Help Desk Support Technician

Help Desk: Workstation and Application Support

We are looking for a highly motivated Help Desk Support Technician who is customer service oriented and eager to solve troubleshooting issues for our internal associates.  We are a well-established company based in the Denver Tech Center, who has been providing warranty claims administration to auto dealerships for over 25 years.

We provide an excellent opportunity for a Help Desk Support Technician who is seeking to be part of a dynamic and rapidly growing company. The Help Desk Support Technician will be responsible for accurate and timely resolution of workstation and peripheral support requests.  


The Help Desk Support Technician will provide exceptional service and user support to local and remote end-users, at all levels of the organization.  As a Help Desk Support Technician, you will triage, respond to, and resolve incoming calls and helpdesk tickets. This position would work assigned incidents with a focus on accurate and rapid resolution.


  • Deliver outstanding customer service support for internal end users, and external clients
  • Handle incoming calls and helpdesk tickets via our ticketing system
  • Provide excellent communication, both written and verbal, for incident tracking
  • Monitor, resolve, and close out all open tickets in a timely fashion, most within 2 hours
  • Facilitate onsite and remote desktop assistance to identify and repair hardware and software issues on devices running Microsoft Windows (7, 8, and 10)
  • Perform software updates/upgrades
  • Understand and implement established technical and workflow procedures
  • Communicate outage/degradation of service to management
  • Assist in maintenance and special projects, during extended work hours
  • Maintain database of assets and asset assignments

  • Process returned equipment from prior employees, prepare for redistribution within the company.


  • Answer incoming calls, respond to Help Desk requests, and reply to emails
  • Ensure all incidents are logged, resolved, and closed out
  • Troubleshoot access and technical issues, while gathering pertinent information to resolve or escalate the problem to a 3rd party
  • Resolve network connectivity issues
  • New Employee Setup
  • New Client Account onboarding; communicating with the client to obtain information
  • Troubleshoot GSuite issues (Mail, Calendar, Hangouts, etc)
  • Diagnose and repair printer/scanner issues
  • Implement baseline changes and upgrades
  • Implement policy and procedural changes



  • Minimum of two years' related experience
  • GSuite Administration Experience
  • Ability to perform PC troubleshooting (software install/removal, configure network adapters, remove spyware, etc)
  • Basic understanding of networks and networking technologies (Traceroute, Ping, DHCP, Router, Switch, etc)
  • VPN client usage/ VPN client configuration
  • Working knowledge of configuring and/or using an MFP (Connecting it to the network and adding a print queue to the workstation, troubleshooting printer port issues)
  • Willingness and ability to recognize personal limitations and when to escalate an issue
  • Desire to research and solve issues not previously encountered
  • Capacity to multitask as priorities change
  • Ability to take directions and act on them
  • Knowledge of principles and processes for providing excellent customer and personal service, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Ability to provide explanations of complex technical procedures and processes clearly and accurately to both technical and non-technical audiences.
  • This position may be required to work non-standard shifts including some weekends and holidays.


Please respond to this posting by including a resume and a cover letter, which specifically addresses these questions:

  • How is this job a fit for you?
  • What would you enjoy about the work environment described here?
  • What are the three biggest strengths you could contribute to our company?
  • How can we support you - what do you need from us to be successful?
  • Where do you want to go with your life (career is a part of life, not separate)?
  • What other helpful information did we forget to inquire about?

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