Global IT Service Desk Technician

SS&C•Denver, CO

8d•Hybrid

About The Position

The Global Service Desk (GSD) team is the front line of IT for SS&C and our external clients, supporting users across various business units. The team provides hardware and software assistance, guidance on the use of company systems, and ensures that all support interactions follow established processes and service expectations. This role supports routine daily incidents and requests, as well as moderately complex issues requiring deeper troubleshooting than standard frontline support. Technicians collaborate with more senior technical staff for escalations and contribute to team knowledge and continuous improvement efforts.

Requirements

2–4 years of experience in IT support, service desk, or technical troubleshooting roles.
Solid understanding of Windows and MacOS operating systems, MS Office applications, workstation hardware, multi-factor authentication platforms, Active Directory, Citrix environments, VPN.
Strong troubleshooting and analytical skills, with the ability to identify and resolve technical issues independently.
Familiarity with user account management and basic networking concepts.
Excellent communication and customer service skills, with the ability to explain technical details clearly.
Ability to follow defined procedures while also recognizing when to escalate.
Strong organizational skills, attention to detail, and commitment to accurate documentation.
A willingness to learn, adapt, and collaborate with a diverse technical team.

Responsibilities

Provide remote first technical support for desktops, laptops, mobile devices, peripherals, applications and software. At times, hand-on support may be required when in-office.
Troubleshoot and resolve issues that range from basic to moderately complex.
Install, configure, and maintain operating systems, software, and hardware following defined standards.
Diagnose workstation-level network issues, application errors, authentication problems, and system performance concerns.
Perform account management tasks, including access requests and password support.
Document troubleshooting steps, resolutions, and create or update knowledge articles.
Collaborate with senior IT teams when advanced support or system-level changes are required.
Participate in support initiatives, small-scale improvement activities, and workflow enhancements.