Associate Help Desk Specialist

AlloSource®; Centennial (CO); On-site; USD 24,000 - 26,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life Insurance

Job summary

AlloSource, a mission-driven biotech company based in Centennial, Colorado, is seeking a Tier 1 IT Help Desk associate. You will be the first point of contact for end users, delivering professional, empathetic support across phone, chat, and email.

Responsibilities include guiding customers through technical issues, logging incidents in the ticketing system, collaborating with IT staff, and contributing to knowledge base improvements. A on-call rotation is required.

Qualifications

• High School diploma or equivalent.
• 0–1+ years of customer service experience.
• Ability to communicate in English proficiently.
• Knowledge of Windows operating environment.
• Familiarity with Microsoft Office applications.

Responsibilities

• Provide first-line IT support across phone, chat, email, and walk-ins.
• Guide users through technical issues and diagnose problems.
• Log and track incidents in the ticketing system.
• Escalate complex issues to Tier 2 and vendor partners.
• Maintain documentation and contribute to knowledge base.
• Participate in on-call rotation.

Skills

Customer service

Verbal & written communication

English proficiency

Ability to learn new technologies

Windows OS

Microsoft Office

Education

Associates degree or higher in IT

Tools

Ticketing systems

Knowledge base

Remote assistance tools

Job description

Would you like to develop your skills working for a mission-driven organization while playing an important role in leading the way in Life Sciences? AlloSource is a BioTech company headquartered in Centennial, Colorado.

Summary:

Provides first-line IT support with a strong emphasis on delivering exceptional customer experience. Serves as the primary point of contact for end users, ensuring clear, professional, and empathetic communication while guiding customers through technical issues. Utilize a Service Desk ticketing and knowledge base system to assist computer users with hardware and software problems; technical problems; diagnosing nature of problems; and assisting customers through problem solving steps. Escalating to senior teammates and vendor partners to resolve the issue. This is a Tier 1 role providing first-line technical support and escalating unresolved issues to Tier 2/Senior team members.

Anticipated Application Deadline: June 19, 2026

Pay: $17.31/hr. - $19.07/hr. based upon relevant experience

Shift: Monday – Friday; 8:00am – 5:00pm

Benefits: Medical, Dental, Vision, Life Insurance. Click link for more benefits details: View the 2026 Employee Benefits Summary

Location: 6278 S Troy Circle Centennial, CO 80111

Essential Duties and Responsibilities:

• Deliver high-quality customer support experience by communicating clearly, professionally, and empathetically across all support channels (phone, chat, email, walk-ups interactions).
• Actively collaborate with customers and teammates in resolution of incidents and problems.
• Respond to all support calls and tickets within a defined time based on priority (service levels).
• Maintain a positive and supportive attitude when communicating with requestors.
• Coordinate with other IT staff to ensure appropriate service coverage.
• Maintain a journal of all calls received and log all support incidents to the ticketing system.
• Actively Participate in knowledge sharing and documentation improvements to enhance customer self-service.
• Maintain and work on a list of projects in conjunction with pending service requests.
• Maintain a clean and organized working environment in all IT areas.
• Have a “hands on” approach honoring the organizations mission and goals.
• Must be able to work occasional off hours (nights/weekends) to perform system maintenance or support operations and have the flexibility to be on call on a rotating basis. Must participate in on-call rotation schedule, including occasional evenings/weekends; responds within defined SLA.
• Adhere to and promote proper practices and techniques which are consistent with current operating procedures, training requirements, safety practices and company policies.
• May perform other related duties and responsibilities as assigned.

Requirements:

• High School diploma or equivalent
• 0–1+ years of customer service experience with strong communication skills in person and by phone.
• Demonstrated ability to build trust with customers and maintain professionalism during challenging interactions.
• Ability and willingness to learn new technologies quickly and apply IT troubleshooting skills effectively.
• Exposure to setting clear expectations with customers regarding timelines, next steps, and resolution progress.
• Must have knowledge of Windows operating environment.
• Ability to communicate in English proficiently (speaking, reading, writing, and comprehension)
• Familiarity with Microsoft Office applications

Preferred Experience:

• Associates degree or higher in IT or related field
• Common Industry Certifications including but not limited to MCTS\MCITP\MCP, A+, ITIL Foundations, Network+
• 1+ years of IT support experience

Preferred Skills:

• Hardware trouble shooting – Basic Understanding
• Desktop application trouble shooting – Basic Understanding
• Network Topology trouble shooting – Basic Understanding.
• Chat and Online Meetings support – Basic Understanding
• Mobile support – Basic Understanding
• Printer support – Basic Understanding
• Active Directory – Basic Understanding
• Ticketing Systems/Documentation-Basic Understanding

AlloSource is committed to providing equal employment opportunities and does not discriminate against qualified individuals with disabilities in regard to application procedures, hiring, advancement, discharge, compensation, training, or other terms, conditions, and privileges of employment. If you need a reasonable accommodation to apply for a position, please contact us at 720-873-0213 or [e-mail].

For employment consideration, candidates must apply online, submit a current resume, and meet the minimum qualifications. We do not accept unsolicited resumes. Candidates located within a 50-mile radius of the hiring zip code may receive first consideration.

AlloSource is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law.

AlloSource uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.