Help Desk Specialist

Help Desk Specialist

Job Description

Client

Denver Seminary (via Silverlane)

Location

Littleton, CO — fully on-site

Schedule

Monday – Friday, 8:00 AM – 5:00 PM

Type

Contract, with potential to convert to full-time after 6–12 months

Position Overview

We are seeking a motivated and customer-focused Help Desk Specialist to provide technical support to end users and help maintain a reliable, secure, and efficient IT environment. This is an excellent opportunity for an early-career to mid-level IT professional who enjoys troubleshooting problems, working with people, and continuously developing their technical skills.

The Help Desk Specialist will serve as a primary point of contact for users experiencing hardware, software, network, account, and other technology-related issues. This is a fully on-site role based in Littleton, CO, working a Monday through Friday, 8:00 AM to 4:00 PM schedule. The ideal candidate is a strong problem solver who can communicate technical information clearly to both technical and non-technical users.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support to end users via phone, email, chat, ticketing systems, and in-person.
• Troubleshoot and resolve hardware, software, connectivity, application, and user-access issues.
• Install, configure, maintain, and troubleshoot laptops, desktops, mobile devices, printers, peripherals, and other IT equipment across both Windows and Mac environments.
• Support Microsoft 365, Windows, macOS, and common business applications.
• Assist with user onboarding and offboarding, including account setup, equipment provisioning, permissions, and access management.
• Manage and prioritize support tickets while meeting established service-level expectations.
• Document troubleshooting steps, resolutions, and relevant technical information within the IT service management/ticketing system.
• Escalate complex or recurring issues to senior IT staff, infrastructure teams, security teams, or appropriate vendors.
• Assist with basic network troubleshooting, including connectivity, Wi-Fi, VPN, DNS, and related issues.
• Support endpoint security, patching, antivirus/EDR, and other security-related technologies as directed.
• Provide a high level of customer service and maintain a professional, helpful approach when working with users.

Required Qualifications

• 2+ years of experience in a help desk, desktop support, technical support, or similar IT role; relevant education or certifications may substitute for some experience.
• Experience supporting both Windows and Mac operating systems preferred.
• Strong troubleshooting and problem-solving skills.
• Working knowledge of Windows operating systems, Microsoft 365, and common business applications.
• Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and connectivity troubleshooting.
• Experience with ticketing or IT service management systems.
• Strong verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Strong organizational skills and the ability to manage multiple priorities.
• Demonstrated ability to work independently while knowing when to escalate an issue.

Preferred Qualifications

• Experience supporting Microsoft Entra ID / Azure AD, Active Directory, Intune, or similar technologies.
• Experience with endpoint management and security tools.
• Familiarity with ITIL or other IT service management practices.
• Experience in higher education, nonprofit, or another regulated environment with distributed and hybrid user populations.
• Familiarity with student information systems, learning management systems, and academic technology dependencies.

Ideal Candidate

The ideal candidate is someone who combines technical curiosity with strong customer-service skills. You don't need to know everything, but you should be comfortable digging into a problem, researching potential solutions, communicating with the user throughout the process, and escalating appropriately when an issue goes beyond your level of expertise. We are looking for someone who is dependable, professional, detail-oriented, and eager to continue growing their career in IT.