Job Description
Role Overview
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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.
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Coverage:
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- On Desk coverage from Monday through Friday, 5:30 AM to 5:30 PM Mountain Time at Denver, Colorado
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After-hours support
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- Critical Priority 1 issues only
- Coverage triggered through PagerDuty
- Includes evenings, weekends, and holidays
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Key Responsibilities
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- 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
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Required Skills & Knowledge
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- 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
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