IT Help Desk Analyst - Tier 1 | Onsite (Denver)

Role Overview

The Help Desk Analyst will diagnose, troubleshoot, document, and resolve Tier 1 technical issues involving computers, desktop applications, systems, Microsoft 365, endpoint technologies, and conference room/AV equipment.

Coverage:

• On Desk coverage from Monday through Friday, 5:30 AM to 5:30 PM Mountain Time at Denver, Colorado

After-hours support

• Critical Priority 1 issues only
• Coverage triggered through PagerDuty
• Includes evenings, weekends, and holidays

Key Responsibilities

• Provide Tier 1 support through walk-up, phone, chat, email, and ServiceNow
• Create, document, update, and escalate tickets to L2/L3 support teams
• Proactively communicate with users through ServiceNow, phone, email, and Microsoft Teams
• Perform remote troubleshooting using approved remote support tools
• Troubleshoot conference room and meeting room technology and coordinate with OEMs for break/fix issues
• Perform Level 1 troubleshooting and SOP-based resolution for end-user technologies
• Support Microsoft 365, SCCM, Intune, Windows OS, and desktop applications
• Contribute to knowledge creation, shift-left initiatives, and self-service enablement
• Follow established Help Desk/IT Operations policies, processes, and service standards

Required Skills & Knowledge

• Hands-on knowledge of Microsoft 365 end-user applications
• Experience with Microsoft Intune, SCCM, and Windows OS
• Strong desktop application troubleshooting skills
• Familiarity with ITIL/ITSM processes
• Strong technical aptitude and problem-solving skills
• Excellent customer service and professional communication skills
• Ability to troubleshoot issues effectively and escalate when beyond Tier 1 scope