Desktop Support / Ticket Triage Specialist
Overview
An organization seeking to improve the efficiency and responsiveness of its IT support function is hiring a Desktop Support / Ticket Triage Specialist to bring structure and discipline to ticket management and end-user support. The Desktop Support / Ticket Triage Specialist will focus on increasing ticket throughput, improving communication, and enhancing overall user experience.
This Desktop Support / Ticket Triage Specialist role is well suited for someone who thrives in a fast-paced environment and takes pride in consistent, high-quality execution.
Key Responsibilities
- Manage and resolve a steady volume of technical support requests across end-user systems (40%)
- Prioritize, triage, and route incoming tickets to ensure timely resolution (30%)
- Support onboarding and offboarding activities, including system access and device setup (20%)
- Maintain accurate documentation and ensure all work is clearly communicated and tracked (10%)
Core Functions
- Provide desktop and user support for hardware, software, and access-related issues
- Perform imaging, setup, and configuration of devices
- Execute onboarding/offboarding tasks in alignment with established processes
- Ensure all work activity is properly logged and visible within the ticketing system
- Escalate issues appropriately with clear context
Qualifications
Required:
- Experience working as a Desktop Support / Ticket Triage Specialist or in a similar support role
- Familiarity with endpoint management tools such as Intune
- Working knowledge of Microsoft 365 services including Entra ID, Teams, SharePoint, and OneDrive
- Ability to manage ticket volume while maintaining quality and responsiveness
- Strong written and verbal communication skills
Preferred:
- Experience supporting structured onboarding/offboarding processes
- Familiarity with ticketing systems and service management practices
- Ability to work effectively in a high-demand environment
Work Environment
- Onsite role in the Denver, Colorado area, particularly during initial onboarding
- Standard full-time schedule, Monday through Friday
- Performance expectations focused on responsiveness, accuracy, and visibility
Success Profile
The Desktop Support / Ticket Triage Specialist will succeed by improving ticket flow, reducing backlog, and maintaining strong communication with users. A high-performing Desktop Support / Ticket Triage Specialist will consistently deliver timely resolutions while contributing to a more organized support environment.
Why This Role
This Desktop Support / Ticket Triage Specialist position provides an opportunity to play a critical role in improving IT operations and end-user satisfaction. The Desktop Support / Ticket Triage Specialist will gain valuable experience in a visible role that contributes directly to organizational efficiency and stability.
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