ITS Client Service - Desktop Liaison

Metropolitan State University of Denver•Denver, CO

3d•$58,189 - $65,463•Hybrid

About The Position

The ITS Client Service - Desktop Liaison is a highly visible, hands-on technology support role within Information Technology Services (ITS). The position provides in-person and remote customer service and technical support to students, faculty, staff, and university leadership, serving as a trusted technology partner for the campus community. Support includes computer hardware, software, mobile devices, peripherals, classroom technology, and university technology services. The role supports the full lifecycle of university-owned end-user technology, including provisioning, deployment, configuration, troubleshooting, repair, replacement, inventory management, and retirement. It collaborates with the Service Desk, Systems Engineering, Learning Spaces, ITAM, and other ITS teams to provide reliable, secure, and effective services. The position also advises on responsible and effective use of AI-driven solutions to enhance productivity, customer experiences, and service delivery. The position is full-time, 40 hours per week, with a Monday–Friday schedule of 8:00 a.m.–5:00 p.m. It uses a hybrid schedule, requiring in-person work while allowing some remote work subject to supervisor approval. Evening and weekend work may occasionally be needed, and some local travel may be required. The anticipated hiring range is $58,189–$65,463, paid monthly. The position is eligible for MSU Denver 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.
Applicants must clearly demonstrate in their resumes how their work experience meets all required qualifications.

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 supporting audiovisual and classroom technology.
Industry certifications such as CompTIA A+, Network+, Microsoft, Apple, or related certifications.
Strong understanding of AI technologies and ability to advise on responsible and effective use of AI-driven solutions.

Responsibilities

Provide in-person, remote, phone, and walk-up technical support to students, faculty, staff, and campus leadership.
Troubleshoot and resolve 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, MDM, Microsoft Entra ID, Intune, JAMF, and other enterprise technologies.
Manage incidents and service requests in TeamDynamix/TDX while meeting established service levels.
Provide escalated support, coordinate with appropriate ITS teams, conduct discovery and troubleshooting, and facilitate acceptable resolutions while managing customer-facing matters.
Support university leadership, including executive offices, deans, department chairs, and other VIP customers; advocate for customers and communicate throughout the support process.
Configure, deploy, upgrade, relocate, and retrieve university-owned computers and related equipment.
Apply approved system configurations and software packages to new and existing 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, manage equipment replacement, 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 process improvements and service enhancements.
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, build trust, seek feedback, and navigate conflict productively.
Manage priorities, time, and resources responsibly; adhere to policies, deliver measurable results, and meet performance expectations.
Align work with team and departmental goals and adapt to change in support of the 2030 Strategic Plan.
Communicate clearly, check for understanding, build relationships, and engage diverse perspectives.
Contribute to respectful and inclusive work relationships and advance equity and belonging.
Develop professional skills, stay informed about relevant trends, and identify opportunities to improve processes and outcomes.