Information Technology Help Desk Analyst

Position Details:Role: IT Help Desk AnalystLocation: Denver, CODuration: FulltimeShift Timing: 5.30 AM to 5.30 PM

Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.
Job Summary: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, 7:30 AM to 3:30 PM Mountain Time at Plymouth, Minnesota
After-hours supportCritical Priority 1 issues onlyCoverage triggered through PagerDutyIncludes evenings, weekends, and holidays
Key ResponsibilitiesProvide Tier 1 support through walk-up, phone, chat, email, and ServiceNowCreate, document, update, and escalate tickets to L2/L3 support teamsProactively communicate with users through ServiceNow, phone, email, and Microsoft TeamsPerform remote troubleshooting using approved remote support toolsTroubleshoot conference room and meeting room technology and coordinate with OEMs for break/fix issuesPerform Level 1 troubleshooting and SOP-based resolution for end-user technologiesSupport Microsoft 365, SCCM, Intune, Windows OS, and desktop applicationsContribute to knowledge creation, shift-left initiatives, and self-service enablementFollow established Help Desk/IT Operations policies, processes, and service standards xzbcwsv
Required Skills & KnowledgeHands-on knowledge of Microsoft 365 end-user applicationsExperience with Microsoft Intune, SCCM, and Windows OSStrong desktop application troubleshooting skillsFamiliarity with ITIL/ITSM processesStrong technical aptitude and problem-solving skillsExcellent customer service and professional communication skillsAbility to troubleshoot issues effectively and escalate when beyond Tier 1 scope