Service Desk Specialist | Information Technology

KSL CAPITAL PARTNERS – Information Technology – Service Desk Specialist – Denver

Description

KSL Capital Partners, LLC (“KSL”) is a leading global private equity firm specializing in travel and leisure enterprises.  KSL specializes in investments across five primary sectors: hospitality, recreation, clubs, real estate, and travel services.  KSL has approximately $25 billion of assets under management across its equity, debt, and tactical opportunities funds and has completed over 185 investments since 2005.  These investments include some of the premier businesses and properties in travel and leisure globally. Today, KSL has offices in Denver, Colorado; Stamford, Connecticut; New York City, New York; and London, England.

To learn more, please visit https://kslcapital.com/.

Role:

The IT Service Desk Specialist role is based in Denver, reporting to the Service Delivery Manager. This position joins a three-person Service Desk team supporting 150+ workstations across KSL's Denver, New York, Connecticut, and London offices. Users are highly educated and demanding, so strong interpersonal skills are critical to success. This is an in-office position and typical support hours are 8:00 AM–5:00 PM, with some team members arriving early and others staying late to provide coverage across time zones. Tasks include: (1) troubleshooting Windows 11 and Apple devices (macOS, iOS, iPadOS); (2) deploying and upgrading software; (3) provisioning and replacing workstations, mobile phones, and laptops; (4) resolving and troubleshooting user issues across a distributed, multi-office user base; and (5) managing user email, identity, and account access.

Responsibilities:

• Work in a team environment providing Tier I and II service desk support and troubleshooting across Windows and Apple environments


• Troubleshoot software and hardware failures and identify root cause on user computers, mobile devices, and related systems


• Perform installation, repair, and preventative maintenance of user computers and related systems.


• Prioritize incoming phone, ticket, and email requests for technical assistance; escalate appropriately to next-level staff


• Maintain appropriate system access controls and user profiles, including new user account setup, access modification/termination, and password/MFA resolution


• Support onboarding/offboarding processes including device provisioning, account setup, and security tool enrollment (email security, endpoint protection, security awareness training)


• Document processes and procedures as needed


• Assist in evaluating software to meet user requirements


• Apply acquired job skills and company policies and procedures to complete assigned tasks

Required Skills and Experience:

• White-glove Service Desk support experience


• Experience troubleshooting Windows 11, Microsoft Office 365, Teams, Word, Excel, Outlook, etc.


• Understanding of Microsoft Entra ID / Active Directory and ability to manage user accounts and access


• Experience with the Microsoft 365 admin center


• Experience with multifactor authentication tools (e.g., DUO) and troubleshooting MFA/login issues.


• Experience troubleshooting computer and hardware systems


• Understanding of networking fundamentals: OS, security, Ethernet, TCP/IP, DNS, Group Policy, DHCP, VPN, and wireless communication


• Ability to take ownership and responsibility for new and ongoing tasks


• Maintain and observe the highest professional ethical standards and confidentiality


• Ability to foster effective teamwork in a fast-paced, collaborative work environment


• Ability to manage communications and support requests across multiple US and international offices (Denver, NY, CT, London)


• Excellent organizational skills

Desired Skills and Experience:

• macOS troubleshooting: FileVault, Keychain, Migration Assistant, Time Machine/backup recovery


• iOS/iPadOS device support: Apple Business Manager, mobile device provisioning, Activation Lock/Find My recovery


• Experience with Cisco Call Manager or Microsoft Teams Phone


• Experience with Slack or Microsoft Teams administration/support


• Experience with endpoint management and software deployment tools (e.g., Action1, Intune Autopilot, Freshservice, LANsweeper)


• Experience with workstation backup solutions (e.g., Carbonite)


• Experience with Microsoft PowerShell


• Experience with antivirus/endpoint protection management (e.g., Cisco Secure Endpoint, Sophos, Microsoft Defender)


• Familiarity with email security tools (e.g., Mimecast) and security awareness platforms (e.g., KnowBe4)


• Exposure to SIEM/security alert triage (e.g., ReliaQuest GreyMatter), including recognizing when to escalate to Darktrace/FRSecure


• Ability to promote process improvement

Education and Additional Experience:

• High school, secondary school, or equivalent; associate or bachelor’s degree a plus but not required


• 3+ years of Service Desk / desktop support experience in a Microsoft server and computer environment, ideally including some hands-on Apple (macOS/iOS) support


• Experience supporting users in a professional services, financial services, or similarly high-expectation corporate environment preferred


• Experience supporting a multi-office or distributed workforce a plus


• CompTIA A+, Network+, or Security+ certification a plus

The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification.  The statements are not intended to be an exhaustive list of all job duties performed by employees assigned to this classification.