This is on site in Golden, CO Please no 3rd party calls Contract opportunity starting early December The IT Help Desk Specialist will serve as the first point of contact for Jeffco employees during the Workday implementation. This position will provide Level 1 support for Workday navigation, employee self-service and manager self-service functions, basic troubleshooting, and ticket management. The ideal candidate combines strong customer service skills with prior help desk experience and the ability to quickly learn new systems and processes. Previous Workday support experience is highly preferred.
Key Responsibilities:
Provide first-line support via phone, chat, and ticketing system.
Assist employees with Workday navigation and common "how do I?" questions.
Troubleshoot and resolve basic user issues using provided documentation and knowledge articles.
Log, categorize, document, and manage support tickets.
Triage and escalate complex technical, HR, payroll, or functional issues to appropriate support teams.
Identify recurring support trends and communicate opportunities for knowledge base improvements.
Maintain professional, customer-focused support during a high-volume go-live period.
Other duties as assigned.
Required Experience:
1-2+ years of IT Help Desk, Service Desk, or Level 1 Support experience.
Experience supporting users via phone, ticketing systems, and chat tools.
Strong customer service, communication, and problem-solving skills.
Ability to quickly learn new business applications and support procedures.
Experience documenting and tracking incidents in an ITSM platform.
Ability to work effectively in a fast-paced support environment.
Preferred Experience:
Prior Workday support experience (HCM, Payroll, Financials, Employee Self-Service, or Manager Self-Service).Experience supporting enterprise software rollouts or ERP go-live events.
Experience working in a command center, hypercare, or high-volume support environment.
K-12 or public sector experience is a plus.
