IT Field Technician

Location: Colorado, United States of America

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Position Summary

This is a remote position within Colorado, USA.

As an IT Field Technician for the Government Programs team located in either Lakewood, CO or remote within Colorado, you will be part of a team responsible for a complete range of hosted services provided to the State of Colorado. The tasks this position supports are highly essential for continuity of operations, overall performance, and execution of Support and Maintenance activities. Your responsibilities will be to service all DMV offices’ Thales hardware and software solutions within the state of Colorado. You are expected to maintain maximum solution availability as well as positive local customer relationships across the State as first point of contact.

Key Areas of Responsibility:

• You will be responsible for all remote and on-site preventative and restorative maintenance across the islands.

• You will travel to customer locations within prescribed time to troubleshoot, repair, and/or escalate issues

• You will lead internal and external stakeholder communications on routine activities while ensuring proper and ongoing progress on the issues.

• You will manage customer relations through clear and concise written and verbal communications, increasing trust and involvement while reducing ambiguity and conflict.

• You will have intermediate to advanced knowledge of ticket based tracking system.

• You will use CRM software to consistently and accurately track tickets.

• You will have intermediate knowledge of PC desktop support with knowledge of Networking and Windows based servers.

• You will have knowledge of concepts around hosted solutions.

• You will have knowledge of Windows applications as well as PC reimaging experience.

• You will perform hardware maintenance.

• You will quickly troubleshoot problems and escalate when necessary to deliver solutions that satisfy customer or internal requirements.

• You will learn and understand technical products and solutions and can disassemble certain products for parts replacement.

• You will manage and deliver SLA commitments and expectations to customers.

• You will work with operations engineers, sales and system administrator.

• You will identify and mitigate risks that may have potential impact to all services delivered.

• You will perform predictive and preventive maintenance testing on a timely basis.

• You will react quickly and appropriately to incidents such as equipment failures.

• You will use routine software applications such as MS Word, MS Excel, and MS Outlook to produce reports and graphs as required.

• You will be responsible for managing / maintaining inventory of consumables including paper and toner products.

• You will oversee a wide-range of activities in separate environments including production and UAT including, but not limited to deployment, testing, and basic training.

Minimum Requirements:

• At least 1 of experience in a customer-facing role.

• At least 1 year of experience in the IT industry.

• At least 1 year of experience with Windows 7 and 10 OS, PC re-imaging

• At least 1 year of experience with PC and laptop hardware.

• Prior experience with independent customer relationship management, customer service, and satisfaction.

• Excellent verbal and written communication skills with the ability to communicate effectively across different levels of organizations.

• Must have a valid State Driver’s License and a clean driving record.

Ability to work occasional nights and weekends as required.

Travel of up to 70% within the state of Colorado – typically one day trips, but some overnights required.

Must be able to stand for extended periods and be able to lift up to 50 pounds.

Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation and must be able to obtain post-hire clearance from the Committee on Foreign Investments in the U.S. (CFIUS) and Department of Treasury

Preferred Skills and Experience:

• Certification in A+ / Certification in Server + or Network+ / MCP, MCSA, MCSE.

• Able to translate and communicate technical information to stakeholders.

• Team-player, able to handle a fast-paced business environment and work collaboratively under tight deadlines, punctual, able to work with little supervision, self-disciplined with strong analytical and decision-making skills.

The Company provides the following compensation range and general description of benefits that it in good faith believes it might pay and/or offer for this position. The Company reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.

Salary Range: $52,850-$64,593

The Company provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:

• Elective Health, Dental, Vision, FSA/HSA and Well-Being plans
• 401(k) Retirement Savings Plan with a company contribution and a match, and without vesting period
• Company paid holidays and vacation days
• Company provided Life Insurance, AD&D, Disability, and Employee Assistance Plan

#LI-Hybrid

This position will require successfully completing a post-offer background check. Qualified candidates with (a) criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.