IT Service Desk Specialist

Talon.One • Denver, CO

3d • $60,000 - $65,000 • Hybrid

About The Position

As our IT Service Desk Specialist – US, you'll own day-to-day IT operations and support for our US-based employees. You’ll independently evaluate technical needs, administer and improve systems, develop solutions to technical and operational challenges, and drive improvements across our US IT processes. The role requires independent judgment in evaluating issues, determining appropriate solutions, prioritizing competing needs, and recommending improvements to our IT environment.

Requirements

• 1–2+ years of experience in an IT support, helpdesk, or service desk role
• Solid working knowledge of macOS and Windows environments
• Familiarity with MDM solutions (e.g. Jamf) for device management
• Basic understanding of network fundamentals (DNS, VPN, Wi-Fi troubleshooting)
• Hands-on experience with Google Workspace (Gmail, Drive, Calendar, Meet) and common collaboration tools (Slack, Zoom)
• Exposure to identity and access management tools (e. g. Google Workspace Admin)
• Familiarity with ticketing systems
• Ability to troubleshoot connectivity, hardware, account access, and application issues remotely
• Clear and friendly written and verbal communication — you’ll be the face of IT for our US employees
• A patient, service-oriented mindset: you genuinely enjoy helping people and stay calm under pressure
• Reliable, autonomous working style — you’re comfortable managing your own queue and knowing when to escalate
• Fluent English (additional languages are a plus, but not required)

Responsibilities

• Independently assess, prioritize, and resolve IT incidents and service requests received through the ticketing system, email, and chat, determining appropriate solutions and resolution paths.
• Diagnose and resolve hardware and software issues across laptops, peripherals, macOS, Windows, Google Workspace, Slack, Zoom, and other SaaS platforms, applying independent technical judgment to determine appropriate solutions.
• Own and prioritize IT requests during US business hours, balancing business impact, urgency, security considerations, and service expectations to determine appropriate resolution.
• Partner with the Berlin IT team on complex technical matters and global IT initiatives, independently resolving issues within the role’s area of responsibility and collaborating where broader expertise or coordination is required.
• Develop and continuously improve IT documentation, processes, knowledge resources, and self-service solutions, identifying opportunities to reduce recurring issues and improve the employee experience.
• Manage key aspects of the US device lifecycle and asset-management process, including inventory, provisioning, configuration, security requirements, replacements, and offboarding.
• Identify recurring or complex technical issues, analyze root causes, and recommend or implement scalable solutions and process improvements in partnership with the broader IT team.

Benefits

• $1,200 annual learning budget
• Manage your own time off with our flexible PTO policy
• $350 home office setup budget, a $50 monthly home office allowance
• Freedom to work from abroad for up to 90 days worldwide!
• WeWork On-Demand access for flexible workspace solutions
• Mental health support with nilo.health
• Choose from top-tier Medical, Dental, and Vision plans (Blue Cross Blue Shield MA, MetLife, VSP)
• Build your savings with our 401(k) plan, including a 100% company match on your contributions up to 4%
• We provide 100% company-paid Life Insurance, Short-Term, and Long-Term Disability coverage

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed