Job Description
Desktop Support Specialist
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Littleton, CO
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6+ Months C2H
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Required Qualifications:
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- 2+ years of experience in a help desk, desktop support, technical support, or similar IT role; relevant education or certifications may substitute for some experience.
- Experience supporting both Windows and Mac operating systems preferred.
- Strong troubleshooting and problem-solving skills.
- Working knowledge of Windows operating systems, Microsoft 365, and common business applications.
- Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and connectivity troubleshooting.
- Experience with ticketing or IT service management systems.
- Ability to explain technical concepts clearly to non-technical users.
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Key Responsibilities:
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- Provide Tier 1 and Tier 2 technical support to end users via phone, email, chat, ticketing systems, and in-person.
- Troubleshoot and resolve hardware, software, connectivity, application, and user-access issues.
- Install, configure, maintain, and troubleshoot laptops, desktops, mobile devices, printers, peripherals, and other IT equipment across both Windows and Mac environments.
- Support Microsoft 365, Windows, macOS, and common business applications.
- Assist with user onboarding and offboarding, including account setup, equipment provisioning, permissions, and access management.
- Manage and prioritize support tickets while meeting established service-level expectations.
- Document troubleshooting steps, resolutions, and relevant technical information within the IT service management/ticketing system.
- Escalate complex or recurring issues to senior IT staff, infrastructure teams, security teams, or appropriate vendors.
- Assist with basic network troubleshooting, including connectivity, Wi-Fi, VPN, DNS, and related issues.
- Support endpoint security, patching, antivirus/EDR, and other security-related technologies as directed.
- Provide a high level of customer service and maintain a professional, helpful approach when working with users.
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