Desktop Support Specialist

LanceSoft, Inc.; Fort Collins (CO); On-site; USD 38,000 - 54,000; Full time

Job summary

LanceSoft, Inc. is seeking a technically curious on-site IT support professional to join our team in Fort Collins. You will provide first-level triage and hands-on help at the Geek Street desk, document issues, and communicate status to users.

The role requires patience, clear note-taking, and a customer-oriented mindset. Familiarity with Windows troubleshooting, basic MacOS, PowerShell, and networking concepts is preferred, and CompTIA A+ is a plus. Training provided.

Qualifications

• Basic understanding of Windows troubleshooting.
• Customer-oriented mindset.
• Ability to take clear notes to capture problems correctly.
• General understanding of MacOS is helpful but not required.
• PowerShell or CLI familiarity.
• CompTIA A+ certification.
• Familiarity with networking concepts (DNS, LAN, WAN).

Responsibilities

• Provide first level triage and technical support to employees through tickets and in-person at the Geek Street desk.
• Analyze technician workflows to identify areas of improvement and optimization.
• Identify workflows lacking supporting documentation.
• Assist IT with system provisioning and device refresh/replacements.
• Documentation writing.
• Maintain physical and virtual asset stockroom.
• Support IT project goals.
• Set up devices or mobile accessories.
• Communicate status updates with internal clients.
• Prioritize requests and ensure timely closures.
• Learn from and work with a senior IT technician on escalations and knowledge sharing.

Skills

Windows troubleshooting

Customer service

Notes capture

MacOS knowledge

PowerShell/CLI

CompTIA A+

Networking basics

Education

Tech-related degree

Job description

Our team is looking for a professional with an interest in technology and who works well in a customer-facing role that can patiently take the time to understand an issue in order to properly document it and can comfortably navigate a PC to perform basic troubleshooting.

ONSITE: This is an on-site position, as this is a hands-on technical support role.

WHAT YOU'LL BE DOING:

• Providing first level triage and technical support to employees through tickets and in-person at the Geek Street support desk
• Analyzing technician (peer) workflows to identify areas of improvement and optimization
• Identifying technician workflows which do not have supporting process documentation
• Assisting the IT team with system provisioning and device refresh/replacements.
• Documentation writing
• Physical and Virtual asset stockroom maintenance
• Supporting IT project goals
• Helping to set up devices or mobile accessories
• Communicating status updates with internal clients
• Ensuring that requests are being prioritized and closed in a timely manner
• Working alongside a senior IT technician who can assist you with any escalations and can provide guidance to advance your knowledge of IT support
• Learning and adhering to company policies and procedures regarding IT security and data privacy Engage in knowledge-sharing sessions and training to enhance technical skills.

PREFFERED QUALIFICATIONS:

• Basic understanding of Windows troubleshooting
• Customer-oriented mindset
• Ability to take clear notes to capture problems correctly
• A general understanding of MacOS would be helpful but is not required.
• PowerShell or command line (CLI) familiarity
• CompTIA A+ certification
• Familiarity with networking concepts (DNS, LAN, WAN)

WHO WE'RE LOOKING FOR:

• Someone who can comfortably navigate a PC to perform basic troubleshooting
• People who can patiently take the time to understand an issue in order to properly document it
• Candidates who have an interest in technology and who work well in a customer-facing role
• Good communication skills, both verbal and written, for assisting users and documenting issues
• Ability to work in a team and learn from others
• Patience and a customer-focused attitude to help non-technical users
• Degrees related to technology such as Management Information Systems, Business Technology Management, or Information Technology, ideal but not required.