Service Desk Technician I - Frontline IT Support

Inserso Corporation; Denver, Northern (CO, KY); Hybrid; USD 50,000 - 60,000; Full time

Job summary

Inserso Corporation is seeking a Service Desk Technician Level I for a government customer site in the Denver area. This full-time role supports 24x7x365 operations, assisting users with setup, network issues, and data/interoperability standards while following established processes and knowledge bases.

Candidates will handle tickets via ServiceNow or similar systems, provide first-line support, and collaborate with other teams to route complex issues.

Qualifications

• 1 year of IT support experience, preferably in Help/Service Desk or Call Center environment.
• Experience troubleshooting common technical incidents such as local system setup and local network issues.
• Experience using a Knowledge Base and established procedures to resolve inquiries.
• Experience with Windows operating system and Microsoft Office 365.

Responsibilities

• Answer phones, chat, and/or email and create tickets to help resolve/track user issues.
• Provide first-line support and reference Knowledgebase/manual information.
• Coordinate with colleagues and other support groups as needed.
• Analyze information to choose the best solution for user issues.
• Perform remote diagnostics and troubleshoot client workstations.
• Resolve incidents and assist with password recovery/reset.

Skills

Customer support

Windows OS

O365

ITIL

ServiceNow

Remote troubleshooting

Ticketing systems

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

Zendesk

RDP/BOMGAR

Job description

Inserso Corporation is seeking a Service Desk Technician Level I for a government customer site in the Denver area. This full-time role supports 24x7x365 operations, assisting users with setup, network issues, and data/interoperability standards while following established processes and knowledge bases.

Candidates will handle tickets via ServiceNow or similar systems, provide first-line support, and collaborate with other teams to route complex issues.