Associate IT Support Engineer (Early Career) - Broomfield

BETSOL•Broomfield, CO

11d•Hybrid

About The Position

As an Associate IT Support Engineer, you will be part of BETSOL's IT operations team, providing front-line technical support to end users across desktops, laptops, peripherals, and everyday enterprise applications. This is an entry-level role designed for recent graduates: you will be onboarded through structured training and mentorship, and you will grow from assisting with routine support tasks to independently resolving incidents and service requests. You will work closely with experienced engineers and offshore network and security teams, building a strong foundation in IT service management while delivering a high-quality support experience. This is a customer-facing role, so professional communication and a service-oriented attitude are essential.

Requirements

Foundational understanding of Windows operating systems and basic desktop/laptop hardware and software concepts.
Basic knowledge of networking fundamentals such as LAN, Wi-Fi, IP addressing, and connectivity troubleshooting.
Awareness of IT service management concepts (incident and request handling) and a willingness to learn ITSM tools such as ServiceNow or Jira.
Strong verbal and written communication skills, with the ability to interact professionally with global users.
Strong analytical aptitude, a problem-solving mindset, and eagerness to learn new technologies and processes quickly.
Demonstrated ability to adopt AI tools and independently learn new systems

Nice To Haves

Internship or academic project experience in IT support, system administration, or networking.
Familiarity with ITSM/ticketing tools (ServiceNow, Jira) or CMDB-based asset management.
Basic exposure to ITIL processes (Incident, Request, Problem, Change Management).
Hands-on lab or hobbyist experience with hardware troubleshooting, OS installation, or home networking.

Responsibilities

Provide onsite and remote support for end users, including installing, configuring, testing, and maintaining desktops, laptops, peripherals, and related hardware under guidance.
Troubleshoot and resolve hardware, software, OS, and peripheral incidents and service requests, escalating complex issues to senior engineers as needed.
Contact end users via phone or Microsoft Teams to schedule support sessions and deliver timely resolution while maintaining high customer satisfaction.
Log, monitor, prioritize, and update tickets using ITSM tools such as ServiceNow or Jira, following SLA, documentation, and escalation procedures aligned to ITIL best practices.
Assist with OS installation, reinstallation, upgrades, and patching for Windows desktops and laptops, and install and support standard applications such as Microsoft Office, Acrobat Reader, mail clients, and collaboration tools.
Help deploy and maintain antivirus and endpoint protection, configure user profiles and email accounts, and troubleshoot basic LAN, Wi-Fi, VPN, and printer connectivity issues.
Support IT onboarding and offboarding activities, including system setup, access provisioning, asset handover, and recovery, ensuring data security and compliance during employee exits.
Maintain accurate IT asset and inventory records in CMDB and asset management tools, and support e-waste and e-recycling activities in line with company policies.
Create and update technical documentation, SOPs, and knowledge base articles, and collaborate with cross-functional IT teams on projects, upgrades, and rollouts.