Service Desk Associate - Remote Eligible

Service Desk Associate

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:

• 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 (ISS) is a large department that encompasses the Office of Information Technology (OIT), Information Security and IT Compliance (ISIC), and Information Data Empowerment and Analytics (IDEA). In Information Strategy and Services (ISS) we emphasize six key principles that connect our teams and ensure our success:

• Curiosity- Explore beyond one's own experience and environment.
• Compassion- Demonstrates empathy, understanding, and respect for all people.
• Collaboration- Partner well beyond our space and build partnerships to achieve organizational results.
• Commitment- Dedication and engagement one has to their job, team, organization, and university.
• Competence- Know our craft and be committed to continuous improvement and learning.
• Confidence- Be empowered and assured to represent our customers and their needs.

In OIT we value our team members and strive to achieve work life balance, inclusivity, and a FUN working environment.

We improve lives by enabling our University mission of education, research, healthcare, and community engagement through information technology services. We facilitate collaboration, improve data integrity, increase secure access to information and technology, and provide exceptional customer-centric service using our skills, talents, and passions.

Active investment in our culture and our people is foundational in developing and delivering service excellence. To cultivate a people centric workplace, we do the following:

• Inclusive Leadership: We foster a culture of belonging through inclusive practices at every level.
• Growth & Development: Our Workforce Development Program builds critical skills and supports career advancement.
• Empowered Managers: Leaders are trained in coaching and team effectiveness to drive success.
• Open Communication: Stay connected through monthly town halls and annual summits.
• Wellness Focus: We prioritize employee well-being with supportive wellness initiatives.
• Coaching Culture: Continuous learning and feedback are part of how we grow together.
• Flexible Work: We offer flexible arrangements whenever possible to support work-life balance.

Why work for the University?

At the University of Colorado Anschutz Medical Campus, you'll be part of a nationally recognized institution at the forefront of health innovation and technology. With multiple prestigious national designations, including as a top-tier academic medical center and a hub for cutting-edge research. CU Anschutz offers IT professionals the opportunity to support groundbreaking work that transforms healthcare and improves lives. Here, your expertise in technology directly empowers world-class research, education, and clinical care. Join a collaborative, mission-driven environment where your skills make a real impact. Here, your work matters.

We have AMAZING benefits and offer exceptional amounts of holiday, vacation, and sick leave! The University of Colorado offers an excellent benefits package including:

• Medical: Multiple plan options
• Dental: Multiple plan options
• Additional Insurance: Disability, Life, Vision
• Retirement 401(a) Plan: Employer contributes 10% of your gross pay
• Paid Time Off: Accruals over the year
• Vacation Days: 22/year (maximum accrual 352 hours)
• Sick Days: 15/year (unlimited maximum accrual)
• Holiday Days: 10/year
• Tuition Benefit: Employees have access to this benefit on all CU campuses
• ECO Pass: Reduced rate RTD Bus and light rail service

There are many additional perks & programs with the CU Advantage.

Qualifications

Minimum Qualifications:

• Education: A bachelor's degree in computer science, management/computer information systems, computer engineering, information technology, business, communication, education, or a directly related field from an accredited institution.

SUBSTITUTION: Experience in the field of customer service, information technology, or education may be substituted on year for year basis for the degree. An Associate Degree with two year's work experience can be substituted for the degree.

Experience: 0-1 years of professional level experience

Applicants must meet minimum qualifications at the time of hire.

Preferred Qualifications:

• Experience troubleshooting current Windows and Mac operating systems.
• Experience using remote computer access or maintenance software.
• Experience troubleshooting Tier I technical problems over the phone.
• Experience using Service Desk ticketing software.
• Experience using Active Directory.
• Experience supporting users in a higher education institution.

Knowledge, Skills and Abilities:

• Excellent customer service, interpersonal, and communications skills.
• Ability to manage conflict and de-escalate challenging, high-stakes conversations with customers and teammates.
• Excellent organization and time management skills.
• Excellent high-level problem-solving activities to diagnose and troubleshoot complex technical issues and provide innovative solutions to meet customers' needs.
• Proven ability to adapt to changing conditions to meet customer support needs.
• Ability to coordinate and resolve complex issues involving numerous stakeholders.
• Regularly identifies issues and inefficiencies with existing processes and systems, and proactively works to address them.
• Ability to work independently as well as a member of a team.
• Capable of exhibiting the ISS values – Curiosity, Compassion, Collaboration, Commitment, Competence, Confidence.
• Able to train staff and help develop competencies across the team.</