Help Desk Specialist

George J. Priester Aviation•Englewood, CO

1d•Onsite

About The Position

The Help Desk Specialist provides Tier 1-2 technical support across a mixed Windows, macOS, and mobile environment. This role requires strong experience with Freshservice as the primary ITSM platform, along with hands-on skills in Microsoft Entra ID, Intune, Autopilot, and iPad MDM solutions including MaaS360 and Jamf. This individual is customer-focused, detail-oriented, and comfortable supporting a wide range of technologies.

Requirements

At least 3 years’ experience using Freshservice for ticketing, asset management, and workflows.
At least 3 years’ experience with MDM for iPads, including MaaS360 and or Jamf.
CompTIA A+, Network+, or Microsoft Cloud certifications. Equivalent practical experience will be considered in lieu of certifications.
Hands-on experience with Microsoft Entra ID, Intune/Autopilot, and Exchange Online.
Proficiency with Windows 11 and macOS troubleshooting.
Basic understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN).
Ability to be on call for minimal after-hours support.
Excellent communication, customer service, and problem-solving skills.
Experience with ITIL-aligned processes and service management best practices.

Nice To Haves

Experience with Apple Business Manager and Jamf.
Scripting familiarity (PowerShell/Bash).
Experience in fast-paced helpdesk environments.
Familiarity with Dell notebooks, and Apple iPads.

Responsibilities

Use Freshservice as the primary ticketing and workflow platform.
Triage, prioritize, and resolve incidents and service requests within SLA.
Maintain accurate ticket documentation, asset records, and knowledge base articles.
Provide technical support for Windows 11, macOS, and iPad devices.
Troubleshoot hardware, software, printing, and peripheral issues.
Provision iPads, and notebooks to new hires.
Perform application installs, updates, and configuration.
Deliver support both remotely and onsite with excellent customer service.
Manage user accounts, groups, and access policies in Microsoft Entra ID.
Support MFA, SSO, conditional access, and password resets.
Handle onboarding/offboarding workflows and identity lifecycle tasks.
Deploy and manage Windows devices using Intune and Windows Autopilot.
Configure compliance policies, configuration profiles, and security baselines.
Enroll, configure, and support iPads & BYOD smartphones through MDM platforms (MaaS360, Jamf).
Apply app deployments, restrictions, compliance rules, and remote actions (wipe/lock).
Maintain accurate device inventory and ensure security compliance.
Assist with troubleshoot LAN, and WLAN/Wi-Fi issues.
Assist with monitor and support network infrastructure using Cisco Meraki dashboards.
Perform OS updates, patching, and endpoint security tasks.
Support Microsoft 365 applications and Exchange Online cloud services.
Assist with hardware lifecycle management and asset tracking.
Create and maintain technical documentation and knowledge base articles.
Collaborate with engineers/manager/MSP on escalations and project work.
Communicate clearly and professionally with end users and team members.

Benefits

Medical coverage (PPO and High Deductible plans) through Blue Cross Blue Shield
Dental and vision coverage
Company-paid short-term and long-term disability insurance
Company-paid basic life and AD&D insurance, with optional supplemental coverage
Voluntary accident, critical illness, and hospital indemnity plans
401(k) retirement plan with company match
Annual company-funded profit-sharing contribution
Health Savings Account (HSA), Flexible Spending Accounts (FSA), and Dependent Care FSA options
Paid company holidays
Unlimited Paid Time Off (PTO), subject to scheduling guidelines
Sick leave in accordance with company policy
Tuition reimbursement program
Company-paid legal services and identity theft protection
Company-paid pet insurance for dogs or cats
Employee assistance and support resources