IT Service Desk Analyst II

IT Service Desk Analyst II

6 Months Contract

Englewood, CO

Reports To

Director of IT Infrastructure

Job Overview

The IT Service Desk Analyst II is responsible for providing technical support to end users, troubleshooting hardware, software, and network-related issues. This role serves as an escalation point for complex IT issues while also assisting with inventory and asset management to ensure proper tracking and deployment of IT resources.

The ideal candidate has strong problem-solving skills, experience with IT service management (ITSM) tools, and a solid foundation in Windows, macOS, and Microsoft 365 administration.

Essential Responsibilities and Duties

• Provide technical support, resolving escalated IT issues from junior support members.
• Support Microsoft Windows and Apple macOS operating systems, as well as enterprise applications.
• Troubleshoot and resolve software, hardware, and network-related issues, escalating to higher-level teams when necessary.
• Manage IT service requests and incidents through an ITSM system (e.g., Jira, ServiceNow, ServiceDesk Plus, FreshDesk).
• Install, configure, maintain, and support desktop/laptop systems, peripherals, and mobile devices.
• Administer Active Directory, Microsoft 365, and enterprise applications, including user account management, permissions, and security policies.
• Assist in setting up new workstations, hardware deployments, and software rollouts.
• Maintain accurate records in the IT asset management system, ensuring all IT equipment is properly tracked and assigned.
• Assist with inventory control, procurement, and disposal of IT assets.
• Ensure compliance with IT security policies, data protection standards, and best practices.
• Provide end-user training on common IT systems and troubleshooting best practices.
• Work closely with IT infrastructure and security teams to improve system stability and compliance.
• Participate in IT projects related to system improvements, migrations, and deployments.
• Other duties as assigned.

Qualifications

Education & Experience

• High school diploma or GED required
• Minimum of 3 years of experience in IT support, helpdesk, or service desk environments.
• Experience working with IT Service Management (ITSM) tools such as Jira, ServiceNow, ServiceDesk Plus, FreshDesk, or similar platforms.

Technical Skills

• Proficiency in troubleshooting and supporting:
• Microsoft Windows and Apple macOS operating systems
• Microsoft 365 Admin Center, Exchange Online, and Active Directory
• Networking fundamentals (LAN, wireless networking, VPN, TCP/IP)
• Printers, mobile devices, and other peripherals
• Experience in IT asset management, inventory tracking, and procurement processes.
• Knowledge of virtualization, backup & recovery solutions, and IT security best practices is a plus.
• Exposure to Microsoft Azure, Entra ID, and AutoPilot is a plus.

Certifications (Preferred but Not Required)

• CompTIA A+
• ITIL Certification
• Microsoft 365 Certified

Soft Skills

• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong customer service orientation, with the ability to handle multiple tasks in a fast-paced environment.
• Ability to work independently and collaboratively as part of a team.

Work Environment

This job operates in both a professional office and a distribution environment. This role routinely uses standard office equipment such as computers, phones and copy machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to clearly communicate with individuals internal and external to the organization.

The employee frequently is required to move about the building.

The employee is required to have close visual acuity to perform activities such as setting up computer terminals, viewing screens and reading manuals.

The employee may be required to lift up-to 50 lbs. by themselves.

Position Type/Expected Hours of Work

This is a full-time position with typical business hours.

It may reasonably require additional hours during the week and weekend for urgent repairs or routine maintenance; specific requirements will be determined with Manager.

Occasional remote work may be allowed.

Travel

Less than 5% of overnight travel.