Our large public sector client is seeking a Desktop Support Specialist II to support their team. This is a 12+ month assignment with potential extensions/conversion to permanent. This position is 100% onsite in downtown Denver.
What You’ll Do
As an IT Desktop Support Technician, you will provide advanced support for hardware, software, and peripherals, ensuring reliable and efficient operations. You will collaborate with fellow technicians to diagnose and resolve complex Windows and occasional macOS issues while thoroughly documenting each resolution. In this role, you will create and maintain both technician-facing and user-facing knowledge base articles to drive consistency and empower end users. You will also contribute to problem management and root cause investigations, helping identify trends and long-term solutions. Your work will support the continuous improvement of desktop standards, tools, and processes across the organization.
Responsibilities
· Install, upgrade, troubleshoot, and maintain endpoint hardware, software, and peripherals.
· Respond to calls, chats, service tickets, and dispatched requests to deliver timely technical support.
· Diagnose and resolve endpoint network, software, and hardware issues with a focus on high-quality service.
· Support, troubleshoot, and configure POS system peripherals and hardware to ensure reliable and efficient operation.
· Communicate clearly with users to reinforce proper computer use and policies while demonstrating excellent customer service skills.
· Provide ad-hoc training to individuals and groups on hardware and software systems.
· Collaborate with other IT teams to resolve complex incidents and service requests.
· Maintain accurate, up-to-date inventory of computer equipment through the organization’s support platform.
· Create and maintain knowledge base articles for both technicians and end users.
· Record, update, and document all requests and activities in ServiceNow, along with completing other assigned duties.
· Assist with office moves, including moving, connecting, and setting up IT equipment.
· Perform all necessary tasks related to IT support for assigned agencies and supported locations.
· Collaborate and work effectively as part of a team, including attending team meetings, participating in cross-team discussions, and completing regular check-ins with your manager.
What You’ll Bring
· Experience supporting Windows 11
· Experience supporting Microsoft Office 365
· Experience working in an operational environment with interaction with infrastructure, applications, service management, senior management, and agency/business representatives
· Customer Service skills
· Communication skills -written and verbal
· ServiceNow experience preferred
· Experience and knowledge in ITIL process handling incident, change and problem managements
· Independent self-starter able to collaborate actively with others in a cross-functional team
· Excellent organization skills and attention to detail, ability to meet deadlines and manage priorities
· SCCM, macOS, Microsoft Intune experience a plus
Required Minimum Qualifications
· Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
· Experience Requirement: Two+ (2) years of Information Technology experience performing user support of desktop, legacy systems, and/or Information Technology communications systems.
· Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirement.
HIRING SALARY RANGE: $28.00 per hour - $30.00 per hour (Salary to be determined by the education, experience, knowledge, skills, abilities of the applicant, internal equity, and alignment with market data.)
Istonish is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status
Pay: $28.00 - $30.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Ability to Commute:
- Denver, CO 80202 (Required)
Work Location: In person
