Service Desk Specialist | Information Technology
On-siteDenver, Colorado, United States
Denver, Colorado, United StatesOn-siteFull TimeSmall
Full TimeSmall
Job Summary
Troubleshoot Windows 11 and Apple devices, deploy software, and provision workstations, mobile phones, and laptops for a distributed user base across Denver, New York, Connecticut, and London. Resolve user issues, manage email and identity access, and handle onboarding/offboarding processes including device provisioning and security tool enrollment. Prioritize phone, ticket, and email requests, escalate appropriately, and document procedures while maintaining system access controls. Support Tier I and II service desk operations with 8:00 AM–5:00 PM hours, some early arrival and late coverage for time zone support.
Required Qualifications
- White-glove Service Desk support experience
- Experience troubleshooting Windows 11, Microsoft Office 365, Teams, Word, Excel, Outlook, etc.
- Understanding of Microsoft Entra ID / Active Directory and ability to manage user accounts and access
- Experience with the Microsoft 365 admin center
- Experience with multifactor authentication tools (e.g., DUO) and troubleshooting MFA/login issues
- Experience troubleshooting computer and hardware systems
- Understanding of networking fundamentals: OS, security, Ethernet, TCP/IP, DNS, Group Policy, DHCP, VPN, and wireless communication
- Ability to take ownership and responsibility for new and ongoing tasks
- Maintain and observe the highest professional ethical standards and confidentiality
- Ability to foster effective teamwork in a fast-paced, collaborative work environment
- Ability to manage communications and support requests across multiple US and international offices (Denver, NY, CT, London)
- Excellent organizational skills
- 3+ years of Service Desk / desktop support experience in a Microsoft server and computer environment
- Experience supporting users in a professional services, financial services, or similarly high-expectation corporate environment
Desired Qualifications
- High school, secondary school, or equivalent; associate or bachelor's degree a plus but not required
- Experience supporting a multi-office or distributed workforce a plus
- CompTIA A+, Network+, or Security+ certification a plus
- macOS troubleshooting: FileVault, Keychain, Migration Assistant, Time Machine/backup recovery
- iOS/iPadOS device support: Apple Business Manager, mobile device provisioning, Activation Lock/Find My recovery
- Experience with Cisco Call Manager or Microsoft Teams Phone
- Experience with Slack or Microsoft Teams administration/support
- Experience with endpoint management and software deployment tools (e.g., Action1, Intune Autopilot, Freshservice, LANsweeper)
- Experience with workstation backup solutions (e.g., Carbonite)
- Experience with Microsoft PowerShell
- Experience with antivirus/endpoint protection management (e.g., Cisco Secure Endpoint, Sophos, Microsoft Defender)
- Familiarity with email security tools (e.g., Mimecast) and security awareness platforms (e.g., KnowBe4)
- Exposure to SIEM/security alert triage (e.g., ReliaQuest GreyMatter), including recognizing when to escalate to Darktrace/FRSecure
- Ability to promote process improvement
- ideally including some hands-on Apple (macOS/iOS) support
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