Job Description
***** C2C or supplier resumes are not permitted. *****
Job Title: Help Desk Specialist (Technical Service Center Representative)
Job Location: Denver, CO – Hybrid (after 5 weeks of on-site training)
Rate/Salary: $29/hr.
Contract: 6+ months**
**There is potential for this position to convert to full-time depending on the worker's attendance and performance.**
It is a “complex” level 1 role, as the manager described it.
IMPORTANT: This opening is for Denver, Colorado ONLY. This is a hybrid role, requiring you to be on-site in the office100% of the time during the first five weeks of training, then a minimum of 50% of your workdays each month after you complete training. There is potential for this position to convert to full-time depending on the worker's attendance and performance.
Overview
We are seeking a highly motivated and technically proficient professional to join our team in a high-volume, metric-driven call center within the financial services industry. This role requires an individual who can balance strong technical troubleshooting capabilities with exceptional customer service skills in a fast-paced environment. The ideal candidate will be comfortable handling a high volume of calls, meeting performance metrics, and delivering a seamless support experience to end users. Success in this role depends on the ability to quickly diagnose technical issues while maintaining professionalism, empathy, and clear communication with clients. This position may require working non-standard shifts, including nights, weekends, and holidays.
Key Responsibilities
· Serve as the first point of contact for technical support in a high-volume call center environment
· Troubleshoot and resolve hardware, software, and connectivity issues
· Achieve defined performance metrics, including After Call Work (ACW), schedule adherence, and quality standards
· Communicate technical solutions clearly to non-technical users
· Document issues, resolutions, and interactions accurately
· Use internal knowledge bases and tools to drive faster, more consistent resolutions
· Manage time effectively in a metrics driven call center environment
Required Technical Skills
· Identity & Access Management o Active Directory (user and access management)
o Multi-Factor Authentication (MFA) technologies
o FIDO passkeys
· Endpoint & Productivity Tools o Microsoft 365 and Microsoft Office Suite
o Windows OS troubleshooting
o Adobe product support
· Device & Mobility Support
o Mobile Device Management (MDM) technologies
· Virtual/Desktop Environments o Citrix or virtual desktop environments
· Application Support o In-house/internal software troubleshooting
o Web-based application troubleshooting
o Browser troubleshooting
· Networking & Connectivity o Foundational networking concepts, including: VPN, Wi-Fi, and TCP/IP
· Peripheral Support o Printer and scanner troubleshooting
Preferred Qualifications & Certifications
Candidates with the following certifications or knowledge areas are strongly preferred:
· Emerging AI/LLM Technologies (e.g., ChatGPT, Copilot, etc.)
· CompTIA Certifications: A+, Security+, Network+
· HDI Certifications
· ITIL Certification
Education: Minimum of a High School Diploma/GED required; Associate's degree or Bachelor's degree preferred.