Technology Support Specialist

Come and See•Colorado Springs, CO

13h•Onsite

About The Position

This position serves as the initial point of contact for technology service requests and incidents while also playing a critical role in employee onboarding, device provisioning, and onsite workplace technology support from our Colorado Springs office. This is a hands-on, internal-facing role within a small Technology team and is ideal for someone who enjoys variety, ownership, and direct impact. Unlike a traditional help desk role, this position requires the ability to handle multiple tiers of support, act as the onsite subject matter expert for conference room and video conferencing technology and assist with Technology projects as needed. The individual in this role will work closely with the broader Technology team to deliver reliable, thoughtful, and people-centered technology support that enables staff to do their best work in support of Come and See’s mission. Partnering closely with the Director of Technology and Chief Technology Advisor, this position will provide technology support to employees and contractors both locally and globally including frontline staff and senior leadership, assisting users with varying levels of technical experience and organizational responsibility.

Requirements

Expert in a primarily Mac-based environment, with working knowledge of Windows, iOS, and Android platforms.
Strong customer service mindset with a desire to help and support others effectively.
Demonstrated ability to troubleshoot and resolve technical issues calmly and efficiently.
Ability to communicate clearly and professionally with both technical and non-technical users.
Comfortable supporting a wide variety of technologies and adapting to a growing tech stack.
Strong problem-solving skills with the ability to take ownership of issues from intake to resolution.
Understanding of foundational IT security principles, including secure account provisioning, access controls, and least-privilege practices.
Ability to work independently while collaborating closely with a small IT team.
Organized and detail-oriented with the ability to manage multiple priorities.
Calm, patient demeanor, especially in high-pressure or time-sensitive situations.
Willingness and ability to teach, guide, and enable users in their use of technology.
3+ years of experience in IT support, service desk, or end-user computing roles, or equivalent demonstrated aptitude and capability.
Experience supporting a MacOS environment.
Experience working with ticketing or service management systems.

Nice To Haves

Exposure to SaaS management platforms and modern application governance practices preferred.
Familiarity with Microsoft 365 services including Office 365, Teams, SharePoint, and related tools preferred.
Experience with modern endpoint management tools such as Intune and Azure Active Directory preferred.
Experience supporting conference room AV and video conferencing solutions preferred.
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience, preferred.
Industry certifications such as CompTIA A+, Security +, Network+, Microsoft Certified (Modern Desktop or Microsoft 365), or ITIL Foundation are a plus.

Responsibilities

Serve as the first point of contact for IT service requests and incidents.
Troubleshoot and resolve issues across a primarily macOS environment.
Document incidents, service requests, and resolutions using a ticketing system.
Escalate complex issues when appropriate while maintaining ownership and clear communication.
Provide responsive support to onsite and remote employees and contractors through phone, ticketing, and remote support tools
Create, manage, and support user accounts across a large and diverse application ecosystem
Provision and manage access in alignment with established IT and security policies.
Support identity related issues including MFA troubleshooting, and access questions.
Provision and manage accounts securely in alignment with security policies and least-privilege access standards.
Serve as the onsite subject matter expert for conference room and video conferencing technologies.
Support mixed conferencing solutions and ensure meeting spaces are operational and reliable.
Troubleshoot day-to-day AV and conferencing issues to support effective collaboration.
Assist with IT projects, deployments, and technology initiatives as needed.
Collaborate with IT team members to improve workflows, processes, and user experience.
Contribute ideas and feedback to help improve IT operations and service delivery.