Service Desk Associate

University of Colorado Anschutz Medical Campus

Department: Office of Information Technology

Job Title: Service Desk Associate

Position #00001063:  – Requisition #: 37578

Job Summary:

Do you thrive in a fast-paced work environment? Are you a critical thinker who enjoys learning through experience and solving problems? Do you want to be the superhero that saves the day?

We have an exciting opportunity available on our Service Desk team at CU Denver | Anschutz:

Service Desk Associate (Entry-Level)

If you have exceptional interpersonal skills and technical abilities to build strong relationships and provide outstanding customer service, we want to hear from you!

What You’ll Do

You’ll provide remote IT support for staff, students, and faculty via chat, phone, and email. Every day brings new challenges and opportunities to grow. Depending on your level, responsibilities may include:

Common Responsibilities:

• Provide support for:

  • Accounts and Access: Password resets, account unlocks, identity management

  • Messaging and Calendars: Microsoft 365, calendar sharing

  • Learning Management Systems: Course enrollments, mergers

  • Phones and Internet: Configuration, changes, and moves

  • Security: Compromised accounts, encryption, phishing

  • Software and Applications: Installation, configuration, troubleshooting

  • Remote Access: VPN, remote desktop

  • Server and Storage Support: Network drive access and troubleshooting

• Ensure compliance with IT security policies

• Exercise judgment in ticket escalation

• Engage in high-level problem-solving

Entry-Level: Service Desk Associate

• Rotates weekly through support channels

• Develops core competencies over 6 months

• Begins shadowing an ISS product/service team after training

• Focus on learning and development

On-Call Expectations

All levels participate in a rotating on-call schedule, requiring:

• A mobile phone with SMS and Jabber installed

• Access to a university-issued laptop

• Response to after-hours calls within 15 minutes

Work Location:

Remote – This position is eligible for fully-remote working locations. The work schedule will be based around core working hours in Colorado Mountain Time and applicants must reside within the United States.

Why Join Us:

Information Strategy and Service (IS