Desktop Support Specialist

Reports To Manager, Datacenter and Endpoint Support Salary Range $26 to $36 per hour Job Summary The IT Desktop Support Specialist serves as the first point of contact for end-user technical support. This role is responsible for delivering timely, professional, and customer-focused support for hardware, software, and basic network issues. The Tier 1 Specialist resolves common incidents and service requests, documents solutions, and escalates complex issues to Tier 2 or Tier 3 (management) teams in accordance with established Service Desk procedures. Key Responsibilities Provide first-level technical support for desktops, laptops, peripherals, printers, and mobile devices. Assist users with password resets, account access, VPN connectivity, and basic network troubleshooting. Log, track, and manage incidents and service requests using the IT Service Management (ITSM) system and within 3 rd party vendor ticketing systems. Follow established service level agreements (SLAs) and escalation paths to ensure timely resolution. Clearly document troubleshooting steps, resolutions, and user communications. Deliver courteous, professional, and clear communication with all end users. Assist with workstation setup, deployment, replacement, and decommissioning. Maintain accurate asset and inventory records for end-user devices. Contribute to knowledge base articles and follow documented procedures. Identify recurring issues and suggest process or documentation improvements. Required Qualifications High school diploma or equivalent required; Associate degree or relevant IT coursework preferred. 0–2 years of experience in an IT Help Desk, Service Desk, or Desktop Support role. Basic understanding of Windows operating systems, Microsoft 365, and common desktop hardware. Strong customer service, communication, and problem-solving skills. Preferred Qualifications Experience with ITSM or ticketing tools (e.g., ServiceDesk+, ServiceNow, or similar). Knowledge of with Active Directory, basic networking concepts, and endpoint management tools. Familiar with web-based endpoint support tools (Intune, Endpoint Support, or similar). Familiar with Multifactor Authentication tools (Entra ID, Okta, OneLogin, or similar). Entry-level IT certifications such as CompTIA A+ or equivalent. Physical & Work Environment Requirements Ability to lift and move IT equipment up to 40 pounds. Ability to work at a desk or user workstation for extended periods. Ability to provide deskside White Glove Support for VIPs. Occasionally travel to ML Holdings Company locations within the Metro Denver area. Success Factors Strong attention to detail and documentation accuracy. Demonstrates a commitment to continuous learning and development within IT support and operations. #J-18808-Ljbffr ML Holdings Company