Service Desk Specialist

DDRC; Lakewood (CO); On-site; USD 65,904,000 - 72,495,000; Full time

Benefits offered by this job

Medical Benefits

Dental

Vision

401(k) match

Life Insurance

FSA

Vacation & Sick

Holiday Pay

PSFL Program

Job summary

DDRC is seeking a Service Desk Specialist to provide frontline IT support for staff, handling issues across hardware, software, and network. This in-office role at our Central Headquarters requires strong customer service, technical proficiency, and the ability to manage multiple tickets and priorities.

You will administer user accounts, assist with device deployments, and collaborate with teams to maintain secure, reliable technology services. Some travel to other DDRC locations may be required.

Qualifications

• Minimum three (3) years of Help Desk/Service Desk or technical support experience in a Windows-based environment.
• Proficiency with Windows operating systems and Microsoft 365 applications.
• Experience with VPNs, Active Directory, and user account administration.
• Experience supporting PCs, laptops, printers, mobile devices, and peripherals.
• Strong customer service skills and clear communication.

Responsibilities

• Provide first-point IT support via phone, email, remote, and ticketing system.
• Troubleshoot and maintain hardware, software, connectivity, and access issues.
• Manage user accounts, onboarding/offboarding, and licenses.
• Configure and deploy equipment; support system upgrades and deployments.
• Collaborate with teams and vendors to deliver reliable IT services.

Skills

Help Desk

Customer Service

Windows OS

Microsoft 365

Active Directory

VPN technologies

Account administration

Mobile devices

IT support

Onboarding

Security compliance

Education

High school diploma or GED

Associate degree in Information Technology

Tools

IT ticketing systems

Apple/iOS support

Job description

Join a Mission That Matters

We are seeking a customer-focused and technically skilled Service Desk Specialist to join our IT team. In this role, you will serve as the primary point of contact for employees requiring technical support, providing first and second-level assistance for hardware, software, network, telecommunications, and access-related issues. You will play a vital role in maintaining reliable technology services by troubleshooting and resolving technical problems, managing user accounts, deploying technology solutions, and ensuring timely response to incidents and service requests.

Compensation:

$23.00-$25.30/hour

Benefits

• Medical Benefits - $30/month for an individual (opportunity to add dependents) $750 deductible, 100% covered after.
• Dental
• Vision
• 401(k) - 3% employer match
• Life Insurance
• Flexible Spending Account
• Vacation/Sick Accrual
• Holiday Pay
• Eligibility to participate in the Public Student Loan Forgiveness (PSFL) Program

What You’ll Do:

• Provide exceptional IT support by serving as the first point of contact for employees, resolving technical issues through phone, email, remote support, and the ticketing system.
• Troubleshoot and maintain technology including computers, mobile devices, printers, operating systems, network connectivity, Microsoft 365 applications, collaboration tools, and other business systems.
• Manage user access and technology resources by administering accounts and permissions, supporting onboarding and offboarding, maintaining technology inventories, and tracking software licenses and equipment lifecycles.
• Support workplace technology and projects by configuring and deploying equipment, assisting with system upgrades and implementations, and supporting conference room, audiovisual, phone, and virtual meeting technologies.
• Collaborate and drive continuous improvement by documenting solutions, creating knowledge base resources, coordinating with vendors and technical teams, ensuring compliance with security standards, and following up to deliver an outstanding customer experience.

What We’re Looking For:

• High school diploma or GED required; Associate degree in Information Technology, Computer Science, or related field preferred.
• Minimum three (3) years of Help Desk, Service Desk, or technical support experience in a Windows-based environment.
• Working knowledge of Microsoft Windows operating systems, Microsoft 365 applications, VPN technologies, Active Directory, and user account administration.
• Demonstrated experience supporting PCs, laptops, printers, mobile devices, tablets, and peripheral equipment.
• Ability to diagnose, troubleshoot, and resolve hardware, software, connectivity, and user access issues.
• Strong customer service skills with the ability to communicate effectively with both technical and non-technical users.
• Excellent organizational, interpersonal, verbal, and written communication skills.
• Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
• Ability to work independently and collaboratively within a team environment.
• Professional demeanor, adaptability, willingness to learn, and commitment to continuous improvement.
• Ability to travel to and support multiple organizational locations as needed.

Preferred

• Experience with service desk ticketing systems and IT service management tools.
• Experience supporting Apple/iOS devices and environments.
• Experience in nonprofit, healthcare, or human services organizations.
• One or more industry certifications such as:
• CompTIA A+
• Network+
• Microsoft Certified Desktop Administrator Associate
• Other relevant Microsoft Certifications

At DDRC, you’ll have the opportunity to:

• Make a meaningful impact in the lives of individuals and families in our community.
• Partner directly with leaders across the organization to shape workforce strategy.
• Influence talent acquisition, compensation, engagement, and culture initiatives.
• Work in a collaborative, mission-driven environment that values diversity, inclusion, and continuous improvement.

Work Environment

This is an in-office position, based at our Central Headquarters and provides both onsite and remote support to our employees. Only current residents of Colorado will be considered for this role. This Occasional travel to other DDRC locations may be required to assist with technology deployments, troubleshooting, and support needs. The role requires the ability to manage multiple priorities in a fast-paced environment while maintaining professionalism, sound judgment, and confidentiality when handling sensitive organizational and user information.

Developmental Disabilities Resource Center: Our Story

At DDRC, we are dedicated to empowering individuals with intellectual and developmental disabilities (IDD) and supporting their families. Serving our community since 1964, DDRC has remained a cornerstone in providing essential resources, services, and advocacy to foster inclusion and opportunity for those we serve. Offering an array of services from Early Intervention to adult services including residential and employment support, our comprehensive services are designed to help individuals thrive at every stage of life. With the support of over 300 passionate staff members, DDRC remains committed to creating a world where everyone is valued, respected, and encouraged to reach their full potential.

Equal Opportunity Employer

DDRC is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will be considered without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, veteran status, or any other legally protected status. Reasonable accommodation is available for qualified individuals with disabilities throughout the application and employment process.