Service Desk Specialist

Metropolitan State University of Denver•Denver, CO

22h•Hybrid

About The Position

Service Desk Specialists are the first point of contact for IT support for MSU Denver students, faculty, and staff. This role provides frontline technical support via phone, chat, and occasional in-person assistance, working across a broad range of systems including Microsoft 365, Canvas, SCCM, JAMF, Intune, and Banner. The specialist will collaborate closely with every team within IT Services, foster professional growth, and play a key role in supporting student success by advocating for customers and mentoring student employees. This is a hybrid position requiring on-site presence three days per week.

Requirements

Experience providing customer service in an information technology environment.
Experience using an IT Service Management (ITSM) platform such as TeamDynamix, ServiceNow, Jira Service Management, Freshservice, or similar.
Proficiency with common productivity and collaboration tools, including Microsoft 365 (Outlook, Word, Teams, OneDrive).
Experience supporting and troubleshooting Windows and macOS operating systems.
Strong written and verbal communication skills.

Nice To Haves

Experience working in higher education or a university IT environment.
Familiarity with basic networking concepts, including wireless, VPN, and wired connectivity.
Experience supporting a Learning Management System (e.g., Canvas, Blackboard, D2L).
Understanding of identity and account management services such as Active Directory, Entra, MFA, and single sign-on (SSO).
Experience mentoring, training, or supporting others, especially student employees or interns.
Bachelor’s degree from an accredited college or university or relevant industry certifications (e.g., CompTIA A+, ITIL Foundation, HDI Desktop Support Technician).

Responsibilities

Deliver exceptional customer service through clear, professional communication, both verbal and written, while providing timely updates, guidance, and resolutions in accordance with established service level agreements.
Manage and resolve a caseload of support tickets using the IT Service Management system.
Support and troubleshoot classroom technology and audiovisual equipment.
Diagnose issues with devices and accounts used to access MSU Denver–supported services, following documented procedures and industry best practices.
Identify effective workarounds and contribute to investigations of underlying or recurring issues.
Troubleshoot network connectivity issues, including wireless, VPN, and wired connections.
Educate customers on new technology services and self-service resources available through MSU Denver.
Manage account related issues such as password resets, account provisioning, group membership management, MFA troubleshooting, and user account lifecycle management.
Support, troubleshoot, and maintain hardware such as docking stations, monitors, printers, laptops, and additional peripherals.
Assist with endpoint deployment, management, and troubleshooting using SCCM, Intune, and JAMF.
Mentor and onboard student employees through structured training, one-on-one coaching, and skills evaluations.
Actively engage with peers through collaboration tools to share updates, identify trends, celebrate successes, and ask and answer questions.
Develop subject-matter expertise in 3-5 systems administered by other IT teams (e.g., Security, Networking, and Application Services) and serve as a resource for the Service Desk to increase cross-team knowledge and cultivate relationships across IT Services.
Identify duplicate, inefficient, or outdated processes and recommend improvements.
Participate in division- or university-wide projects as a technical contributor and advocate for an excellent customer experience.
Engage in ongoing professional development opportunities.
Recognize and appropriately escalate potential information security concerns.
Create and maintain technical documentation and solutions for the ITS knowledge base.
Deliver training to peers on processes and advanced technical solutions.
Write clear, comprehensive client communications through the ticketing system.
Perform additional tasks and special projects as assigned by the Service Desk Manager.