IT Desktop Support Tech

About the Company

LJA is offering an exciting opportunity that will allow you to reach your full career potential. The structure of our organization is designed to amplify your capabilities while gaining the benefits of being an employee-owner. What truly sets this opportunity apart is the chance to collaborate every day with dedicated, skilled, and supportive leaders. Whether you are in the office, in the field, or behind the scenes, working at LJA gives you the chance to grow through hands-on experience and exposure to a broad range of clients and services.

At LJA, our employee-owners take pride in their work and their workplace. We’re guided by leaders who foster a culture of respect, collaboration, and a shared vision of success. Our difference is evident in the experiences and opportunities we provide:

• Employee-owned
• Client-focused
• Employee Stock Ownership Plan (ESOP)
• Consistently ranked as a Top Workplace
• Internal recruitment team, in-house training, and a marketing department specific to our industry
• Flexibility, allowing every team and office to lead with their proven approach
• Culture that champions continuous learning and personal growth
• Belief that success comes through constant evolution and communication
• Passion for having fun and making money, all while creating impact

About the Role

As an IT Desktop Support Technician at LJA in our IT department, you will be responsible for providing technical support to local and regional end users with a primary focus on diagnosing and resolving hardware tickets, with an overlap on applications support as needed, as well as day-to-day IT operational tasks. This position will require travel as needed to Colorado office locations including Colorado Springs, Westminster, Grand Junction, Loveland, and Denver.

The IT Desktop Support Technician will be assigned tickets by the Helpdesk agents after they have done their initial triage, troubleshooting, and categorization of the tickets. If the IT Desktop Support Technician’s home office has an IT hub setup, the IT Desktop Support Technician is the custodian for the local IT hub and is responsible for the asset lifecycle of all end-user devices being stored.

Responsibilities

• Reviewing ticket queue for incoming tickets, prioritizing and resolving IT incidents and service requests in keeping with internal SLAs
• Tracking and following up on outstanding tickets to ensure timely resolution
• Providing hardware support to local and regional end users via phone, email, chat, and in-person
• Assisting users when shoulder tapped, creating relevant tickets and assigning/escalating if unable to resolve
• Troubleshooting hardware issues
• Submitting hardware requests as needed
• Repairing hardware, replacements, and upgrades as required
• Installing, configuring, maintaining, and supporting desktops, laptops, printers, mobile devices, and peripheral equipment
• Supporting Microsoft Windows and Microsoft 365 applications
• Documenting issues, resolutions, and user interactions in the IT service management (ITSM) system (FreshService)
• Ticketing management and ticketing hygiene to align with established service level agreements (SLAs)
• Escalating complex issues to IT Desktop Support Specialist or IT Applications Support Specialist after exhausting all other resources
• Submitting tickets to P&A for hardware returns or equipment updates
• Configuring and deploying workstations, laptops, mobile devices, and other IT equipment
• Assisting AV team with supporting conference room technology, AV equipment, and collaboration tools such as Microsoft Teams
• Assisting O&T team with new hires and EoEs when requested
• Developing technical documentation, knowledge base articles, and user guides, forwarding to Sr. Desktop Support Specialist for review, approval, and publication
• Providing end-user training and guidance on technology best practices

Requirements

• 1+ years of experience in desktop support or IT helpdesk roles
• Fundamental knowledge of Windows 10/11, macOS, Office 365, and Active Directory
• Experience with network troubleshooting (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
• Excellent problem-solving, communication, and customer service skills
• Ability to work independently and prioritize tasks in a dynamic and fast-paced environment

Qualifications

• Bachelor’s college degree or equivalent professional experience preferred
• CompTIA A+, Microsoft 365 certification, and ITIL v4 Foundation preferred

Preferred Skills

• Familiarity with IT service management (ITSM) tools like Fresh Service or similar
• Experience supporting Engineering software such as AutoCAD, Bentley Projectwise, or ESRI ArcGIS preferred
• Basic understanding of cybersecurity best practices and endpoint protection
• Experience assisting with office moves, IT desktop setups, and infrastructure projects

Benefits

• Generous Time Off: PTO, paid holidays, and a full office closure between Christmas and New Year’s
• Comprehensive Benefits: Multiple plan options for health, dental, and pets, along with mental health support
• Family Support: Paid maternity and parental leave
• Education Support: Tuition reimbursement and in-house courses provided by our Learning and Development team
• Referral Bonuses: Know great talent? Get rewarded for helping us grow
• Community Impact: Company-sponsored volunteer days and philanthropic initiatives
• Professional Development: Memberships to industry organizations
• Career Growth: Great internal mobility opportunities
• Fun Culture: LJA social events, employee sports teams, bring your kid to work day, etc.

Pay

Hourly Rate: $28-32/hour depending on experience