IT Service Desk Technician I

24 Hour Home Care - Corporate Division • Denver, CO

1d • Hybrid

About The Position

The IT Service Desk Technician I is responsible for providing on-site and remote technical support across multiple office locations and brands throughout the enterprise. This non-exempt position requires independent decision-making, the ability to prioritize tasks with supervision, and the handling of level 1 technical issues. Travel may be required to support office locations, troubleshoot issues, and manage technology needs on site. Additionally, the IT Service Desk Technician I will help coordinate relationships with Managed Service Providers (MSPs), IT vendors, and local stakeholders to ensure seamless technology operations. This is a hybrid position, requiring 4 days a week in the Denver office.

Requirements

• 1-2 years of helpdesk or technical support experience
• General systems maintenance/administration experience
• Experience with ticketing systems and inventory management
• CompTIA A+ certificate or equivalent experience with hardware
• Basic understanding of networking concepts (LAN, WAN, VPN, DNS, firewalls).
• Proficiency in Microsoft Office Suite – Outlook, Word, Excel, Teams, etc.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong organizational skills with the ability to prioritize and manage multiple tasks independently in a fast-paced environment.
• Collaborative leadership qualities with the ability to work independently and as part of a team.
• Excellent problem-solving skills.

Nice To Haves

• Network+, Security+
• Basic familiarity with Remote Monitoring and Management (RMM) tools such as ConnectWise, Go To, N-Able, Datto, etc.
• Experience with ticketing systems like ZohoDesk, ZenDesk, Jira, etc.
• Proficiency in Audio Video setup for conference rooms.

Responsibilities

• Travel to office locations to provide hands-on technical support as needed, including office relocations, new setups, and closures.
• Troubleshoot and resolve IT issues including computer break fixes, hardware/software support, administrative housekeeping, and tracking inventory of devices and systems.
• Help coordinate IT logistics related to support tickets and projects.
• Help conduct a comprehensive audit of IT equipment across the organization and help establish and maintain a tracking system for the return, replacement, and setup of all devices.
• Help with daily IT operations to ensure systems are stable and secure.
• Respond to IT service requests via phone, email, or in person, ensuring timely escalation and resolution.
• Diagnose and troubleshoot hardware, software, and network issues, escalating complex problems to senior technicians or MSPs when needed.
• Assist with onboarding and offboarding, including account setup, equipment configuration, and employee orientation.
• Set up workstations, laptops, and mobile devices, and manage inventory for new and existing employees.
• Track and maintain hardware and software inventory across multiple brands.
• Create and maintain knowledge base articles and technical documentation to streamline processes and improve efficiency.
• Support end users with technical issues and provide regular training to staff.
• Provide administrative support to TEAM Services Group, including managing email correspondence, handling ad hoc requests, and assisting with day-to-day operational tasks.
• Serve as the technical support liaison between the company and Managed Service Providers (MSPs) for smooth service delivery.
• Support local brands in collaborating with the MSP, ensuring effective communication and coordination.
• Maintain relationships with IT vendors and Internet Service Providers (ISPs), helping with contract renewals, licensing, documentation, and account consolidation.
• Support and assist with maintaining company systems and coordinate any necessary updates or troubleshooting.

Benefits

• Company-sponsored medical, dental, and vision plan for employees and their dependents
• 401(k) participation after 3 months of continuous service
• Wellness program
• Learning development program
• Life insurance
• Long-term disability coverage
• Charitable contribution matching
• Volunteer time off
• Employee assistance program
• Accrued vacation time
• Sick time
• 12 paid federal holidays

What This Job Offers

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