BETSOL ยท 2 weeks ago
Information Technology Support Engineer
Broomfield, CO
Full-time
Hybrid
Mid Level
3+ years expBETSOL is seeking an IT Support Engineer with 3+ years of experience in desktop support and IT service desk roles. The role involves providing onsite support, coordinating with offshore teams, and ensuring high customer satisfaction through effective troubleshooting and service management.
Artificial Intelligence (AI)Data ManagementEnterprise ApplicationsInformation Technology
Hiring Manager
Amber Fitzgerald
Responsibilities
Provide onsite support for Customer offices as needed
Coordinate with offshore teams (network, security) to facilitate new office locations setup and maintenance tasks
Facilitate employee onboardings and offboardings
Install, configure, test, and maintain desktops, laptops, peripherals, and related hardware
Provide technical support for desktops, laptops, printers, scanners, and other end-user devices
Troubleshoot and resolve hardware, software, OS, and peripheral-related incidents and service requests
Contact end users via phone or Microsoft Teams to schedule remote or onsite support sessions
Deliver timely resolution while maintaining high customer satisfaction
Monitor, assign, prioritize, and resolve tickets using ITSM tools such as ServiceNow, Jira, or similar platforms
Adhere to SLA, ticket quality standards, documentation requirements, and escalation procedures
Perform root cause analysis for recurring issues and collaborate with teams for permanent fixes
Ensure accurate time tracking, ticket updates, and resolution notes as per ITIL best practices
Perform OS installation, reinstallation, upgrades, patching, and configuration for Windows desktops and laptops
Install, upgrade, and support standard enterprise applications such as Microsoft Office, Acrobat Reader, mail clients, and collaboration tools
Deploy and maintain antivirus and endpoint protection solutions; detect and remove malware or viruses
Configure user profiles, email accounts, and basic system policies as required
Troubleshoot LAN, Wi-Fi, VPN, and basic network connectivity issues
Configure and support network and local printers
Coordinate with network and security teams for escalations related to infrastructure issues
Manage IT assets throughout their lifecycle, including procurement, allocation, tracking, recovery, and disposal
Maintain accurate asset records using CMDB and asset management tools such as ServiceNow, Insight, HPAM, etc
Handle IT inventory management, ensuring adequate stock levels for laptops, desktops, accessories, and spares
Support e-waste management and e-recycling activities in compliance with company policies
Execute IT onboarding and offboarding activities, including system setup, access provisioning, asset handover, and recovery
Ensure data security and compliance during employee exits by following standard IT procedures
Follow IT policies, security standards, and compliance requirements
Create and update technical documentation, SOPs, and knowledge base articles
Proactively identify opportunities to improve processes, automation, and service delivery
Collaborate with cross-functional IT teams for projects, upgrades, and rollouts
Qualification
Required
Strong knowledge of Windows OS installation, configuration, troubleshooting, and support
Hands-on experience with desktop/laptop hardware and software troubleshooting
Experience with printer configuration, email setup, Wi-Fi, and LAN connectivity issues
Familiarity with ITSM tools (ServiceNow, Jira, etc.) and CMDB-based asset management
Working knowledge of ITIL processes: Incident, Request, Problem, and Change Management
Excellent verbal and written communication skills with the ability to interact with global users and strong vendor management
Strong analytical, troubleshooting, and independent problem-solving skills
3+ years of experience as a System Administrator, Helpdesk Administrator, or equivalent role
Bachelor's Degree in an IT-related discipline or equivalent
Preferred
MCSE, MCITP, MCTS, or equivalent certifications are an added advantage
Company
BETSOL
BETSOL provides IT services needed to build an AI-powered Enterprise.
501-1000 employees
H1B Sponsorship
BETSOL has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2023 (2)
2022 (3)
2020 (9)
Funding
Current Stage
Late StageLeadership Team
Ashok Reddy
Chairman and CEO
Company data provided by crunchbase