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%