Service Desk Specialist (2 positions)
Job Location:
Denver, CO - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
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 communicationboth verbal and writtenwhile providingtimelyupdates guidance and resolutionsin accordance withestablished service level agreements.
Manage and resolve a caseload of support tickets using theITServiceManagementsystem.
Support and troubleshoot classroom technologyand audiovisual equipment.
Diagnose issues with devices and accounts used to access MSU Denversupported services following documented procedures and industry best practices.
Identifyeffective workarounds and contribute to investigations of underlying or recurring issues.
Troubleshoot network connectivity issues including wireless VPN and wired connections.
Educate customersonnew technologyservices and self-service resources available through MSU Denver.
Manage account related issues such aspassword resets account provisioning group membership management MFA troubleshooting and user account lifecycle management.
Supporttroubleshoot andmaintainhardwaresuch as docking stations monitors printers laptops andadditionalperipherals.
Assistwith 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 updatesidentifytrends celebrate successes and ask and answer questions.
Develop subject-matterexpertisein 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.
Identifyduplicate inefficient or outdated processes and recommend improvements.
Participate in division- or university-wide projects as a technical contributor and advocate foran excellentcustomer experience.
Engageinongoing professional development opportunities.
Recognize and appropriately escalate potential information security concerns.
Technical Writing & Knowledge Sharing:
Create andmaintaintechnical 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:
Performadditionaltasks and specialprojects asassigned by the Service Desk Manager.
Position Competencies:
Demonstrates values-based leadership by modeling CADRE values building trust through self-awareness and emotional intelligence seeking feedback and navigating conflict productively.
Ensures operational effectiveness by managing priorities time and resources responsibly adhering to policies delivering measurable results and meeting performance expectations.
Aligns individual work with team and departmental goals by contributing to shared priorities seeking clarity and adapting to change in support of the 2030 Strategic Plan.
Practices collaboration by communicating clearly checking for understanding building strong relationships and engaging diverse perspectives to achieve shared outcomes.
Advances equity and belonging with awareness of culture and potential biases listens openly to diverse perspectives contributing to respectful and inclusive work relationships.
Innovates by developing professional skills staying informed on relevant trends and identifying opportunities to improve processes and outcomes.
Required Qualifications:
Experience providing customer service in an information technology environment.
Experience using an IT Service Management (ITSM) platform such asTeamDynamix ServiceNow Jira Service ManagementFreshservice or similar.
Proficiencywith common productivity and collaboration tools including Microsoft 365 (Outlook Word Teams OneDrive).
Experience supporting and troubleshooting Windowsand macOSoperating systems.
Strong written and verbal communication skills.
Important Note: Applicants must clearly demonstrate in their resume how their experience meets all required qualifications.
Preferred Qualifications:
Experience working in higher education or a universityITenvironment.
Familiarity with basic networking concepts including wireless VPN and wired connectivity.
Experience supporting a Learning Management System (e.g. Canvas Blackboard D2L).
Understanding ofidentity and account management services such as Active DirectoryEntraMFA and single sign-on (SSO).
Experience mentoring training or supporting others especially student employees or interns.
Bachelors degree from an accredited college or university or relevant industry certifications (e.g. CompTIA A ITIL Foundation HDI Desktop Support Technician).
Our commitment to CADRE:
At MSU Denver we are committed to our CADRE values: Community Access Diversity Respect and Excellence. We strive to create a supportive and inclusive environment where all community members are valued and belong. Our dedication to breaking down barriers to education fostering open dialogue and promoting world-class scholarship ensures that we provide exceptional services and innovative learning opportunities for our students faculty and staff.
Work Schedule Information
Full-time40 hoursper week.
Exempt.
Work Hours: MondayFriday 8:00 a.m. 5:00 p.m.
Weekend Work: Occasional evening or weekend work may berequiredfor system changes.
Travel: Conference opportunities may require travel.
Schedule: Hybrid work arrangement with on-site presence required three days per week.
Salary for Announcement
Under Colorado law MSU Denver is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account a variety of factors including but not limited to experience skills knowledge abilities education licensure and certifications analysis of internal equity and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.
The anticipated hiring range is $52934 - $56700
This position is paid monthly and is eligible for MSU Denver benefits.
Instructions to Apply
For full consideration please submit the following documents:
Resume
Cover letter describing relevant job experiences as they relate to listed job qualifications and interest in the position
Professional references and their contact information will be requested from the finalist/s. At least one reference provided must be a supervisor (either current or former).
Official transcripts may be required of the candidate selected for hire.
Deadline:
Applications accepted until position filled; priority given to applications received by August 31 2026.
Open Until Filled
The Universitys benefits package is comprehensive and offers medical vision and dental free RTD pass tuition reimbursement as well as a life and supplemental insurance plans retirement plans and other programs such as accessto a long-term disability (LTD) MSU Denversbenefits websiteto learn more.
For a brief overview please see: University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act please contact the Human Resources ADA Coordinator at.
Background Checks
Metropolitan State University of Denver is dedicated to ensuring a safe and secure environment for our faculty staff students and visitors. To Assist in achieving that goal we conduct background checks on all finalists for positions at the University prior to employment.
Metropolitan State University of Denver is a unique access-oriented campus community that values diversity equity and inclusion in all its forms. Our student population consists of nearly 58% first generation students and over 50% students of color. We are a designated Hispanic Serving Institution located in downtown Denver.
We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion. We greatly value the diverse identities and perspectives of our students faculty and staff and recognize that in order to achieve a just and equitable society diversity must go beyond simple representation. It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.
Required Experience:
IC
About Company
MSU Denver is home to the best educational value in Colorado. With over 100 majors and minors, more than 10 graduate programs and 42 certificates, you will find high-quality, accessible, enriching education that prepares you for a successful career. MSU Denver offers the best educat ... View more
