Service Desk Rep II - Denver

Role Overview

In this role, you will be the first point of contact for IT support, using Service Now to manage and resolve incoming requests. You will install and troubleshoot PC hardware, software, and peripherals while supporting major incidents and maintaining technical documentation. You will partner closely with employees across the organization, delivering responsive, customer‑focused service in a fast‑paced environment.

• Utilize the Service Now ticketing system to log, distribute, and escalated all incoming requests following SOPs.
• Provide first‑level assistance for incoming requests related to all IT systems.
• Install and configure PC hardware, software, and peripherals.
• Track major incidents to resolution while delivering timely and accurate mass communications.
• Develop and maintain technical instruction sets and knowledge base articles.
• Build and maintain quality relationships with internal and external customers.
• Install and remove computer equipment, including occasional lifting, bending, and reaching.
• Work early mornings, evenings, nights, weekends, and travel or remain on call when necessary.
• Complete special projects and other duties as assigned by the Service Desk Manager.

• 0‑2+ years of Help Desk, Call Center, Customer Service, or equivalent experience.
• Proficiency using Windows or Mac computers.
• Basic understanding of software application support, preferably JD Edwards, Okta, and Office 365.
• Ability to type 40+ WPM.
• Understanding of ITIL‑based practices and experience with Service Now or similar ITSM software.
• Basic knowledge of computer networking, Active Directory, A/V, telephony, and other electronics.
• Ability to install, configure, and troubleshoot PC hardware, software, and peripherals.
• High school diploma or equivalent.

• You listen actively and empathize with customers to understand their needs.
• You communicate clearly with excellent written and verbal skills.
• You work effectively in a fast‑paced team environment while maintaining strong communication with others.
• You demonstrate initiative by asking questions and quickly learning new systems and environments.
• You stay organized and handle multiple tasks and deadlines with attention to detail.
• You can prioritize work based on goals with minimal supervision.

The base compensation for this position ranges from $24.09 to $32.11 per hour. Please note that wages may vary depending on skills and experience.

• This position is eligible for vacation, holidays, health, dental, vision, mental health, retirement plans, and other benefits. Follow this link for more information regarding Wilbur‑Ellis employee benefits:

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Diversity of people, cultures, opinions, and ideas makes us all stronger. From leadership commitment to employee buy-in, we know that creating an inclusive environment and providing opportunities for all employees to reach their full potential is a shared responsibility.