Help Desk Support Technician

About the role

Help Desk Support Technician

The Help Desk Support Technician is the first line of technical support for Prime Data Centers employees across on-site and remote locations. This role handles day-to-day hardware, software, and connectivity issues that keep our operations running across Denver headquarters and remote company facilities. The ideal candidate brings strong technical skills, a customer-first attitude, and the discipline to work independently in a fast-paced, mission-critical environment. 

What you'll do

Technical Support & Troubleshooting 

• Serve as primary point of contact for Tier 1 and Tier 2 support via phone, email, chat, and in-person 
• Diagnose and resolve issues with Windows and macOS endpoints, Microsoft 365 apps, printers, peripherals, and VoIP phones 
• Provide remote troubleshooting for distributed and work-from-home employees using remote desktop tools 
• Escalate complex issues to senior IT staff with thorough documentation of all diagnostic steps taken 

Endpoint Deployment & Configuration 

• Image, configure, and deploy laptops and desktops to company security baselines 

• Enroll devices in MDM platforms; apply compliance profiles and security policies 

• Install, license, and configure business applications for end users 

• Coordinate with vendors for procurement, warranty claims, and equipment returns 

Access & Identity Management 

• Provision, modify, and deprovision accounts in identity management platforms and connected SaaS applications 

• Manage role-based access to business systems, shared mailboxes, distribution lists, and collaboration tools 

• Reset credentials and manage MFA enrollment across supported authentication platforms 

• Enforce least-privilege principles; assist with periodic access reviews 
• Ticketing & Documentation 
• Log all requests, incidents, and changes in ITSM with accurate categorization, priority, and resolution notes 

• Monitor open queues to maintain SLA compliance; communicate status updates proactively to users 

• Author and maintain knowledge base articles, how-to guides, and runbooks to enable self-service 

Asset Management 

• Maintain an accurate IT asset inventory covering hardware, software licenses, and peripherals 

• Track device lifecycle from procurement through secure decommission and data destruction 

• Conduct periodic physical audits across company sites to reconcile records 

Onboarding & Offboarding 

• Execute new-hire IT setup end-to-end: accounts, device provisioning, application access, and orientation 

• Complete offboarding tasks including account suspension, device retrieval, and access revocation within defined SLA windows 

• Coordinate with HR and department managers to ensure checklists are completed accurately and on schedule 

Networking & Infrastructure Support 

• Troubleshoot end-user connectivity issues: VPN, Wi-Fi, IP conflicts, and DNS/DHCP 

• Assist the network team with patch panel management, switch port assignments, and conference room AV 

• Support physical infrastructure tasks at company facilities during site visits 

Security & Compliance 

• Ensure endpoints are enrolled and compliant with EDR and Vulnerability management 

• Escalate security alerts per the company Incident Response procedure 

• Support compliance evidence collection in Vanta and assist with periodic access reviews 

Qualifications

Required

• 2+ years of hands-on helpdesk or desktop support experience in an enterprise environment  

• Proficiency with Windows 10/11 and macOS administration 

• Experience with Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) 

• Working knowledge of directory services and identity management platforms (e.g., Active Directory, Azure AD) 

• Familiarity with ITSM ticketing systems (Halo, ServiceNow, Jira, or similar) 

• Basic TCP/IP networking knowledge (DNS, DHCP, VLANs, VPN) 

• Experience deploying and supporting endpoint security agents 

• Valid driver’s license; ability to travel up to 30% to other company sites as needed 

• Ability to lift and carry IT equipment up to 50 lbs 

• Strong written and verbal communication skills 

 Preferred  

• CompTIA A+, Network+, or Security+ certification 

• Microsoft 365 Certified: Modern Desktop Administrator Associate 

• Experience with MDM platforms and automated device enrollment solutions 

• PowerShell scripting for automation and bulk administration tasks 

• Experience in a data center or colocation environment 

Work Environment & Physical Requirements 

This is a full-time, on-site position based in Denver, Colorado, working Monday through Friday during standard business hours. The technician will work in both standard office environments and active data center floors with raised flooring, elevated noise levels, and temperature-controlled conditions. Up to 30% travel may be  on an as-needed basis to support other company sites. The technician should also be available for off-hours support on an as-needed basis, including occasional assistance with scheduled maintenance windows or urgent incidents outside of standard business hours. 

Benefits

• Competitive salary range of $65k base with a performance bonus program
• 100% employee premiums paid by employer for medical, dental, vision, life insurance, and disability
• A dollar-for-dollar 401k match up to a 4% that is fully vested upon enrollment
• Over 4-weeks of accumulated Paid Time Off + Sick time

Applications will be accepted on an ongoing basis.
 
Prime is an Equal Opportunity Employer. All applicants are considered for employment without attention to race, color, age, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, genetic information, ancestry, national origin, citizenship, protected veteran or military status, disability status, or any other classification protected by federal, state, or local laws and ordinances.

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