Help Desk Technician

We are actively expanding our Enterprise Service Desk and seeking highly motivated Help Desk Technicians to join our team in Colorado Springs. In this role, you won’t just be reading from a script-you will be the first point of contact diagnosing, identifying, and resolving complex technical issues for a large, highly technical user base. You will be supporting the researchers, engineers, and staff behind some of the most critical technology and security initiatives in the country., * Troubleshoot Across Platforms: Diagnose and resolve hardware and software issues across Windows 10, Mac OS & OSX, MS Office (primarily Outlook), and mobile devices. \n

• Network & Access Resolution: Troubleshoot secure remote access issues, including VPN connectivity, LANs, hardware peripherals, and corporate data systems. \n

• Incident Management: Strictly adhere to defined Standard Operating Procedures (SOPs) for incident routing, detailed ticket documentation, escalation protocols, and final resolution. \n

• Educate & Guide: Empower end-users to utilize enterprise tools and information infrastructure effectively. \n

• Team Collaboration: Partner with other Service Desk technicians and infrastructure teams on process improvements, special projects, and overarching IT initiatives. \n

• Experience: A minimum of 1 year of hands-on experience working on a technical help desk within a corporate or enterprise environment. \n

• Technical Proficiency: Proven ability to solve problems with Windows 10, Mac OS & OSX, MS Office applications, and mobile & remote access services. \n

• Communication Skills: Exceptional verbal and written communication skills with the ability to patiently guide non-technical users through complex fixes. \n

• Pacing & Focus: The ability to seamlessly handle high-volume inbound phone support while maintaining impeccable, audit-ready ticket documentation. \n

• Education: A High School diploma or equivalent is required. \n, * Previous experience operating within a strict, highly regulated, or SLA-driven corporate environment.