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 Desktop Support / Ticket Triage Specialist will focus on increasing ticket throughput, improving communication, and enhancing overall user experience.

This Desktop Support / Ticket Triage Specialist role is well suited for someone who thrives in a fast-paced environment and takes pride in consistent, high-quality execution.

• 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%)

• 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

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 , Teams, SharePoint, and One Drive
• 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

• 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

The Desktop Support / Ticket Triage Specialist will succeed by improving ticket flow, reducing backlog, and maintaining strong communication with users. A high-performing Desktop Support / Ticket Triage Specialist will consistently deliver timely resolutions while contributing to a more organized support environment.

This Desktop Support / Ticket Triage Specialist position provides an opportunity to play a critical role in improving IT operations and end-user satisfaction. The Desktop Support / Ticket Triage Specialist will gain valuable experience in a visible role that contributes directly to organizational efficiency and stability.