Service Desk Technician (Denver or Boulder Colorado)

Arctiq; Denver (CO); On-site; USD 52,000 - 78,000; Full time

Job summary

Arctiq is seeking a technically adept IT Support Specialist to assist users with computer hardware and software issues in a hybrid, full-time role based in Boulder or Denver, Colorado with occasional travel.

Applicants should have a Bachelor's in CS or related field and 3+ years in customer technical support, plus strong M365 and Windows troubleshooting skills and experience with Jira or Zendesk.

Qualifications

• Bachelor’s degree in Computer Science or related field.
• 3+ years of experience in customer technical support preferred.
• Excellent verbal and written communication skills.
• Proficient with M365 apps and Windows troubleshooting.
• Experience using Service Desk tools (Jira/Zendesk/Service Desk Plus).

Responsibilities

• Provide technical assistance and troubleshoot hardware/software issues.
• Handle support via calls, chat, and email; maintain SLAs.
• Guide users through diagnostic steps and resolutions.
• Coordinate with vendors for hardware repairs and shipping.
• Maintain knowledge of technology trends and assist with onboarding.

Skills

M365 Suite

Teams Admin

Windows Troubleshooting

Service Desk Tools

Customer Support

Education

Bachelor’s degree in Computer Science or related field

Tools

Intune MDM

Exchange Online

SharePoint

Jira Service Desk

Zendesk

Job description

Arctiq is a global, intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure, Networking & Connected Experiences, Cybersecurity, Data & AI, Autonomous Operations & Intelligence, and Enterprise Service Management. We help organizations operate, secure, and modernize complex environments by unifying infrastructure, networking, data, security, automation, and observability under a single, integrated operating model. Our work focuses on helping customers reduce operational friction, improve resilience, and make better, faster decisions as their environments evolve. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.

This is a hybrid, full-time opportunity for one of Arctiq’s clients - Can be located in Boulder or Denver, Colorado with occasional travel to other Colorado offices

Position Overview

Provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.

Job Responsibilities

• Identifies, investigates, and resolves users’ problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software, connectivity, printing, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Prioritizing tasks and meeting SLAs in a fast-paced environment.
• Ability to analyze issues, identify root causes, and provide effective solutions.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Assist in setting up and shipping computer hardware to new users.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

Qualifications

• Bachelor’s degree in Computer Science or related field.
• 3+ years of experience in customer technical support highly preferred.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient in managing M365 applications, including Exchange Online, SharePoint, Teams, and OneDrive.
• Experience in troubleshooting Microsoft Teams issues, setting up channels, and managing collaboration features.
• Familiarity with Intune for mobile device management (MDM) and endpoint security.
• Competent in diagnosing and resolving Windows-related problems.
• Skilled in M365 user provisioning, license management, and mailbox administration.
• Proficient in using service desk tools such as Service Desk Plus, Jira Service Desk, or Zendesk.
• Ability to follow instructions, be a team player, handle stress, meet tight deadlines, demonstrate an upbeat demeanor.
• Must be able to lift at least 15 pounds.

Arctiq is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.