Service Desk Rep II - Denver, CO

Wilbur-Ellis • Denver, CO

33d • $24 - $32

About The Position

In this role, you’ll be the first point of contact for IT support, using ServiceNow to manage and resolve incoming requests. You’ll install and troubleshoot PC hardware, software, and peripherals while supporting major incidents and maintaining technical documentation. You’ll partner closely with employees across the organization, delivering responsive, customer‑focused service in a fast‑paced environment.

Requirements

• 0–2+ years of Help Desk, Call Center, Customer Service, or equivalent experience
• Proficiency using Windows or Mac computers
• Basic understanding of software application support, preferably JD Edwards, Okta, and Office 365
• Ability to type 40+ WPM
• Understanding of ITIL‑based practices and experience with ServiceNow or similar ITSM software
• Basic knowledge of computer networking, Active Directory, A/V, telephony, and other electronics
• Ability to install, configure, and troubleshoot PC hardware, software, and peripherals
• High school diploma or equivalent

Nice To Haves

• You listen actively and empathize with customers to understand their needs.
• You communicate clearly with excellent written and verbal skills.
• You work effectively in a fast‑paced team environment while maintaining strong communication with others.
• You demonstrate initiative by asking questions and quickly learning new systems and environments.
• You stay organized and handle multiple tasks and deadlines with attention to detail.
• You can prioritize work based on goals with minimal supervision.

Responsibilities

• Utilize the ServiceNow ticketing system to log, distribute, and escalate all incoming requests following SOPs.
• Provide first‑level assistance for incoming requests related to all IT systems.
• Install and configure PC hardware, software, and peripherals.
• Track major incidents to resolution while delivering timely and accurate mass communications.
• Develop and maintain technical instruction sets and knowledge base articles.
• Build and maintain quality relationships with internal and external customers.
• Install and remove computer equipment, including occasional lifting, bending, and reaching.
• Work early mornings, evenings, nights, weekends, and travel or remain on call when necessary.
• Complete special projects and other duties as assigned by the Service Desk Manager.

Benefits

• This position is eligible for vacation, holidays, health, dental, vision, mental health, retirement plans, and other benefits.
• Follow this link for more information regarding Wilbur-Ellis employee benefits: https://mywebenefits.com/

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees