Desktop Support / Ticket Triage Specialist

Desktop Support / Ticket Triage Specialist Overview An organization seeking to improve the efficiency and responsiveness of its IT support function is hiring a Desktop Support / Ticket Triage Specialist to bring structure and discipline to ticket management and end-user support. The role focuses on increasing ticket throughput, improving communication, and enhancing overall user experience. This position is well suited for someone who thrives in a fast-paced environment and takes pride in consistent, high-quality execution. Key Responsibilities Manage and resolve a steady volume of technical support requests across end-user systems (40%) Prioritize, triage, and route incoming tickets to ensure timely resolution (30%) Support onboarding and offboarding activities, including system access and device setup (20%) Maintain accurate documentation and ensure all work is clearly communicated and tracked (10%) Core Functions Provide desktop and user support for hardware, software, and access-related issues Perform imaging, setup, and configuration of devices Execute onboarding/offboarding tasks in alignment with established processes Ensure all work activity is properly logged and visible within the ticketing system Escalate issues appropriately with clear context Qualifications Required: Experience working as a Desktop Support / Ticket Triage Specialist or in a similar support role Familiarity with endpoint management tools such as Intune Working knowledge of Microsoft 365 services including Entra ID, Teams, SharePoint, and OneDrive Ability to manage ticket volume while maintaining quality and responsiveness Strong written and verbal communication skills Preferred: Experience supporting structured onboarding/offboarding processes Familiarity with ticketing systems and service management practices Ability to work effectively in a high-demand environment Work Environment Onsite role in the Denver, Colorado area, particularly during initial onboarding Standard full-time schedule, Monday through Friday Performance expectations focused on responsiveness, accuracy, and visibility Success Profile The Desktop Support / Ticket Triage Specialist will succeed by improving ticket flow, reducing backlog, and maintaining strong communication with users. A high-performing Specialist consistently delivers timely resolutions while contributing to a more organized support environment. Why This Role This position provides an opportunity to play a critical role in improving IT operations and end-user satisfaction. The Specialist gains valuable experience in a visible role that contributes directly to organizational efficiency and stability. #J-18808-Ljbffr CFS