The Service Desk specialist role will be expected to quickly learn and support in-house applications as well as applications of our partners. This role will handle end-user support as described below in Responsibilities. This is primarily a day shift position, 8:30 AM – 5:30 PM, Monday – Friday but must be willing to work occasional nights and weekends depending on the needs of the business.
Location: Denver, CO (Hybrid – 2-3 days per week in office)
Acts as first point of contact for all IT issues, quickly responding to Tech Requests for IT services.
Provides application support for both in house applications and third-party applications.
Troubleshoot hardware and software issues.
User ID maintenance, including setup, Password resets, account locks, terminations, etc.
Serves as primary support for end user access management requests including new employee technology onboarding, account setups, access changes and terminations.
Accurately triages and categorizes incidents and requests coming into the Service Desk, ensuring all tickets are properly documented.
Uses remote support tools to further diagnose and troubleshoot issues at remote locations.
Appropriately routes issues not resolved on initial contact to the correct team for resolution, ensuring all troubleshooting and triage steps are documented in the ticketing tool before reassignment.
Partners with escalation tiered support to ensure proper handoffs and follow through to resolution of customer issues.
Assists in documentation of Service Desk troubleshooting procedures that can be shared.
Assists in identification of trends in incidents, recommending recurring issues for problem management processes.
Delivers highest level customer support.
Meet and exceed team and individual performance standards including first call resolution and SLAs.
Various other daily, weekly, monthly, quarterly, and annual tasks.
Associates Degree in Information Technology, or 2 years equivalent experience
This role will provide day to day support for application, hardware, software, and networking inquiries coming from both internal and external users.
Excellent interpersonal and customer service skills.
Services supported include proprietary and third-party business softwareapplications.
Excellent organizational skills and attention to detail.
Ability to work independently.
Support channels include ticketing portal, email, instant messaging, and phone support
Salary: $24.00 – $26.40 per hour