ITS Client Service - Desktop Liaison

Metropolitan State University of Denver•Denver, CO

1d•$58,189 - $65,463•Hybrid

About The Position

The ITS Client Service - Desktop Liaison is a hands-on technology support role providing in-person and remote assistance to students, faculty, staff, and university leadership. The position supports computer hardware and software, mobile devices, peripherals, classroom technology, and university technology services, serving as a technology partner to the campus community. It works within Information Technology Services and collaborates with the Service Desk, Systems Engineering, Learning Spaces, IT Asset Management, and other ITS teams. The role supports the full lifecycle of university-owned end-user technology, including provisioning, deployment, configuration, troubleshooting, repair, replacement, inventory management, and retirement. It also provides escalated support, manages service requests and incidents, maintains documentation, and contributes to technology projects and service improvements. The successful candidate is expected to use strong technical, customer service, and communication skills and to advise the campus community on responsible and effective use of AI-driven solutions. This is a full-time, 40-hour-per-week exempt position with a hybrid schedule: in-person work is required, with some remote work possible subject to supervisor approval. Regular hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.; evenings and weekends may occasionally be required. Some local travel may be needed. The anticipated hiring range is $58,189–$65,463, and the position is eligible for university benefits.

Requirements

Bachelor's degree from an accredited college or university, or an equivalent combination of education and experience; one year of education is equivalent to two years of experience.
Two years of experience providing customer service and technical support in an IT environment.
Experience troubleshooting and supporting Windows 11, Microsoft O365, macOS, Android, and iPadOS.
Experience supporting computer hardware, printers, peripherals, mobile devices, and user accounts.
Experience with Microsoft Entra ID, Active Directory, Intune, Jamf, or similar endpoint management platforms.
Strong customer service, communication, discovery, and problem-solving skills.

Nice To Haves

Experience supporting technology in a higher education environment.
Experience supporting executive leadership and VIP customers.
Experience with hardware repair, warranty management, and computer deployment programs.
Experience with audiovisual and classroom technology support.
Industry certifications such as CompTIA A+, Network+, Microsoft, Apple, or related certifications.

Responsibilities

Provide in-person, remote, phone, and walk-up technical support to students, faculty, staff, and campus leadership.
Troubleshoot hardware, software, operating system, account-access, and connectivity issues across Windows, macOS, Microsoft 365, mobile devices, printers, peripherals, and university-supported applications.
Diagnose and resolve issues involving network connectivity, mobile device management, Microsoft Entra ID, Intune, JAMF, and other enterprise technologies.
Manage incidents and service requests through TeamDynamix/TDX while meeting established service levels.
Provide escalated support, coordinate escalations with appropriate ITS teams, conduct discovery and troubleshooting, facilitate resolutions, and manage customer-facing communication.
Support university leadership, including executive offices, deans, department chairs, and other VIP customers, while advocating for customers and communicating throughout the support process.
Configure, deploy, upgrade, relocate, and retrieve university-owned computers and related equipment.
Apply approved system configurations and software packages to devices.
Identify customer technology needs and recommend appropriate hardware and software solutions.
Maintain inventory records, asset information, and device lifecycle documentation.
Coordinate warranties and vendor repairs, conduct equipment replacement activities, and evaluate equipment for repair, redeployment, or retirement.
Research and resolve complex technical issues in collaboration with ITS teams and vendors.
Create and maintain technical documentation, procedures, and knowledge base articles.
Analyze support trends and identify opportunities to improve processes and services.
Participate in technology projects, deployments, upgrades, and campus activities.
Build partnerships with academic and administrative departments and serve as a liaison between customers and ITS teams.
Assist in training, mentoring, and supporting the campus community.
Perform other duties as assigned.
Model CADRE values and values-based leadership; manage priorities and resources responsibly; align work with team and departmental goals; communicate and collaborate effectively; contribute to equity and belonging; and pursue professional development and process innovation.