Service Desk Technician I
RainTech is a growing Managed Service Provider (MSP/MSSP) in downtown Colorado Springs that started in 2001, and we are excited to offer a position for a full-time Service Desk Technician I who wants to grow with us! Join a team of professionals passionate about best-in-class service!
Job Description
The Service Desk Technician I provides first-level technical support to our clients and end users. In this role, you will assist in a wide range of technical issues, including hardware, software, networking, and mobile devices, while ensuring a high standard of service and quick resolution. You’ll be responsible for managing incoming requests, resolving technical problems efficiently, and maintaining accurate documentation within the ticketing system. Success is defined by strong technical abilities, excellent communication skills, and a passion for delivering exceptional IT support.
Key Responsibilities
- Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system
- Triage, troubleshoot and resolve issues related to computer hardware, peripherals, and printers
- Respond to and place phone calls to troubleshoot user issues and provide technical support
- Serve as the primary point of contact for software issues with vendors, ensuring timely resolution and ongoing support
- Assist users with email issues, smartphone and tablet setup, and mobile device support
- Handle high volumes of inbound support tickets and prioritize issues based on urgency and impact
- Provision and deprovision of user accounts, hardware, and access to systems accordance with company policies
- Accurately document support issues, resolutions, and updates in the documentation system and ticketing platform
- Follow cybersecurity best practices in every aspect of service delivery
- Contribute to the creation and maintenance of support documentation and knowledge base articles
- Demonstrate a commitment to continuous growth through ongoing education, training, feedback, and innovation
Qualifications
- (Required) 1 year experience in a Help Desk or Desktop Support Role
- (Required) Demonstrated ability to build rapport with clients and provide friendly, effective support
- (Required) Knowledge of IT best practices
- (Preferred) Strong working knowledge of Microsoft Office 365 administration and support
- (Preferred) Proficient in diagnosing and resolving hardware and software issues
- (Preferred) A+, Network+, Security+, and Microsoft 365 certifications
Required Skills
- Ability to thrive in both independent and collaborative roles
- Service-oriented mindset
- Strong sense of empathy and client understanding
- Critical thinking and sound decision-making
- Effective problem-solving abilities
- Conflict resolution and interpersonal skills
- Excellent written and verbal communication
- Professional demeanor and conduct
- Emotional intelligence
This position reports to: Service Delivery Manager
Work Environment
In office. Downtown Colorado Springs, CO.
Monday through Friday 8 a.m. to 5 p.m.
On-call Rotation Schedule (depending on experience)
Job Type
Full-time , Exempt
Annual Salary Range
$50,000 – $60,000
Benefits
- 32-hour workweek
- Profit-sharing
- 401(k)
- Health, Vision, and Dental insurance
- Health Savings Account
- Life Insurance
- Planned Time Off: Unlimited*
- Unplanned Time Off: 48 hours
- Parental Leave
- Professional Development Assistance
- Lifestyle Spending Account
- Office Snacks and Drinks
- Meditation Room with Massage Chair
- … and more!
This position offers a dynamic work environment where proactive and efficient problem-solving is highly valued. If you are a team player eager to learn and grow while making a tangible impact on business operations, we encourage you to apply by sending your resume to HR@rain.tech.
We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status.