IT Service Desk Technician (Hybrid Denver, CO)
Key Responsibilities:
- Provide Tier 1 desktop support for end users, responding to service tickets, phone inquiries, and walk-ups.
- Offer high-touch support to executive users, ensuring minimal disruption and rapid resolution.
- Install, configure, and troubleshoot desktops, laptops, and related hardware and software.
- Utilize Active Directory for user management, including permissions and Group Policy Object assignments.
- Support and troubleshoot Microsoft Windows environments, including M365 and Active Directory.
- Deploy, image, and manage end-user devices.
- Assist with mobile device troubleshooting and configuration.
- Use remote monitoring tools and call tracking systems to document and route tickets.
- Maintain and create documentation related to client systems, software, and workflows.
- Support A/V and conference room systems, including video conferencing, microphones, and digital displays.
- Participate in team meetings and provide onsite support for remote IT engineers.
- Collaborate with cybersecurity and compliance teams to align with regulatory standards.
- Contribute to automation of repetitive workflows and continuous process improvements.
- Participate in planned maintenance activities and the deployment of new systems or updates.
- Provide after-hours on-call support as needed, including for system installations and emergencies.
Required Skills & Qualifications:
- 1+ years of experience supporting desktop systems and software in an enterprise environment
- Strong knowledge of Microsoft Windows OS and Microsoft 365 support
- Experience using ITSM platforms (e.g., ServiceNow)
- Working understanding of ITIL best practices
- Excellent incident resolution and troubleshooting skills
- Exceptional customer service and interpersonal communication skills
- Ability to work both independently and as part of a team
- Ability to manage multiple tasks and priorities in a fast-paced environment
- Comfortable supporting executive-level users with professionalism and discretion
Preferred Qualifications:
- Associate or bachelor's degree in Information Systems, Computer Science, or related field
- Experience in IT procurement processes and procedures
- Familiarity with compliance frameworks and regulatory IT requirements
- Experience setting up and supporting A/V and conference room technologies