Service Desk Agent

Location: Westminster, Colorado, United States; U.S. Person status required. The role provides both remote and on-site support and may require rotational on-call participation.

Salary: $18.75–$27.50 per hour in Colorado, with the starting rate based on experience, qualifications, location, and market conditions.

Company

Develops spatial intelligence solutions that help decision makers and operators understand current events and plan for the future.

What you will do

• Manage calls, chats, emails, and tickets while identifying user needs, prioritizing incidents, and communicating status through resolution.
• Provide remote and on-site support for Windows and macOS workstations, laptops, peripherals, mobile devices, printers, VPN, Wi-Fi, and conference-room technology.
• Support Google Workspace, Chrome, ChromeOS, collaboration workflows, multifactor authentication, sharing permissions, and file synchronization.
• Perform authorized Active Directory, account, access, device, asset, and equipment-lifecycle tasks.
• Troubleshoot incidents, verify resolutions, escalate specialized issues, and coordinate with infrastructure, identity, security, network, facilities, and vendor teams.
• Create and maintain knowledge articles, standard operating procedures, troubleshooting guides, and accurate service records.

Requirements

• U.S. Person status is required: U.S. citizen, permanent resident, Asylee, or Refugee.
• One to two years of customer service, technical support, service desk, or related experience.
• Basic-to-intermediate troubleshooting experience with Windows, macOS, Microsoft applications, Google Workspace, web browsers, and end-user hardware.
• Working knowledge of IT service management, ticket lifecycles, SLAs, escalation procedures, and ITIL concepts.
• Ability to communicate clearly with users, technical teams, vendors, and management and to document technical information.
• Ability to obtain and maintain TS/SCI or another customer-specific security clearance may be required depending on the assignment.

Nice to have

• Experience with ticketing systems, remote-support tools, knowledge bases, Active Directory, or endpoint-management tools.
• Experience in a structured, SLA-driven, or 24/7 operations environment.
• Familiarity with networking fundamentals, identity and access management, endpoint security, and device lifecycle practices.

Culture & Benefits

• Full-time position with a customer-focused, collaborative working environment.
• Competitive total rewards package with a 401(k) and company match.
• Mental health resources, student loan repayment assistance, adoption reimbursement, and pet insurance.
• Equal opportunity workplace focused on respect, inclusion, and encouraging employee ideas.

Hiring process

• Submit an application through the careers page.
• The application window remains open for three days from posting or reposting and closes when a qualified candidate is identified.