IT Help Desk Analyst - Tier 1

Teceze USA

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

Apply

Vacancy posted 4 hours ago

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