Service Desk Professional (IT Support)

Service Desk Professional providing on-site and remote IT support for Amnet clients in Colorado Springs, troubleshooting hardware, software, and network issues to maintain client uptime.

Responsibilities

• Provide first-line IT support to clients via phone, email, remote sessions, and on-site visits.
• Troubleshoot and resolve hardware, software, Microsoft 365, and network-related issues, escalating when needed.
• Utilize ConnectWise PSA and Datto RMM to manage service requests, monitor systems, and document work performed.
• Document all client interactions, resolutions, and follow-up actions clearly and thoroughly.
• Assist with onboarding and offboarding by configuring user accounts, devices, and system access.
• Perform proactive system maintenance and monitoring to maximize uptime and reliability.
• Identify recurring issues and propose long-term solutions or process improvements.
• Create and maintain internal documentation, troubleshooting guides, and knowledge base articles.
• Apply cybersecurity best practices in daily support activities to help protect client environments.
• Collaborate with teammates and communicate progress, risks, and updates effectively.
• Manage multiple priorities while meeting service levels and keeping clients informed of progress.
• Continuously expand technical knowledge through training, certifications, and hands-on learning opportunities.
• Deliver an outstanding client experience with professionalism, accountability, and a commitment to continuous improvement.
• Report to the Service Manager and contribute to team success.

Requirements

• Minimum 1 year in a help desk, service desk, or NOC support role.
• Strong customer service, communication, and problem-solving skills.
• Hands-on experience with Windows OS, Microsoft 365, and general desktop support.
• Basic networking knowledge including DNS, DHCP, routers, and firewalls.
• Certifications such as A+, Network+, Security+, or Microsoft options preferred, or willingness to obtain them.
• MSP experience and familiarity with ConnectWise PSA and Datto RMM are a plus.
• Willingness to adhere to professional dress code and appearance standards.
• Valid driver’s license and reliable transportation.
• Must pass background and fingerprint checks.

Technologies

• ConnectWise PSA
• Datto RMM
• Microsoft 365
• Windows OS

Compensation

• Hourly rate: USD 21 - 28

Benefits

• Health, dental, and life insurance coverage
• 401(k) retirement plan
• 401(k) matching
• Paid holidays
• Personal time off
• Paid time off
• Employee assistance program
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance
• Ongoing training and professional development
• Professional development assistance
• Tuition reimbursement

Physical and Availability Requirements

• Ability to lift or move up to 30 lbs on occasion and regularly use stairs while on-site and in-office
• Participation in an after-hours on-call rotation shared across the team
• Comfortable working onsite at client offices up to 30% of the time

Location and Eligibility

• Work location: In person, Colorado Springs, CO 80903
• On-site work required in Colorado Springs, CO

Application Questions

• Are you eligible to pass a background check and fingerprint screening?
• Will you comply with our professional dress standards, including wearing dress shoes at the office and client sites?
• Do you currently hold any IT certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications? If not, are you willing to obtain them?
• Are you able to work onsite Monday through Friday 8:00 AM to 5:00 PM and participate in an after-hours on-call rotation?