Service Desk Technician; Denver or Boulder Colorado

Hybrid, full-time position located in Boulder or Denver, Colorado, with occasional travel to other Colorado offices.

Provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.

• Identify, investigate, and resolve users’ problems with computer software and hardware.
• Field support calls, chat, email, and other communications from users regarding software, connectivity, printing, and similar concerns.
• Consult with users to determine steps and procedures taken to identify and resolve the problem.
• Prioritize tasks and meet SLAs in a fast-paced environment.
• Analyze issues, identify root causes, and provide effective solutions.
• Guide users through diagnostic and troubleshooting processes, including use of diagnostic tools and software and/or following verbal instructions.
• Collaborate with other staff to research and resolve problems.
• Assist in setting up and shipping computer hardware to new users.
• Arrange service by software or hardware vendors to repair or replace defective products.
• Maintain knowledge of technology innovations and trends.
• Perform other related duties as assigned.

• Bachelor’s degree in Computer Science or related field.
• 3+ years of experience in customer technical support highly preferred.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient in managing M365 applications, including Exchange Online, SharePoint, Teams, and One Drive.
• Experience troubleshooting Microsoft Teams issues, setting up channels, and managing collaboration features.
• Familiarity with Intune for mobile device management and endpoint security.
• Competent in diagnosing and resolving Windows-related problems.
• Skilled in M365 user provisioning, license management, and mailbox administration.
• Proficient in using service desk tools such as Service Desk Plus, Jira Service Desk, or Zendesk.
• Ability to follow instructions, be a team player, handle stress, meet tight deadlines, and demonstrate an upbeat demeanor.
• Must be able to lift at least 15 pounds.

Arctiq is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.