CloudHesive
Desktop Support Specialist
CloudHesive, Denver, Colorado, United States, 80285
CloudHesive is an Amazon Premiere Partner and Amazon Managed Services Partner founded by veterans in the cloud technology space. We help our customers adapt and transform their organizations by leveraging the power of the public cloud ecosystem through consulting and next generation managed services with a focus on Operational Excellence, Security, Reliability, Performance Efficiency and Cost Optimization.
Our employees are the foundation of our success, and we invest in them!
We are growing fast and have built a phenomenal team through in-depth training, partner events, community involvement, mentoring and much more. We move quickly, act decisively and communicate openly to drive a collaborative environment and our customer's success. With offices in the U.S. and Latin America, you will work with experts in the industry on revolutionary technology solutions that have been deployed successfully around the globe. The Opportunity: We are seeking a
Desktop Support Specialist
who will be responsible for ensuring timely resolution of technical incidents and tickets in line with Service Level Agreements (SLAs), using the ServiceNOW (SNOW) system. This role involves troubleshooting a wide range of issues related to end-user devices (laptops, desktops, printers), network connectivity (access points, Wi-Fi), phone systems, and MS Office applications, supporting both on-premise and cloud environments, including AWS Workspaces. The specialist will be responsible for documenting problem-solving steps, tracking time spent on tickets, and delivering excellent customer service for managed service clients. What youll be doing: Provide technical support for end users in both physical locations and AWS Workspaces environments. Troubleshoot and resolve hardware and software issues on laptops, desktops, and mobile devices. Support users in AWS Workspaces by troubleshooting connectivity and performance issues. Assist with the setup, configuration, and ongoing support of virtual desktop environments. Manage and maintain local printers, including installation, configuration, and troubleshooting. Coordinate setup and maintenance of access points and other network-related hardware for users. Provide support for phone system issues, including configuring and troubleshooting VoIP phones. Manage user accounts in Active Directory (creating, modifying, and deactivating accounts). Assist users with password resets, account permissions, and access issues. Set up and deploy laptops, desktops, phones, and other office technology for new users or office expansions. Ensure devices are configured with the appropriate security policies and software. Assist with basic network troubleshooting, including resolving issues with Wi-Fi connectivity and access points. Document all support requests, incidents, and resolutions using the company's ticketing system (e.g., ServiceNow). Create and maintain technical documentation for troubleshooting procedures and common issues. Work closely with other IT teams to escalate and resolve complex issues. Coordinate with vendors for hardware repairs and replacements. Perform regular maintenance and updates on end-user hardware and software. Monitor system performance and address potential issues before they impact users. Other duties as assigned or as become evident. Is this role for you? Requirements: 2+ years of experience in desktop support, IT helpdesk, or a similar technical support role. Hands-on experience troubleshooting hardware (laptops, printers, access points) and software. Experience in deploying and supporting VDI solutions, particularly AWS Workspaces. Knowledge of Active
Directory , user account management, and permissions. Strong
problem-solving
abilities and attention to detail. Excellent
communication
skills (written and verbal) for interacting with end users and technical teams. Ability to work both independently and as part of a team. Good time management and
multitasking
skills to handle multiple tickets efficiently. Computer Skills: Familiarity with IT service management platforms such as
ServiceNow
or
Jira . Understanding of remote desktop support tools and software. Ability to assist with new device setups (laptops, phones) and office technology installations. Operating systems: Windows / Linux Windows is the primary. AWS / Azure / Google Cloud Platform (GCP). Monitoring tools: DataDog, Nagios, Solar Winds, Logic Monitor. Service Desk tools: ServiceNOW, Heat, Remedy, Jira, etc. Host based Security: Trend Micro, Symantec, SentinelOne, Crowd Strike and others. Log aggregation: Sumologic, Splunk. Microsoft: Office 365, Windows Servers, Microsoft product line RMM tools: Ninja, Datto In addition to the perks of working with an awesome team, CloudHesive offers competitive compensation, comprehensive benefits, training on cutting edge technology and partners (AWS), a flexible work schedule, responsible time off, a kitchen filled with snacks chosen by our employees and much more! If you think youd be a great fit,
wed like to learn more about you!
We are growing fast and have built a phenomenal team through in-depth training, partner events, community involvement, mentoring and much more. We move quickly, act decisively and communicate openly to drive a collaborative environment and our customer's success. With offices in the U.S. and Latin America, you will work with experts in the industry on revolutionary technology solutions that have been deployed successfully around the globe. The Opportunity: We are seeking a
Desktop Support Specialist
who will be responsible for ensuring timely resolution of technical incidents and tickets in line with Service Level Agreements (SLAs), using the ServiceNOW (SNOW) system. This role involves troubleshooting a wide range of issues related to end-user devices (laptops, desktops, printers), network connectivity (access points, Wi-Fi), phone systems, and MS Office applications, supporting both on-premise and cloud environments, including AWS Workspaces. The specialist will be responsible for documenting problem-solving steps, tracking time spent on tickets, and delivering excellent customer service for managed service clients. What youll be doing: Provide technical support for end users in both physical locations and AWS Workspaces environments. Troubleshoot and resolve hardware and software issues on laptops, desktops, and mobile devices. Support users in AWS Workspaces by troubleshooting connectivity and performance issues. Assist with the setup, configuration, and ongoing support of virtual desktop environments. Manage and maintain local printers, including installation, configuration, and troubleshooting. Coordinate setup and maintenance of access points and other network-related hardware for users. Provide support for phone system issues, including configuring and troubleshooting VoIP phones. Manage user accounts in Active Directory (creating, modifying, and deactivating accounts). Assist users with password resets, account permissions, and access issues. Set up and deploy laptops, desktops, phones, and other office technology for new users or office expansions. Ensure devices are configured with the appropriate security policies and software. Assist with basic network troubleshooting, including resolving issues with Wi-Fi connectivity and access points. Document all support requests, incidents, and resolutions using the company's ticketing system (e.g., ServiceNow). Create and maintain technical documentation for troubleshooting procedures and common issues. Work closely with other IT teams to escalate and resolve complex issues. Coordinate with vendors for hardware repairs and replacements. Perform regular maintenance and updates on end-user hardware and software. Monitor system performance and address potential issues before they impact users. Other duties as assigned or as become evident. Is this role for you? Requirements: 2+ years of experience in desktop support, IT helpdesk, or a similar technical support role. Hands-on experience troubleshooting hardware (laptops, printers, access points) and software. Experience in deploying and supporting VDI solutions, particularly AWS Workspaces. Knowledge of Active
Directory , user account management, and permissions. Strong
problem-solving
abilities and attention to detail. Excellent
communication
skills (written and verbal) for interacting with end users and technical teams. Ability to work both independently and as part of a team. Good time management and
multitasking
skills to handle multiple tickets efficiently. Computer Skills: Familiarity with IT service management platforms such as
ServiceNow
or
Jira . Understanding of remote desktop support tools and software. Ability to assist with new device setups (laptops, phones) and office technology installations. Operating systems: Windows / Linux Windows is the primary. AWS / Azure / Google Cloud Platform (GCP). Monitoring tools: DataDog, Nagios, Solar Winds, Logic Monitor. Service Desk tools: ServiceNOW, Heat, Remedy, Jira, etc. Host based Security: Trend Micro, Symantec, SentinelOne, Crowd Strike and others. Log aggregation: Sumologic, Splunk. Microsoft: Office 365, Windows Servers, Microsoft product line RMM tools: Ninja, Datto In addition to the perks of working with an awesome team, CloudHesive offers competitive compensation, comprehensive benefits, training on cutting edge technology and partners (AWS), a flexible work schedule, responsible time off, a kitchen filled with snacks chosen by our employees and much more! If you think youd be a great fit,
wed like to learn more about you!