SUMMARY:
The Desktop Support Specialist ensures timely resolution of technical incidents and tickets in line with Service Level Agreements (SLAs), using the ServiceNOW (SNOW) system. This role involves troubleshooting a wide range of issues related to end-user devices (laptops, desktops, printers), network connectivity (access points, Wi-Fi), phone systems, and MS Office applications, supporting both on-premise and cloud environments, including AWS Workspaces. The specialist is responsible for documenting problem-solving steps, tracking time spent on tickets, and delivering excellent customer service for managed service clients.
LOCATION: ON-SITE at Denver Office
SHIFT: 9:00AM – 6:00PM with after-hours and on-call rotation responsibilities
RESPONSIBILITIES:
- Provide technical support for end users in both physical locations and AWS Workspaces environments.
- Troubleshoot and resolve hardware and software issues on laptops, desktops, and mobile devices.
- Assist with MS Office application issues, including Outlook, Word, Excel, etc.
- Support users in AWS Workspaces by troubleshooting connectivity and performance issues.
- Assist with the setup, configuration, and ongoing support of virtual desktop environments.
- Manage and maintain local printers, including installation, configuration, and troubleshooting.
- Coordinate setup and maintenance of access points and other network-related hardware for users.
- Provide support for phone system issues, including configuring and troubleshooting VoIP phones.
- Manage user accounts in Active Directory (creating, modifying, and deactivating accounts).
- Assist users with password resets, account permissions, and access issues.
- Set up and deploy laptops, desktops, phones, and other office technology for new users or office expansions.
- Ensure devices are configured with the appropriate security policies and software.
- Assist with basic network troubleshooting, including resolving issues with Wi-Fi connectivity and access points.
- Document all support requests, incidents, and resolutions using the company's ticketing system (e.g., ServiceNow).
- Create and maintain technical documentation for troubleshooting procedures and common issues.
- Work closely with other IT teams to escalate and resolve complex issues.
- Coordinate with vendors for hardware repairs and replacements.
- Perform regular maintenance and updates on end-user hardware and software.
- Monitor system performance and address potential issues before they impact users.
- Other duties as assigned or as become evident.
QUALIFICATIONS:
- 2+ years of experience in desktop support, IT helpdesk, or a similar technical support role.
- Hands-on experience troubleshooting hardware (laptops, printers, access points) and software.
- Experience in deploying and supporting VDI solutions, particularly AWS Workspaces.
- Knowledge of Active Directory, user account management, and permissions.
- Strong problem-solving abilities and attention to detail.
- Excellent communication skills (written and verbal) for interacting with end users and technical teams.
- Ability to work both independently and as part of a team.
- Good time management and multitasking skills to handle multiple tickets efficiently.
CERTIFICATES: (preferred)
- ITIL/ITSM Certifications
- CompTIA A+ or equivalent hardware support certification.
- CompTIA Network+ for basic networking knowledge.
- Microsoft Certified: Modern Desktop Administrator Associate or similar certification for Windows environments.
- AWS Certified Cloud Practitioner or experience with AWS services.
COMPUTER SKILLS:
Note: The following are examples of the types of tools and skills we utilize. They are not all mandatory for applicants.
- Familiarity with IT service management platforms such as ServiceNow or Jira.
- Understanding of remote desktop support tools and software.
- Ability to assist with new device setups (laptops, phones) and office technology installations.
- Operating systems: Windows / Linux – Windows is the primary
- AWS / Azure / Google Cloud Platform (GCP)
- Monitoring tools: DataDog, Nagios, Solar Winds, Logic Monitor
- Service Desk tools: ServiceNOW, Heat, Remedy, Jira, etc
- Host based Security: Trend Micro, Symantec, SentinelOne, Crowd Strike and others
- Log aggregation: Sumologic, Splunk
- Microsoft: Office 365, Windows Servers, Microsoft product line
- RMM tools: Ninja, Datto
TRAVEL REQUIREMENTS:
May require some travel to visit customer sites – 30%
