Information Technology Help Desk Support

IT Help Desk / Desktop Support Specialist

6 to 12 months contract

Littleton, CO

Job Overview

We are seeking an experienced IT Help Desk / Desktop Support Specialist to provide Tier 1 and Tier 2 technical support to end users across Windows and Mac environments. The ideal candidate will have strong troubleshooting skills, excellent customer service, and experience supporting hardware, software, Microsoft 365, networking, and endpoint technologies.

The role will support day-to-day IT operations, user onboarding and offboarding, endpoint management, ticket resolution, and escalation of complex technical issues.

Key Responsibilities

• 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 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.
• Perform 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.

Required Qualifications

• 2 years of experience in help desk, desktop support, technical support, or a similar IT role.
• Experience supporting Windows and Mac operating systems preferred.
• Strong troubleshooting and problem-solving skills.
• Working knowledge of Windows, Microsoft 365, and common business applications.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Experience using ticketing or IT service management systems.
• Strong verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Strong organizational skills and the ability to manage multiple priorities.
• Ability to work independently while recognizing when escalation is required.

Preferred Qualifications

• Experience with Microsoft Entra ID / Azure AD, Active Directory, Intune, or similar technologies.
• Experience with endpoint management and security tools.
• Familiarity with ITIL or other IT service management practices.
• Experience working in higher education, nonprofit, regulated, distributed, or hybrid environments.
• Familiarity with Student Information Systems (SIS), Learning Management Systems (LMS), and academic technology environments.