IT Help Desk Specialist I (Windows/macOS)

Colorado State University

United States

On-site

USD 45,000 - 60,000

Full time

2 days ago

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Job summary

Colorado State University is seeking an IT Support Technician within the College of Natural Sciences to provide first-line technical support for faculty, staff, and students. You will handle incidents, service requests, and desktop deployments while delivering excellent customer service.

Responsibilities include supporting Windows and macOS devices, Microsoft 365 apps, and entering accurate records in the ticketing system.

Qualifications

Associate degree in Information Technology, Computer Information Systems, or related field; or equivalent combination of education and experience.
Demonstrated working knowledge of Windows and macOS operating systems, including basic troubleshooting and end‑user support.
Experience using and supporting Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
Strong customer service skills with the ability to communicate technical information clearly and professionally to users with varying levels of technical expertise.
Must be able to meet the physical demands of job which include ability to lift/move up to 25 lbs.

Responsibilities

Serve as the primary point of contact for IT support requests, providing timely and professional assistance to faculty, staff, researchers, and students through phone, email, ticketing systems, remote support, and in-person interactions.
Troubleshoot and resolve Tier 1 hardware, software, peripheral, and connectivity issues for Windows and macOS devices, escalating complex issues as appropriate.
Install, configure, deploy, and maintain desktop and laptop computers, operating systems, applications, printers, and related endpoint technologies.
Support Microsoft 365 services and applications, including Outlook, Teams, OneDrive, SharePoint, Bookings, shared mailboxes, distribution lists, and collaboration tools.
Assist users with account‑related services, including MFA, email configuration, password‑related issues, and access requests in accordance with established procedures.
Document incidents, service requests, troubleshooting activities, and resolutions within the IT service management system to ensure accurate recordkeeping and knowledge sharing.
Support computer deployment, replacement, and onboarding initiatives by preparing systems, equipment, and accounts for new employees and student workers.
Maintain assigned technology inventory records and contribute to the development and maintenance of technical documentation and knowledge base resources.