Job Description:
Our client is seeking a Help Desk Analyst for a full-time position onsite in Englewood, Colorado.
In this role you will:
- Oversee technology including laptops, mobile devices, IP telephones, printers, business software, and Microsoft Office.
- Participate in the evaluation, testing, and recommendation of new hardware and software for organizational use.
- Create and update procedural/process documentation and maintain the knowledge base on a regular schedule.
- Troubleshoot network, system, and application issues, and escalate to the appropriate resources as needed.
- Provide prompt and courteous technical support.
- Interact with users via phone, email, remote support, and other channels.
- Resolve tier 1 and 2 tickets for end-users.
- Document all incidents and requests in the ticketing system.
- Work within defined SLAs and escalate incidents to ensure commitments are met.
- Offer 24/7 on-call support as needed.
- Provide audio/visual support for conference room equipment and any guest devices for company meetings.
- Deliver end-user training, both structured and on-demand.
- Respond to support cases with urgency.
- Assist management in maintaining adequate hardware supplies.
Technical Skills:
- Basic proficiency with Microsoft Active Directory/Azure Active Directory, Windows 10/11, and Microsoft Office (M365).
- Fluency in Spanish/English
- Fundamental knowledge of networking principles (TCP/IP, DNS, LAN/WAN).
- Understanding of standard IT security practices (virus remediation, firewalls, phishing).
Education and Experience
- Two or more years of service desk or desktop support experience.
- Basic experience installing, troubleshooting, and maintaining peripherals (printers, scanners, cameras).
- Familiarity with Apple/iOS and Android devices.
- Experience with Service Desk ticketing systems and remote support technologies.
- Associate's degree or diploma in Information Security, Computer Science, Information Systems, or equivalent work experience.
Preferred Qualifications
- ITIL certification is preferred.
- CompTIA A+, Network+, or Security+ certifications are preferred.