IT Service Desk Technician- Westminster, CO

Krayden•Westminster, CO

23h•Onsite

About The Position

The IT Service Desk Technician is responsible for delivering high-quality, first-line technical support to end users across the organization. This role focuses on resolving IT incidents, supporting endpoint devices, and ensuring a smooth user experience through effective troubleshooting, documentation, and communication.

Requirements

Basic working knowledge of: Microsoft 365 (O365) Admin Center and applications (Outlook, Teams, SharePoint)
Basic working knowledge of: Active Directory (user account management, permissions)
Basic working knowledge of: Windows10 OS or greater
Basic working knowledge of: Android/iOS
Strong troubleshooting and problem-solving skills
Previous experience supporting multi-site or remote users
Excellent communication and customer service abilities
Ability to manage multiple tasks and priorities in a fast-paced environment
Experience using or exposure to an IT ticketing/service management system
Ability to lift 35+ lbs
Must be comfortable performing physical tasks as needed, including bending, kneeling, and occasionally crawling under desks or workstations

Nice To Haves

Experience with or knowledge of Azure Active Directory (Entra ID)
Experience with or knowledge of Microsoft Intune / Endpoint Manager
Familiarity with device provisioning, endpoint security, and mobile device management (MDM)
Basic understanding of networking concepts (DNS, DHCP, VPN)

Responsibilities

Provide timely first-line IT support, including diagnosing, troubleshooting, and resolving technical issues in alignment with IT policies and service standards
Support a wide range of hardware devices, including laptops, desktops, printers, and mobile devices
Perform initial device setup, configuration, and deployment using Microsoft Intune, ensuring consistent endpoint provisioning and security compliance
Process onboarding, offboarding, and role change requests, including account setup, access provisioning, and device preparation
Log and manage incidents within the IT service management system, including prioritization, categorization, and resolution documentation
Escalate issues appropriately based on priority, impact, and defined IT support procedures
Maintain accurate and up-to-date documentation, knowledge base articles, and asset records
Provide feedback to IT leadership by contributing “voice of the customer” insights and day-to-day operational observations
Assist with IT projects and initiatives as assigned
Ensure adherence to organizational policies and compliance standards (AS/ISO procedures and specifications)