IT Support Specialist (Short-Term Contract)

IT Support Specialist (Short-Term Contract)

Type: Contract until March 2027

Location: Centennial, Colorado

Schedule: Onsite Monday - Friday

HourlyRate: $30-$36/hour

POSITION SUMMARY:

This position is primarily responsible for providing front-line Help Desk support to the internal user community, ensuring the timely resolution of IT-related issues. The ideal candidate will handle all internal employee inquiries, focusing on troubleshooting and resolving tier-one issues such as password resets, software troubleshooting, and network connectivity. Key duties include creating, updating, and managing tickets in Freshservice IT service management (ITSM) platform, and providing clear, user-friendly communication across various channels including phone, email, in-person, and remote support.

While Help Desk is the primary focus, this role will also provide secondary desktop support for both Windows and Mac hardware and software as needed. Applicants must have a working knowledge of the Microsoft Intune admin center, including how to image laptops using Intune. Strong customer service skills, organization, and the ability to collaborate with Desktop Support and Application Support teams are essential to success in this role.

ESSENTIAL FUNCTIONS:

Essential duties and responsibilities may include, but are not limited to, the following:

• Answer inbound Help Desk Calls.
• Actively participates in Help Desk call queue daily, answering calls in real-time.
• Promptly retrieve Voicemail to the Help Desk, open tickets, and respond to the users.
• Monitors multiple open tickets queues and works tickets to meet stated SLAs
• Proficient in updating service tickets translatable to peers and management as well as working with ticketing systems.
• Experience with or knowledge of configuring and deploying workstations using zero-touch or imaging configuration tools (MS Autopilot, Altiris, Ghost, etc.).
• Ability to support Windows and Mac desktop support tickets in an efficient manner and enters all updates into the ticketing system- including all attempts to visit and call users.
• Monitor the New Hire and User Deletion Ticket queues.
• Process the Initial Payroll Change Summary Tickets.
• Reports to the Manager of Customer in the Denver office daily.
• Assist the Office Manager with Facilities as needed
• Other duties as assigned

QUALIFICATIONS:

Knowledge/Skills/Abilities:

• Proven experience and functional knowledge of standard Help Desk procedures.
• Minimum 2 years of experience supporting Microsoft Windows 11 and newer, as well as macOS Monterey and later.
• Minimum 2 years' hardware installing and configuring Operating Systems, Drivers, MS Office and other business applications, knowledge, administration, and support of Microsoft Windows Operating Systems.
• Prior experience supporting Microsoft productivity tools (Outlook, Word, Excel, PowerPoint, etc.
• Excellent problem solving, communication, and interpersonal skills, a customer-friendly attitude, and the ability to work in a team environment.
• Excellent telephone oral (English Language) and written (English Language) communication.
• Excellent comprehension (IT technical and/or general) of verbal (English Language) and written (English Language) instructions, processes, procedures, and policy.
• Good time management, and organizational skills.
• Ability to manage multiple tasks at one time, phones, manage multiple ticket queues, etc.

Experience and Training:

Any combination of the following experience and training (designated as required and/or preferred) that provides the required knowledge and abilities is qualifying:

• Experience: A minimum of

  All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.