Desktop Support Specialist
In-house desktop support specialist for a nonprofit homebuilder: day-to-day help desk support for laptops, iPads, printers, Office 365 and SaaS platforms across five metro Denver sites, plus onboarding, training, IT documentation and asset tracking. In-office 5 days/week with regular travel between locations and occasional evening/weekend work.
- Compensation
- $24–$27 / hr
- Location
- Main Office - Navajo - DENVER, CO 80223
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Familiarity and expertise in current technologies, cloud-based applications, collaboration tools and information sharing applications
- Diagnose and resolve hardware and software issues across laptops, iPads, peripherals, printers, Office 365 and other SaaS platforms
- Assess, prioritize and resolve IT incidents and service requests via ticketing system, email, phone and chat
- Ability to travel between work sites across the metro area to provide on-site support, including when public transportation is unavailable
- Valid driver's license and ability to be insured under the company's insurance policy (MVR will be run)
- In-office position, 5 days/week, with work outside traditional office hours (evenings & weekends) required
- Ability to lift/carry up to 50 pounds; bending, twisting, reaching as required
- Ability to talk on the phone and work at a computer for extended periods; ability to type
- Adapt to changes in work environment and schedule; handle multiple tasks at once and maintain poise under stress
Full description
GENERAL DESCRIPTION
The Desktop Support Specialist provides customer service and support for desktop and SaaS platforms, networking devices, software applications and communication systems. Responsibilities include requirements gathering, configuration, installation, upgrades and day-to-day support. The team member in this position must be able to adapt to changes in work environment and schedule with a positive attitude. They are able to handle several tasks at one time and maintain poise under stressful situations. The Desktop Support Specialist seeks to ensure that the employees and volunteers of Habitat Metro Denver have reliable technology systems, devices, and applications, and support them in their day-to-day use. This team member must show familiarity and expertise in current technologies, cloud-based applications, collaboration tools and information sharing applications. The organization currently has systems in five locations across the metro area, and this position will require travel between those locations often.
The following reflects the organization’s definition of essential functions for the job but does not restrict the tasks that may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
CORE RESPONSIBILITIES:
Customer Support
- Serve as the primary point of contact for employees and volunteers seeking assistance with technical issues, maintaining an accessible and professional support desk presence.
- Independently assess, prioritize, and resolve IT incidents and service requests received through the ticketing system, email, phone, and chat, determining appropriate solutions and resolution paths.
- Diagnose and resolve hardware and software issues across laptops, ipads, peripherals, printers, Office 365, and other SaaS platforms, applying independent technical judgment to determine appropriate solutions.
- Develop and continuously improve IT documentation, processes, knowledge resources, and self-service solutions, identifying opportunities to reduce recurring issues and improve the employee experience.
- Provide ongoing support during software rollouts and migrations.
- Document all support activities, including issue details, resolution steps, and communication with end-users.
- Gather feedback from users to improve training effectiveness and system usability.
System Maintenance
- Maintain Habitat Metro Denver’s systems and software as well as cell phone, printer, and network copier/scanners.
- Install new software releases and system upgrades, evaluate and install patches, and resolve software and hardware related problems.