Deskside Support Technician

Boom Supersonic•Centennial, CO

43d•$76,000 - $97,000

About The Position

Our helpdesk is the front line of everything we do, keeping our teams connected, productive, and moving fast. You won’t just reset passwords—you’ll solve real problems, learn constantly, and shape how people experience technology every day. Because we’re growing quickly, you’ll have the chance to influence processes, introduce smarter tools, and see the impact of your ideas immediately. This role matters because when our helpdesk runs smoothly, our entire company can accomplish our mission.

Requirements

Technical troubleshooting across Windows, macOS, and common productivity tools.
Networking fundamentals (DNS, DHCP, VPN, Wi-Fi).
Ticketing systems proficiency (e.g. Freshservice).
Clear written and verbal communication for guiding users of all technical levels.
Onboarding/offboarding workflows, including account provisioning and device setup.
Passionate about technology in all forms and constantly exploring and engaged with new technology outside of work.

Nice To Haves

Empathetic problem-solver who enjoys helping people.
Curious and eager to learn, especially new tools and technologies.
Calm under pressure, able to juggle multiple tasks without losing focus.
Detail-oriented, ensuring issues are fully resolved and resolutions documented.
Proactive, spotting potential problems before they impact users.

Responsibilities

Resolve incoming support tickets by troubleshooting hardware, software, and network issues.
Diagnose root causes, determine clear, practical solutions, reduce toil by producing documentation and repeatable playbooks, and help unblock our staff and engineers through self-service.
Configure laptops, accounts, and applications for new and existing team members.
Maintain our technical knowledge base by building, organizing, and maintaining documentation on issues, fixes, and system changes.
Monitor system alerts and escalate critical incidents when needed.
Improve help desk workflows by identifying inefficiencies and suggesting enhancements.
Collaborate with IT and security teams to support company-wide initiatives and tool rollouts.