Service Desk Specialist

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 providing timely updates, guidance, and resolutions in accordance with established service level agreements.

• Manage and resolve a caseload of support tickets using the IT Service Management system.

• Support and troubleshoot classroom technology and audiovisual equipment.

• Diagnose issues with devices and accounts used to access MSU Denver-supported services, following documented procedures and industry best practices.

• Identify effective workarounds and contribute to investigations of underlying or recurring issues.

• Troubleshoot network connectivity issues, including wireless, VPN, and wired connections.

• Educate customers on 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 share updates, identify trends, celebrate successes, and ask and answer questions.

• Develop subject-matter expertise in 3-5 systems administered by other IT teams (e.g., Security, Networking, and Application Services) and serve as a resource for the Service Desk to increase cross-team knowledge and cultivate relationships across IT Services.

• Identify duplicate, inefficient, or outdated processes and recommend improvements.

• Participate in division- or university-wide projects as a technical contributor and advocate for an excellent customer experience.

• Engage in ongoing professional development opportunities.

• Recognize and appropriately escalate potential information security concerns.

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.