Help Desk Support Technician

Farm Credit of Southern Colorado (FCSC) is seeking a Help Desk Support Tech to join our team. The chosen candidate will be responsible for providing first-level technical support to end users across the organization. This role serves as the initial point of contact for IT-related issues, ensuring timely resolution of service requests while delivering a high level of customer service.

The technician will follow established standard operating procedures (SOPs), assist with endpoint and identity management tasks, and escalate complex issues to senior IT staff as needed. This role is critical to maintaining operational efficiency, system availability, and compliance with organizational and regulatory standards.

This position is full time, working approximately 40 hours a week, and is benefits eligible. Occasional travel may be required to sufficiently support other locations within territory.

Organizational Information

At Farm Credit of Southern Colorado, we believe in creating a culture where teammates enjoy coming to work and feel included. We live this every day by enacting our FIRST principles, Fun , Integrity , Respect , Service , and Trust . Our commitment to our employees has earned Farm Credit of Southern Colorado recognition by the Colorado Springs Gazette a Best Place to Work for the past 4 years.

As one of the Farm Credit System’s associations, Farm Credit of Southern Colorado is a robust organization serving its member/owners in 31 counties throughout Southern Colorado. With over $1.6 billion in assets, Farm Credit of Southern Colorado’s approximately 120 staff members bring strength to its shareholders and communities. Farm Credit of Southern Colorado is a member-owned cooperative that provides a wide range of financial products and risk management services for agricultural producers, agribusinesses, land owners and rural homeowners.

Today, the Farm Credit System is one of the strongest, most financially sound lending institutions in the U.S. Its 59 institutions serve our country’s farmers and ranchers, rural America, and agribusiness. 

Responsibilities:

End-User Support & Service Delivery

Serve as the first point of contact for IT support requests via ticketing system, phone, or email

Troubleshoot and resolve common issues related to:

• Workstations (Windows and MacOS/iOS where applicable)
• Microsoft 365 applications
• Network connectivity
• Printing and peripherals

Ensure timely response and resolution in alignment with service level expectations (SLAs)

Provide clear communication to users regarding issue status and resolution steps

Ticket Management & Documentation

Accurately log, categorize, and prioritize service requests in the IT service management (ITSM) system (FreshService)

Maintain detailed and audit-ready documentation. (ITGlue)

Maintain detailed Asset inventory system.

Follow established SOPs and knowledge base articles for consistent issue resolution

Contribute to documentation improvements by identifying gaps or outdated procedures

Identity & Access Support

Assist with basic identity and access management tasks within EntraID, including:

• Password resets and account unlocks
• User provisioning/deprovisioning tasks (as assigned)
• Group membership updates

Ensure all access-related activities follow approved processes and security policies

Escalate access requests requiring elevated permissions or approval workflows

Endpoint & Device Support

Support device lifecycle activities including:

• Device setup and provisioning
• Software installation and updates
• Basic troubleshooting and remediation

Assist in maintaining endpoint compliance standards (e.g., patching, security baselines)

Escalate advanced device issues to infrastructure or security administrators

Escalation & Collaboration

Escalate unresolved or complex issues to senior IT staff (e.g., Infrastructure Administrators, Security Architect)

Collaborate with IT team members to resolve cross-functional issues

Follow defined escalation paths and ensure proper handoff of tickets

Minimum Qualifying Characteristics:

• Associate degree in information systems or related field, or an equivalent combination of education and experience sufficient to perform the essential functions of the job.
• 2 years of experience supporting technology in some capacity.
• Certifications are a plus. (CompTia A+, Network+, Security+, Azure Certs)
• Working knowledge of processes and tactics used to troubleshoot issues related to technology
• Working knowledge of IT equipment to troubleshoot hardware and software problems
• Working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Working knowledge of Identity management fundamentals (e.g., user accounts, permissions)
• Skill in oral and written communication, sufficient to discuss a variety of job-related topics, and to effectively communicate complex topics to a variety of audiences
• Skill in utilizing a systematic approach to problem solving
• Skill in utilizing time in an efficient and effective manner
• Skill in performing a variety of duties, often changing from one task to another of a different nature

Farm Credit of Southern Colorado is an Equal Opportunity Employer dedicated to diversity in the workplace and offers a great work environment. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, or protected veteran status.

The following information is disclosed in compliance with the Colorado Equal Pay for Equal Work Act. Similar positions applied for outside of Colorado will not necessarily receive the same compensation.

Salary Range: $50,000 - $55,000

This range is a good-faith and reasonable estimate of the range of possible compensation at the time of this posting. Actual salaries could vary and may be above or below the range as permitted by Colorado Equal Pay Transparency Rule 4.1.2. Variation is based on various factors including but not limited to location, qualifications, experience, operational needs and other considerations permitted by law. In compliance with the Colorado Equal Pay for Equal Work Act, a potential new employee’s salary history will not be used in compensation decisions. In addition, benefits for this position include medical, dental, vision and life insurance, 401k, tax advantage accounts, paid vacation, sick leave and parental leave. 

FINAL DATE FOR APPLICATION: Until the position is filled.