Service Desk Specialist

Metropolitan State University of Denver; Denver (CO); Hybrid; USD 53,000 - 57,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Free RTD pass

Tuition reimbursement

Retirement plans

Life & LTD insurance

Job summary

Metropolitan State University of Denver in Denver, CO, seeks a Service Desk Specialist to deliver frontline IT support to students, faculty, and staff. You will handle tickets and assist with Microsoft 365, Canvas, SCCM, JAMF, Intune, and Banner while collaborating across ITS teams.

The role emphasizes customer service, knowledge sharing, and mentoring student employees, with a strong focus on effective communication and problem-solving.

Qualifications

• Experience providing customer service in an information technology environment.
• Strong written and verbal communication skills.
• Experience using ITSM platforms such as TeamDynamix, ServiceNow, Jira Service Management, or Freshservice.

Responsibilities

• Provide frontline technical support via phone, chat, and in-person assistance.
• Manage and resolve a caseload of support tickets in the ITSM system.
• Support and troubleshoot classroom technology and audiovisual equipment.
• Diagnose issues with devices and accounts accessing MSU Denver services.
• Troubleshoot network connectivity issues (Wi-Fi, VPN, wired).
• Educate customers on new technology services and self-service resources.

Skills

Customer service

Written & verbal communication

Education

Bachelor's degree or higher

Tools

ITSM platforms (TeamDynamix)

ServiceNow

Jira Service Management

Freshservice

Microsoft 365

Job description

Department Client Services

Position Summary

Service Desk Specialists are the first point of contact for IT support for MSU Denver students, faculty, and staff. We understand the interconnectedness of all our IT systems and services, and we excel at helping our clients navigate them.

Reporting to the Service Desk Manager, you will provide frontline technical support via phone, chat, and occasional in-person assistance. You will work across a broad range of systems, including Microsoft 365, Canvas, SCCM, JAMF, Intune, and Banner, and collaborate closely with every team within IT Services.

Your inquisitiveness will serve you well, and we want to foster your professional growth and skills in areas that interest you. You value knowledge-sharing, ask thoughtful questions, and enjoy learning how systems connect. You will also play a key role in supporting student success by advocating for customers and mentoring student employees.

This is a hybrid position requiring on-site presence three days per week.

Technical Support

• Deliver exceptional customer service through clear, professional communication,both verbal and written,while providingtimely updates, guidance, and resolutionsin accordance with established service level agreements.
• Manage and resolve a caseload of support tickets using theITServiceManagementsystem.
• Support and troubleshoot classroom technologyand audiovisual equipment.
• Diagnose issues with devices and accounts used to access MSU Denver-supported services, following documented procedures and industry best practices.
• Identifyeffective workarounds and contribute to investigations of underlying or recurring issues.
• Troubleshoot network connectivity issues, including wireless, VPN, and wired connections.
• Educate customerson new technology services and self-service resources available through MSU Denver.
• Manage account related issues such as password resets, account provisioning, group membership management, MFA troubleshooting, and user account lifecycle management.
• Support, troubleshoot, and maintain hardware such as docking stations, monitors, printers, laptops, and additional peripherals.
• Assist with endpoint deployment, management, and troubleshooting using SCCM, Intune, and JAMF.

Collaboration & Engagement

• Mentor and onboard student employees through structured training, one-on-one coaching, and skills evaluations.
• Actively engage with peers through collaboration tools to s hare updates,identify trends, celebrate successes, and ask and answer questions.

Technical Writing & Knowledge Sharing

• Create and maintain technical documentation and solutions for the ITS knowledge base.
• Deliver training to peers on processes and advanced technical solutions.
• Write clear, comprehensive client communications through the ticketing system.

Other Duties

• Perform additional tasks and special projects as assigned by the Service Desk Manager.

Position Competencies

• Demonstrates values-based leadership by modeling CADRE values, building trust through self-awareness and emotional intelligence, seeking feedback, and navigating conflict productively.
• Ensures operational effectiveness by managing priorities, time, and resources responsibly, adhering to policies, delivering measurable results, and meeting performance expectations.
• Aligns individual work with team and departmental goals by contributing to shared priorities, seeking clarity, and adapting to change in support of the 2030 Strategic Plan.
• Practices collaboration by communicating clearly, checking for understanding, building strong relationships, and engaging diverse perspectives to achieve shared outcomes.
• Advances equity and belonging with awareness of culture and potential biases, listens openly to diverse perspectives, contributing to respectful and inclusive work relationships.
• Innovates by developing professional skills, staying informed on relevant trends, and identifying opportunities to improve processes and outcomes.

Required Qualifications

• Experience providing customer service in an information technology environment.
• Experience using an IT Service Management (ITSM) platform such as TeamDynamix, ServiceNow, Jira Service Management, Freshservice, or similar.
• Proficiency with common productivity and collaboration tools, including Microsoft 365 (Outlook, Word, Teams, OneDrive).
• Experience supporting and troubleshooting Windows and macOS operating systems.
• Strong written and verbal communication skills.

Important Note: Applicants must clearly demonstrate in their resume how their experience meets all required qualifications.

Preferred Qualifications

• Experience working in higher education or a university IT environment.
• Familiarity with basic networking concepts, including wireless, VPN, and wired connectivity.
• Experience supporting a Learning Management System (e.g., Canvas, Blackboard, D2L).
• Understanding of identity and account management services such as Active Directory, Entra, MFA, and single sign-on (SSO).
• Experience mentoring, training, or supporting others, especially student employees or interns.
• Bachelor's degree from an accredited college or university or relevant industry certifications (e.g., CompTIA A+, ITIL Foundation, HDI Desktop Support Technician).

Our commitment to CADRE

At MSU Denver, we are committed to our CADRE values: Community, Access, Diversity, Respect, and Excellence. We strive to create a supportive and inclusive environment where all community members are valued and belong. Our dedication to breaking down barriers to education, fostering open dialogue, and promoting world-class scholarship ensures that we provide exceptional services and innovative learning opportunities for our students, faculty, and staff.

Work Schedule Information

Full-time,40 hoursper week.

Exempt.

Work Hours: Monday-Friday, 8:00 a.m. - 5:00 p.m.

Weekend Work: Occasional evening or weekend work may berequiredfor system changes.

Travel: Conference opportunities may require travel.

Schedule: Hybrid work arrangement with on-site presence required three days per week.

Salary for Announcement

Under Colorado law, MSU Denver is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account a variety of factors including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The anticipated hiring range is $52,934 - $56,700

This position is paid monthly and is eligible for MSU Denver benefits.

Benefits

The University's benefits package is comprehensive and offers medical, vision and dental, free RTD pass, tuition reimbursement, as well as a life and supplemental insurance plans, retirement plans and other programs, such as accessto a long-term disability (LTD) plan.Visit MSU Denver'sbenefits websiteto learn more.

For a brief overview, please see: https://www.msudenver.edu/wp-content/uploads/2024/01/MSU-Benefit-Summary.pdf.

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator [e-mail].

Background Checks

Metropolitan State University of Denver is dedicated to ensuring a safe and secure environment for our faculty, staff, students, and visitors. To Assist in achieving that goal, we conduct background checks on all finalists for positions at the University prior to employment.

Diversity Statement

Metropolitan State University of Denver is a unique, access-oriented campus community that values diversity, equity, and inclusion in all its forms. Our student population consists of nearly 58% first generation students and over 50% students of color. We are a designated Hispanic Serving Institution located in downtown Denver.

We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion. We greatly value the diverse identities and perspectives of our students, faculty, and staff and recognize that in order to achieve a just and equitable society, diversity must go beyond simple representation. It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.