Date: Feb 26, 2019


CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.


Job Summary

Partner in a team environment or be able to independently install, repair, and perform preventative maintenance, (including upgrades and backups) of computer systems.  May resolve hardware, software, network, and application problems.  Recommend improvements to procedures and processes to enhance and improve solutions.  Research and provide answers to questions in area of expertise.  Provide input to define requirements; work with analyst and/or engineers.  Provide consulting services for training, tools, technology, and methodology relating to implementing IT solutions in area of specialty.  Perform analysis, problem-solving, and evaluation activities on special technical topics related to specific project activities.

Provides support to end-users for PC hardware, operating systems, software applications, peripherals and installations.  Responds to, diagnose and troubleshoot problems through discussion with users, to restore service and/or identify and correct problems.   Daily operational requirements include excellent communications and customer service skills. Position requires individual to closely interact with end users diplomatically and technically.
Work hours and days to be established by contract requirements.  Overtime will be required for this position as necessary for after hour support.


Job Description

  • Day to Day Operation Skills

    • Provides on-site service support, installation, configuration and problem resolution in PC /Network environments.

    • Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.

    • Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.

    • Act as the primary provider of technical support to desktop and laptop computer users for hardware, OS, and application issues for end users. 

    • Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions

    • Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress. 

    • Good understanding of OS; Windows XP/ Windows 7/10 issues

    • Experience performing installations, moves, software and hardware adds and changes to end users IT equipment.

    • Experience with end user support using remote support tools

    • Ability to update device bios or drivers 

    • Ability to effectively research issues encountered and effectively resolve 

    • Ability to interact with resolver groups to diagnose and resolve problems when possible. 

    • Ability to document process and procedures for self-help and for informational troubleshooting for other resolver groups

    • Ability to support end user mobile smart devices i.e.: Apple iPad, Apple iPhones, Tablets

    • Works under the guidance of Team Leader and Senior Technicians


  • Technical Knowledge:

    • Windows XP, Windows 7, Windows 8, Windows 10

    • Office 2007, 2010, Office 365

    • Networking – TCP/IP, Remote Connectivity VPN

    • Basic hardware troubleshooting skills

    Skill/Ability Knowledge: 

    • Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues. Must be a proficient user of personal computer tools for word processing, decision support and communication. Must be skilled in problem solving techniques and repair.

    • Experience utilizing remote support tools for end user support; diagnostic and repair

    • Ability to troubleshoot, configure end user mobile devices i.e.: Smart Devices, iPad, iPhone, Tablets

    • Knowledge in the following areas - Networking, VPN, Wireless. Customer Service, Ticketing system applications.

    • Interpersonal: Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and interviewing skills; service and team orientation. 

    • Experience: Entry Level - Five years providing end user Desk side computer support. 

    • Experience or knowledge in two or more of the following areas: Desktop software (MS Excel, MS Word, MS PowerPoint, Communication protocols TCP/IP Desktop hardware (PCs, printers, device drivers), Microsoft Office 2007 /2010/ O365. 


    Minimum Requirements:

    • Entry Level– 5 years’ experience providing Deskside support to end users

    • Associates Degree / Technical School graduate or equivalent Military experience considered

    • Excellent Customer Service Skills

    • Ability to diagnose, troubleshoot and resolve PC Laptop and Desktop hardware and application issues

    • Experience in providing end user support utilizing remote management tools 

    • Ability to support end user mobile smart devices

    • Ability to perform installation, move add and changes to end user desktop environment

    • Ability to diagnose, troubleshoot and resolve end user network connectivity issues

    • Excellent communication skills both written and verbal.

    • Ability to work independently prioritizing daily operational objectives for support


    Preferred Requirements

    • Active Directory experience

    • Windows XP , Windows 7, Windows 10

    • Office 2007, 2010, O365 


Associates or Equivalent

Alternate Location: US-Colorado-Broomfield; US-Work From Home-Work At Home

Requisition #: 205689

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at 

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”).  We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Job duties and responsibilities are subject to change based on changing business needs and conditions.

Job Segment: Operations Manager, Technical Support, Consulting, Engineer, Operations, Technology, Engineering

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