We offer company paid short and long term disability insurance to provide financial protection in the event of injury or illness that prevents you from working.
  • Life Insurance: Ensure the financial security of your loved ones with our company paid life insurance coverage at 1.5x your annual salary. Want more coverage – supplemental life is also available.
• Work-Life Balance:
  • Paid Time Off: We understand the importance of work-life balance. That's why we provide generous paid time off, allowing you to recharge and enjoy life outside of work.
  • Paid Sick Time: Your health matters to us. We offer paid sick time to support you during times of illness.
  • Employee Assistance Program (EAP): Our EAP offers free confidential counseling and support services to help you navigate personal or professional challenges.
• Additional Perks:
  • Referral Program: We believe in the power of teamwork and collaboration. Our referral program rewards you for referring talented individuals to join our team.
  • Tuition Reimbursement Program: We support the professional growth of all employees, but understand that going back to school is expensive. We offer tuition reimbursement up to the IRS limit annually to help our employees flourish.

At SCRAM, we are committed to empowering our employees to thrive both personally and professionally. Join us and take advantage of our comprehensive benefits package as you embark on a rewarding career journey with us.



From: SCRAM Systems