The IT Support Technician I role provides first-line technical support and customer service to faculty, staff, students, and departmental computing resources at Colorado State University. This position acts as a primary contact for IT incidents and service requests, including desktop support, classroom technology assistance, software troubleshooting, printing and plotter support, and loaner equipment readiness.
Onsite Location
Fort Collins, CO (onsite)
Compensation
USD 45,000 - 60,000 per year
Responsibilities
- Serve as the primary point of contact for IT support requests, delivering timely and professional help via phone, email, ticketing systems, remote support, and in-person support for faculty, staff, researchers, and students.
- Troubleshoot and resolve Tier 1 issues related to hardware, software, peripherals, and connectivity for Windows and macOS devices, escalating more complex problems when appropriate.
- Install, configure, deploy, and maintain desktop and laptop systems, including operating systems, applications, printers, and related endpoint technologies.
- Support Microsoft 365 services and applications, including Outlook, Teams, OneDrive, SharePoint, Bookings, shared mailboxes, distribution lists, and collaboration tools.
- Assist users with account-related services, including multi-factor authentication (MFA), email configuration, password-related issues, and access requests in line with established procedures.
- Record incidents, service requests, troubleshooting activities, and resolutions in the IT service management system to support accurate documentation and knowledge sharing.
- Support deployment, replacement, and onboarding efforts by preparing systems, equipment, and accounts for new employees and student workers.
- Maintain assigned technology inventory records and contribute to technical documentation and knowledge base resources.
- Perform other duties as assigned.
Required Qualifications
- Associate degree in Information Technology, Computer Information Systems, or a related field, or an equivalent combination of education and experience.
- Demonstrated working knowledge of Windows and macOS, including basic troubleshooting and end-user support.
- Experience using and supporting Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
- Strong customer service skills, including the ability to explain technical information clearly and professionally to users with varying technical experience.
- Ability to meet physical job demands, including lifting or moving up to 25 lbs.
Preferred Qualifications
- Experience in desktop support, help desk, or customer service.
- Experience with Active Directory.
- Experience with Microsoft Entra ID (Azure AD).
- Experience with endpoint management tools.
- Experience with ticketing systems such as OSTicket and Freshservice.
- Experience with Zoom and Microsoft Teams.
- Experience supporting higher education environments.
- Demonstrated initiative and ability to independently identify and solve problems.
- Ability to prioritize, manage, and resolve multiple support requests in a fast-paced setting while maintaining high customer satisfaction.
- Other duties as assigned.
Technologies
- Windows, macOS
- Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Bookings
- Shared mailboxes, distribution lists
- Multi-factor authentication (MFA)
- Word, Excel, PowerPoint
- Active Directory, Microsoft Entra ID (Azure AD)
- Endpoint management tools
- OSTicket, Freshservice
- Zoom, Microsoft Teams
College of Natural Sciences Overview
The College of Natural Sciences (CNS) studies foundational sciences and applies knowledge across fields of study. The college includes eight departments and 10 centers and supports research, teaching, and community engagement.
Supervision
No supervisory duties.
Conditions of Employment
- Pre-employment background check (required for all new hires).
Application Instructions
For full consideration, upload a cover letter and resume that outline work experience, education, certifications, and other relevant information showing alignment with the required and preferred qualifications. Since the application system does not provide a separate cover letter upload field, both documents must be uploaded under the section labeled “Resume/CL”. Multiple document uploads are accepted, and the cover letter and resume may be uploaded as separate files.
Required Application Documents
Employee Benefits
Colorado State University offers a robust benefits package, a collaborative atmosphere, and a focus on work-life balance. The university emphasizes its role in transforming lives through world-class teaching, research, and service.
Background Check Policy Statement
Colorado State University strives to provide a safe environment for faculty, staff, volunteers, and students. Background checks are conducted for finalists before a final offer. The type of background check varies by position and may include criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks may also be conducted when required by law or contract and when, in the university’s discretion, it is reasonable and prudent to do so.
