Desktop Support Specialist

ML Holdings Company; Denver (CO); On-site; USD 36,000 - 50,000; Full time

Job summary

ML Holdings Company is seeking an IT Desktop Support Specialist who serves as the first point of contact for end-user technical support, handling hardware, software, and basic network issues with professionalism and courtesy.

The role resolves common Tier 1 incidents, logs and tracks requests in the ITSM system, and escalates complex problems to Tier 2 or 3 while following established SLAs and procedures to ensure timely resolution.

Qualifications

• High school diploma or equivalent required; Associate degree or IT coursework preferred.
• 0–2 years of experience in an IT Help Desk or Desktop Support role.
• Basic understanding of Windows operating systems, Microsoft 365, and common desktop hardware.
• Strong customer service, communication, and problem-solving skills.

Responsibilities

• Provide first-level technical support for desktops, laptops, peripherals, printers, and mobile devices.
• Assist users with password resets, account access, VPN connectivity, and basic network troubleshooting.
• Log, track, and manage incidents and service requests using ITSM and third-party ticketing systems.
• Follow SLAs and escalation paths to ensure timely resolution.
• Document troubleshooting steps, resolutions, and user communications.
• Deliver courteous, professional communication with end users.
• Assist with workstation setup, deployment, replacement, and decommissioning.
• Maintain accurate asset and inventory records for end-user devices.
• Contribute to knowledge base articles and documented procedures.
• Identify recurring issues and suggest process or documentation improvements.

Skills

Customer service

Communication

Problem-solving

Desktop support

VPN connectivity

Documentation

Education

High school diploma or equivalent

Associate degree or IT coursework

Tools

ServiceDesk+

ServiceNow

Active Directory

Intune

Endpoint Management

Entra ID

Okta

OneLogin

Job description

Reports To

Manager, Datacenter and Endpoint Support

Salary Range

$26 to $36 per hour

Job Summary

The IT Desktop Support Specialist serves as the first point of contact for end-user technical support. This role is responsible for delivering timely, professional, and customer-focused support for hardware, software, and basic network issues. The Tier 1 Specialist resolves common incidents and service requests, documents solutions, and escalates complex issues to Tier 2 or Tier 3 (management) teams in accordance with established Service Desk procedures.

Key Responsibilities

• Provide first-level technical support for desktops, laptops, peripherals, printers, and mobile devices.
• Assist users with password resets, account access, VPN connectivity, and basic network troubleshooting.
• Log, track, and manage incidents and service requests using the IT Service Management (ITSM) system and within 3 rd party vendor ticketing systems.
• Follow established service level agreements (SLAs) and escalation paths to ensure timely resolution.
• Clearly document troubleshooting steps, resolutions, and user communications.
• Deliver courteous, professional, and clear communication with all end users.
• Assist with workstation setup, deployment, replacement, and decommissioning.
• Maintain accurate asset and inventory records for end-user devices.
• Contribute to knowledge base articles and follow documented procedures.
• Identify recurring issues and suggest process or documentation improvements.

Required Qualifications

• High school diploma or equivalent required; Associate degree or relevant IT coursework preferred.
• 0–2 years of experience in an IT Help Desk, Service Desk, or Desktop Support role.
• Basic understanding of Windows operating systems, Microsoft 365, and common desktop hardware.
• Strong customer service, communication, and problem-solving skills.

Preferred Qualifications

• Experience with ITSM or ticketing tools (e.g., ServiceDesk+, ServiceNow, or similar).
• Knowledge of with Active Directory, basic networking concepts, and endpoint management tools.
• Familiar with web-based endpoint support tools (Intune, Endpoint Support, or similar).
• Familiar with Multifactor Authentication tools (Entra ID, Okta, OneLogin, or similar).
• Entry-level IT certifications such as CompTIA A+ or equivalent.

Physical & Work Environment Requirements

• Ability to lift and move IT equipment up to 40 pounds.
• Ability to work at a desk or user workstation for extended periods.
• Ability to provide deskside White Glove Support for VIPs.
• Occasionally travel to ML Holdings Company locations within the Metro Denver area.

Success Factors

• Strong attention to detail and documentation accuracy.
• Demonstrates a commitment to continuous learning and development within IT support and operations.