IT Desktop Support Tech

LJA•Westminster, CO

15h•$28 - $32•Hybrid

About The Position

As an IT Desktop Support Technician at LJA in our IT department, you will be responsible for providing technical support to local and regional end users with primary focus on diagnosing and resolving hardware tickets with an overlap on applications support on as needed basis, as well as day-to-day IT operational tasks, as required. This position will require travel as needed to Colorado office locations including; Colorado Springs, Westminster, Grande Junction, Loveland, and Denver. The IT Desktop Support Technician will be assigned tickets by the Helpdesk agents after they have done their initial triage, troubleshooting and categorization of the tickets. If the IT Desktop Support Technician’s home office has an IT hub setup, the IT Desktop Support Technician is the custodian for the local IT hub and is responsible for asset lifecycle of all end user devices being stored. (Separate IT Hub runbook would be provided)

Requirements

1+ years of experience in desktop support or IT helpdesk roles.
Fundamental knowledge of Windows 10/11, MacOS, Office 365, and Active Directory.
Experience with network troubleshooting (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
Excellent problem-solving, communication, and customer service skills.
Ability to work independently and prioritize tasks in a dynamic and fast-paced environment.

Nice To Haves

CompTIA A+, Microsoft 365 certification, and ITIL v4 Foundation preferred

Responsibilities

Reviewing tickets queue for incoming tickets, prioritizing and resolving IT incidents and service requests in keeping with internal SLAs
Tracking and following up on outstanding tickets to ensure timely resolution
Providing hardware support to local and regional to end users via phone, email, chat, and in-person
Assisting users when shoulder tapped, creating relevant tickets and assigning/escalating is unable to resolve
Troubleshooting hardware issues
Submitting hardware requests as needed
Repairing hardware, replacements and upgrades as required
Installing, configuring, maintaining, and supporting desktops, laptops, printers, mobile devices, and peripheral equipment
Supporting Microsoft Windows and Microsoft 365 applications
Documenting issues, resolutions, and user interactions in the IT service management (ITSM) system (FreshService)
Ticketing management and ticketing hygiene to align with established service level agreements (SLAs)
Escalating complex issues to IT Desktop Support Specialist or IT Applications Support Specialist after exhausting all other resources
Submitting tickets to P&A for hardware returns or equipment updates
Configuring and deploying workstations, laptops, mobile devices, and other IT equipment
Assisting AV team with supporting conference room technology, AV equipment, and collaboration tools such as Microsoft Teams, when approached
Assisting O&T team with new hires and EoEs when requested
Developing technical documentation, knowledge base articles, and user guide, forward to Sr. Desktop Support Specialist for review, approval and publication
Providing end-user training and guidance on technology best practices as a value ad

Benefits

Employee Stock Ownership Plan (ESOP)
Generous Time Off: PTO, paid holidays, and a full office closure between Christmas and New Year’s.
Comprehensive Benefits: Multiple plan options for health, dental, and pets. Along with mental health support.
Family Support: Paid maternity and parental leave to help you focus on what matters most.
Education Support: Tuition reimbursement and in-house courses provided by our Learning and Development team.
Referral Bonuses: Know great talent? Get rewarded for helping us grow.
Community Impact: Company-sponsored volunteer days and philanthropic initiatives.
Professional Development: Memberships to industry organizations to keep you connected and growing.
Career Growth: Great internal mobility opportunities to advance your career.
Fun Culture: LJA social events, employee sports teams, bring your kid to work day, etc.