Associate Help Desk Specialist

Would you like to develop your skills working for a mission-driven organization while playing an important role in leading the way in Life Sciences? Allo Source is a Bio Tech company headquartered in Centennial, Colorado.

Provides first-line IT support with a strong emphasis on delivering exceptional customer experience. Serves as the primary point of contact for end users, ensuring clear, professional, and empathetic communication while guiding customers through technical issues. Utilize a Service Desk ticketing and knowledge base system to assist computer users with hardware and software problems; technical problems; diagnosing nature of problems; and assisting customers through problem solving steps.

Escalating to senior teammates and vendor partners to resolve the issue. This is a Tier 1 role providing first-line technical support and escalating unresolved issues to Tier 2/Senior team members.

• Deliver high-quality customer support experience by communicating clearly, professionally, and empathetically across all support channels (phone, chat, email, walk-ups interactions).
• Actively collaborate with customers and teammates in resolution of incidents and problems.
• Respond to all support calls and tickets within a defined time based on priority (service levels).
• Maintain a positive and supportive attitude when communicating with requestors.
• Coordinate with other IT staff to ensure appropriate service coverage.
• Maintain a journal of all calls received and log all support incidents to the ticketing system.
• Actively Participate in knowledge sharing and documentation improvements to enhance customer self-service.
• Maintain and work on a list of projects in conjunction with pending service requests.
• Maintain a clean and organized working environment in all IT areas.
• Have a “hands on” approach honoring the organizations mission and goals.
• Must be able to work occasional off hours (nights/weekends) to perform system maintenance or support operations and have the flexibility to be on call on a rotating basis. Must participate in on-call rotation schedule, including occasional evenings/weekends; responds within defined SLA.
• Adhere to and promote proper practices and techniques which are consistent with current operating procedures, training requirements, safety practices and company policies.
• May perform other related duties and responsibilities as assigned.

• High School diploma or equivalent
• 0–1+ years of customer service experience with strong communication skills in person and by phone.
• Demonstrated ability to build trust with customers and maintain professionalism during challenging interactions.
• Ability and willingness to learn new technologies quickly and apply IT troubleshooting skills effectively.
• Exposure to setting clear expectations with customers regarding timelines, next steps, and resolution progress.
• Must have knowledge of Windows operating environment.
• Ability to communicate in English proficiently (speaking, reading, writing, and comprehension)
• Familiarity with Microsoft Office applications

• Associates degree or higher in IT or related field
• Common Industry Certifications including but not limited to MCTS CITP CP, A+, ITIL Foundations, Network+
• 1+ years of IT support experience

• Hardware trouble shooting – Basic Understanding
• Desktop application trouble shooting – Basic Understanding
• Network Topology trouble shooting – Basic Understanding.
• Chat and Online Meetings support – Basic Understanding
• Mobile support – Basic Understanding
• Printer support – Basic Understanding
• Active Directory – Basic Understanding
• Ticketing Systems/Documentation-Basic Understanding

Allo Source is committed to providing equal employment opportunities and does not discriminate against qualified individuals with…