Help Desk Pro: First‑Line IT Support

National Jewish Health; Denver (CO); On-site; USD 59,000 - 78,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Dental & Vision plans

403(b) plan

Wellness incentives

Tuition reimbursement

Child care assistance

PSLF eligible employer

Disability & Life Insurance

Voluntary benefits

Exclusive discounts

Job summary

National Jewish Health is seeking a Service Desk Analyst to provide first level technical support for end-users across clinical, research, administrative, and external portal systems. The role collaborates with IST teams to ensure high-quality service delivery and effective incident resolution.

Responsibilities include documenting requests, maintaining knowledge base content, and using remote tools to troubleshoot and train users, while escalating complex issues as needed.

Qualifications

• High School diploma or equivalent required. Computer-related coursework or training preferred.
• A minimum of two (2) years of recent and related experience required. Previous Desktop Support experience is preferred with emphasis on Windows 10 OS and MS Office 2016.
• Strong knowledge of Microsoft based operating systems and MS Office Suite preferred. A+, Network +, Microsoft Certifications, and ITIL V3 Foundations Certification strongly preferred.

Responsibilities

• Provides first level technical support to clinical, research, administrative, and external portal end-users.
• Processes all incoming incidents and service requests and escalates complex issues to other IST groups.
• Creates and maintains technical support documentation on IST SharePoint sites and in the knowledge base.
• Documents all request details in the Enterprise Management System, including error messages and troubleshooting steps.
• Uses remote control tools to troubleshoot and train end-users and increase first-touch resolution.
• Keeps IST supervisor informed about outages, events, and escalations.
• Performs as back-up to staff absences as necessary.

Skills

Windows 10 OS

MS Office

Desktop Support

Problem Solving

Education

High School diploma or equivalent

A+ Certification

Network+ Certification

ITIL V3 Foundations Certification

Microsoft Certifications

Tools

MS Office 2016

Windows 10 OS

Job description

National Jewish Health is seeking a Service Desk Analyst to provide first level technical support for end-users across clinical, research, administrative, and external portal systems. The role collaborates with IST teams to ensure high-quality service delivery and effective incident resolution.

Responsibilities include documenting requests, maintaining knowledge base content, and using remote tools to troubleshoot and train users, while escalating complex issues as needed.