Service Desk Professional (IT Support)

We are looking for a skilled Service Desk Professional to support our clients both remotely and onsite. In this role, you'll troubleshoot hardware, software, and network issues, improve uptime, and deliver top-tier customer service.

This is an in-office position, Monday-Friday 8 a.m. to 5 p.m., with up to 30% of your time spent at client locations throughout Colorado Springs and surrounding areas.

What You'll Do:

• Provide exceptional first-line support to clients through phone, email, remote sessions, and onsite visits.
• Troubleshoot and resolve hardware, software, Microsoft 365, and network-related issues, escalating when appropriate.
• Use ConnectWise PSA and Datto RMM to manage service requests, monitor systems, and document work performed.
• Maintain clear, thorough documentation of client interactions, resolutions, and follow-up activities.
• Assist with employee onboarding and offboarding by configuring user accounts, devices, and system access.
• Perform proactive system maintenance and monitoring to maximize client uptime and reliability.
• Identify recurring issues and recommend long-term solutions or process improvements.
• Create and maintain internal documentation, troubleshooting guides, and knowledge base articles.
• Apply cybersecurity best practices in daily support activities to help protect client environments.
• Collaborate with teammates while communicating progress, risks, and updates effectively.
• Manage multiple priorities while meeting service level expectations and keeping clients informed of progress.
• Continuously expand your technical knowledge through training, certifications, and hands-on learning opportunities.
• Deliver an outstanding client experience through professionalism, accountability, and a commitment to continuous improvement.
• This position reports to: Service Manager.

• Ability to lift or move up to 30 lbs. on occasion and regularly use stairs while performing onsite and in-office responsibilities
• Participation in an after-hours on-call rotation (shared across the team)
• Comfortable working onsite at client offices up to 30% of the time

What We're Looking For

• 1+ years of experience in a help desk, service desk, or NOC support role
• Strong customer service, communication, and problem-solving skills
• Hands-on experience with Windows OS, Microsoft 365, and general desktop support
• Basic networking knowledge (DNS, DHCP, routers, firewalls)
• A+, Network+, Security+, or Microsoft certifications preferred-or a willingness to obtain them
• MSP experience and familiarity with tools such as ConnectWise PSA and Datto RMM are a plus
• Willingness to adhere to the company's professional dress code and appearance standards.
• Valid driver's license and reliable transportation
• Must pass background and fingerprint checks, * Are you able to pass a background check and fingerprint screening?
• Are you willing to comply with our professional dress code, including wearing dress shoes while working in the office and at client sites?
• Do you currently hold any relevant IT certifications (such as CompTIA A+, Network+, Security+, or Microsoft certifications)? If not, are you willing to obtain them?
• Are you able to work onsite Monday-Friday 8:00AM-5:00PM and participate in an after-hours on-call rotation?

Experience:

• Help desk: 1 year (Required)

License/Certification:

• Driver License (Required)

Pulled from the full job description

• Professional development assistance
• Tuition reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, * Health, dental, and life insurance
• 401(k) retirement plan (eligible after one year of employment)
• Paid holidays and personal time off
• Ongoing training and professional development

Why Join Us?

• Award-winning, family-owned company with a stellar reputation
• Team-oriented culture focused on service excellence
• Meaningful work supporting local businesses every day

If you're ready to make an impact in the world of IT support while helping local organizations thrive, we invite you to apply today! Join our passionate team at Amnet!

Company is an Equal Opportunity Employer - M/F/Veteran/Disabled

Job Type: Full-time

Pay: $21.00 - $28.00 per hour, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Amnet is a family-owned IT and cybersecurity company serving Colorado businesses since 1998. Our team is built on relationships, integrity, service excellence, education and growth. We've been recognized as: * Best IT Consulting Company - Colorado Springs Business Journal (12x) * Best Workplaces - The Gazette * Colorado Company to Watch * BBB Excellence in Customer Service Hall of Fame If you love technology, solving problems, and helping people, you'll thrive here.