Service Desk Specialist

Department Client Services

Service Desk Specialists are the first point of contact for IT support for MSU Denver students, faculty, and staff. We understand the interconnectedness of all our IT systems and services, and we excel at helping our clients navigate them.

Reporting to the Service Desk Manager, you will provide frontline technical support via phone, chat, and occasional in-person assistance. You will work across a broad range of systems, including Microsoft 365, Canvas, SCCM, JAMF, Intune, and Banner, and collaborate closely with every team within IT Services.

Your inquisitiveness will serve you well, and we want to foster your professional growth and skills in areas that interest you. You value knowledge-sharing, ask thoughtful questions, and enjoy learning how systems connect. You will also play a key role in supporting student success by advocating for customers and mentoring student employees.

This is a hybrid position requiring on-site presence three days per week.

• Deliver exceptional customer service through clear, professional communication,both verbal and written,while providing timely updates, guidance, and resolution sin accordance with established service level agreements.
• Manage and resolve a caseload of support tickets using theITService
  
  Management system.
• Support and troubleshoot classroom technology and audiovisual equipment.
• Diagnose issues with devices and accounts used to access MSU Denver-supported services, following documented procedures and industry best practices.
• Identify effective workarounds and contribute to investigations of underlying or recurring issues.
• Troubleshoot network connectivity issues, including wireless, VPN, and wired connections.
• Educate customer son new technology services and self-service resources available through MSU Denver.
• Manage account related issues such as password resets, account provisioning, group membership management, MFA troubleshooting, and user account lifecycle management.
• Support, troubleshoot, and maintain hardware such as docking stations, monitors, printers, laptops, and additional peripherals.
• Assist with endpoint deployment, management, and troubleshooting using SCCM, Intune, and JAMF.

• Mentor and onboard student employees through structured training, one-on-one coaching, and skills evaluations.
• Actively engage with peers through collaboration tools to s hare updates,identify trends, celebrate successes, and ask and answer questions.

• Create and maintain technical documentation and solutions for the ITS knowledge base.
• Deliver training to peers on processes and advanced technical solutions.
• Write clear, comprehensive client communications through the ticketing system.

• Perform additional tasks and special projects as assigned by the Service Desk Manager.

• Demonstrates values-based leadership by modeling CADRE values, building trust through self-awareness and emotional intelligence, seeking feedback, and navigating conflict productively.
• Ensures operational effectiveness by managing priorities, time, and resources responsibly, adhering to policies, delivering measurable results, and meeting performance expectations.
• Aligns individual work with team and departmental goals by contributing to shared priorities, seeking clarity, and adapting to change in support of the 2030 Strategic Plan.
• Practices collaboration by communicating clearly, checking for understanding, building strong relationships, and engaging diverse perspectives to achieve shared outcomes.
• Advances equity and belonging with awareness of culture and potential biases, listens openly to diverse perspectives, contributing to respectful and inclusive work relationships.
• Innovates by developing professional skills, staying informed on relevant trends, and identifying opportunities to improve processes and outcomes.

• Experience providing customer service in an information technology environment.
• Experience using an IT Service Management (ITSM) platform such as Team Dynamix, Service Now, Jira Service Management, Fresh service, or similar.
• Proficiency with common productivity and collaboration tools, including Microsoft 365 (Outlook, Word, Teams, One Drive).
• Experience supporting and troubleshooting Windows and macOS operating systems.
• Strong written and verbal communication skills.

Important Note:

Applicants must clearly demonstrate in their resume how their experience meets all required qualifications.

• Experience working in higher education or a university IT environment.
• Familiarity with basic networking concepts, including wireless, VPN, and wired connectivity.
• Experience supporting a Learning Management System (e.g., Canvas, Blackboard, D2L).
• Understanding of identity and account management services such as Active Directory, Entra, MFA, and single sign-on (SSO).
• Experience mentoring, training, or supporting others, especially student employees…