IT Help Desk Technician

Community College Of Denver • Denver, CO

395d • $56,000 - $61,600

About The Position

The IT Help Desk Technician at Community College of Denver serves as the first line of IT support for students, faculty, and staff. This entry-level position focuses on providing customer support and technical assistance, diagnosing and resolving hardware and software issues, and ensuring a high level of service through effective communication and problem-solving skills. The role emphasizes first call resolution and involves logging interactions, following standard procedures, and escalating issues as necessary.

Requirements

• Associate degree in computer science or related discipline
• 1 year experience in customer service role
• Advanced computer proficiency
• General awareness of computer systems, PC repair, and network management
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise
• Ability to deploy, configure, and support operating systems on desktop and mobile
• Understanding and appreciation for information security within systems and user devices
• Strong drive to provide excellent customer service and experience
• Keen attention to detail
• Ability to stay calm in stressful situations.

Nice To Haves

• Bachelor's degree
• CompTIA A+ Computer Troubleshooting Certification

Responsibilities

• Respond to requests for technical assistance in person, via phone, chat or email
• Research questions using available information resources
• Advise users on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Follow up with users to ensure complete resolution of issues
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Inform management of recurring problems
• Stay current with system information, changes and updates
• Other duties as assigned.

Benefits

• Generous medical, dental, vision, life, and retirement options
• Tuition reimbursement program for further education of employees and their dependents

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: Associate degree