IT Help Desk Analyst – Tier 1 | Onsite
teceze usaDenver, CO
IT Help Desk Analyst – Tier 1 | Onsite
teceze usaDenver, COSenior L5
Computer User Support SpecialistsNetwork and Computer Systems AdministratorsComputer Systems Analysts
Computer Systems Design ServicesComputer Facilities Management ServicesOther Computer Related Services
APPLY NOWRole 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 PagerDutyIncludes evenings, weekends, and holidays
Key Responsibilities:
- Provide Tier 1 support through walk-up, phone, chat, email, and Service
- NowCreate, document, update, and escalate tickets to L2/L3 support teams
- Proactively communicate with users through Service
- Now, 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 OSStrong 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
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Level
Senior L5
Location
Denver, CO
Occupation
Computer User Support Specialists
Industry
Computer Systems Design Services
Posted
9 days ago