Job Details

Service Desk Specialist

Position Number: 6374920
Location: Denver, CO
Position Type: Computing - Support and Training

Service Desk Specialist

Metropolitan State University of Denver

Department
Client Services

Position Summary

Our Service Desk Specialists are the first responders to student, faculty and staff IT requests. 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 technical support by phone, chat, and occasionally in-person. You will have your hands in many systems including Office 365, Canvas, SCCM, JAMF, Intune, and Banner. You will work with every team within IT Services. To be at home in this position, you will promote knowledge-sharing and question-asking with your peers. Your inquisitiveness will serve you well and we want to foster your professional growth and skills in areas that interest you. We're looking for a team member that values student success by advocating for our customers and through mentorship of our student employees. This is a hybrid position with requirements to be on-site 3 days a week.

IND208

Technical Support

Promote a service-oriented culture with forthcoming updates, advice, and technical resolutions in conversation and writing.
Maintain a caseload of tickets within the IT Service Management tool.
Perform diagnostics on devices and accounts used to access MSU Denver-supported services and make decisions following defined procedures and industry best practices.
Identify workarounds and assist with investigations of underlying problems.
Troubleshoot network issues including wireless, VPN, and wired connections.
Promote new services and informational resources available to the MSU Denver community.

Collaboration

Mentor and on-board student employees through structured trainings, one-on-one coaching, and skills evaluations.
Stay connected with your peers on collaboration tools to share updates, monitor trends, celebrate success, and to ask and answer questions.
Become a resource for the Service Desk on 3-5 systems administered by other teams (i.e. Security, Networking, Application Services) to increase everyone's understanding and to cultivate relationships with other work units.
Identify duplicate or outmoded work processes and suggest alternate approaches.
Participate in division/university-wide projects as a technical resource and to advocate for customer experience.
Participate in opportunities for professional development.

Technical Writing

Write and document technical solutions for publishing in the ITS knowledge base.
Conduct training to educate peers on processes and advanced technical solutions.
Write comprehensive notifications to clients from the ticketing system.

Other Responsibilities as Assigned

At the discretion of the Service Desk Manager, perform additional tasks and special projects as assigned.

Required Qualifications:

Experience providing customer service in an information technology environment.
Proficiency with common productivity and collaboration tools such as Microsoft 365 (Outlook, Word, Teams, OneDrive, etc.).
Experience troubleshooting and supporting Windows and MacOS operating systems.

Important Note: Successful applicants will ensure their resumes clearly demonstrate that their work experience describes how they meet ALL required qualifications.

Preferred Qualifications:

Experience working in higher education or in a university IT environment.
Familiarity with basic networking concepts, including wireless, VPN, and wired connections.
Experience using and supporting a Learning Management System such as Blackboard, Canvas, D2L.
Understanding of account management and identity services such as Active Directory, MFA, and single sign-on (SSO).
Experience mentoring or training others (especially student employees or interns).
Bachelor's Degree from an accredited College or University OR relevant industry certifications (e.g., CompTIA A+, ITIL Foundation, HDI Desktop Support Technician).

Salary for Announcement:

The anticipated hiring range for this position is $45,300 - $56.700.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

For more information on MSU Denver's compensation structure, please visit https://www.msudenver.edu/hr/compensation/professionalexecutivestaff/compensationstructureandguidelines/

This position is paid monthly and is eligible for MSU Denver benefits

Work Hours / Type:

Full-time, 40 hours per week
Exempt
Monday - Friday 8am - 5pm
Conference Opportunities may require travel.
Evening and Weekend work on rare occasions for system changes.
This is a hybrid position with requirements to be on-site 3 days a week.

Instructions to Apply:

For full consideration, the following documents are required:

Resume
Cover letter describing relevant job experiences as they relate to listed job qualifications and interest in the position

This position will remain open until filled. Please apply by July 20th, 2025 at 11:59 PM MT for full consideration.

Professional references and their contact information will be requested from the finalist/s. At least one reference provided must be a supervisor (either current or former).

Official transcripts may be required of the candidate selected for hire.

Important Note: Successful applicants will ensure their resume clearly demonstrate that their work experience describes how they meet ALL required qualifications.

Our commitment to CADRE:

At MSU Denver, we are committed to our CADRE values: Community, Access, Diversity, Respect, and Excellence. We strive to create a supportive and inclusive environment where all community members are valued and belong. Our dedication to breaking down barriers to education, fostering open dialogue, and promoting world-class scholarship ensures that we provide exceptional services and innovative learning opportunities for our students, faculty, and staff.

Closing Date

Open Until Filled

Posting Representative
Katie Lynch

Posting Representative Email
klynch24@msudenver.edu

Benefits

The University's benefits package is comprehensive and offers medical, vision and dental, free RTD pass, tuition reimbursement, as well as a life and supplemental insurance plans, retirement plans and other programs, such as access to a long-term disability (LTD) plan. Visit MSU Denver's benefits website to learn more.

For a brief overview, please see: https://www.msudenver.edu/wp-content/uploads/2024/01/MSU-Benefit-Summary.pdf.

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at totalrewards@msudenver.edu.

Background Checks

Metropolitan State University of Denver is dedicated to ensuring a safe and secure environment for our faculty, staff, students, and visitors. To Assist in achieving that goal, we conduct background checks on all finalists for positions at the University prior to employment.

Diversity Statement

Metropolitan State University of Denver is a unique, access-oriented campus community that values diversity, equity, and inclusion in all its forms. Our student population consists of nearly 58% first generation students and over 50% students of color. We are a designated Hispanic Serving Institution located in downtown Denver.

We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion. We greatly value the diverse identities and perspectives of our students, faculty, and staff and recognize that in order to achieve a just and equitable society, diversity must go beyond simple representation. It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.

To apply, please visit: https://msudenver.wd1.myworkdayjobs.com/en-US/MSUDenver/job/Denver-Colorado/Service-Desk-Specialist_JR104102