First-Response Desktop IT 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

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.