Service Desk Analyst

Job Description

🚀 We’re hiring: IT Service Desk Analyst II

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📍 Englewood, CO 80112 — 100% Onsite

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🕒 6+ Month Contract | Full-Time

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👤 Reports to: Director of IT Infrastructure

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Overview:

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Provide technical support to end users, troubleshoot hardware/software/network issues, serve as an escalation point for complex IT issues, and support IT inventory/asset management.

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What you’ll do:

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• Resolve escalated IT issues and support Microsoft Windows, Apple macOS, and enterprise applications

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• Troubleshoot hardware, software, and network issues; escalate to higher-level teams when needed

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• Manage IT service requests/incidents via ITSM tools (Jira, ServiceNow, ServiceDesk Plus, FreshDesk, or similar)

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• Install, configure, maintain, and support desktops/laptops, peripherals, and mobile devices

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• Administer Active Directory, Microsoft 365, and enterprise apps: user accounts, permissions, security policies

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• Set up workstations, hardware deployments, and software rollouts

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• Maintain IT asset records; assist with inventory control, procurement, and disposal

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• Ensure compliance with IT security policies and data protection standards

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• Provide end-user training; collaborate with infrastructure/security teams; participate in IT projects, migrations, and deployments

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What you’ll need:

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• High school diploma/GED required

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• Minimum 3 years IT support, helpdesk, or service desk experience

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• Experience with ITSM tools such as Jira, ServiceNow, ServiceDesk Plus, FreshDesk, or similar

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• Proficiency supporting Windows and macOS

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• Microsoft 365 Admin Center, Exchange Online, and Active Directory

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• Networking fundamentals: LAN, wireless, VPN, TCP/IP

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• Printers, mobile devices, and peripherals

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• IT asset management, inventory tracking, and procurement

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• Strong analytical/problem-solving, communication, customer service, multitasking, and ability to work independently and in a team

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Preferred:

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• CompTIA A+, ITIL, Microsoft 365 Certified

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• Virtualization, backup/recovery, IT security best practices

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• Azure, Entra ID, AutoPilot

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Work details:

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• Professional office + distribution environment

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• Full-time, typical business hours; additional week/weekend hours may be needed for urgent repairs/routine maintenance

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• Occasional remote work may be allowed

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• Physical requirements include moving about the building, close visual acuity, and ability to lift up to 50 lbs

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• Travel: less than 5% overnight

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