Information Technology Help Desk Analyst

Teceze; Denver (CO); On-site; USD 52,000 - 68,000; Full time

Job summary

Teceze is seeking a Help Desk Analyst to diagnose, troubleshoot, document, and resolve Tier 1 technical issues involving computers, desktop applications, systems, Microsoft 365, endpoint technologies, and conference room/AV equipment.

Responsibilities include providing Tier 1 support via walk-up, phone, chat, email, and ServiceNow, creating and escalating tickets, and communicating with users through Teams and email. Experience with ITIL/ITSM and strong customer service skills are preferred.

Qualifications

• Experience providing Tier 1 IT support via walk-up, phone, chat, email, and ServiceNow.
• Familiar with Microsoft 365 end-user applications.
• Knowledge of ITIL/ITSM frameworks.
• Strong problem-solving and customer service skills.
• Ability to escalate to L2/L3 when needed.

Responsibilities

• 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

Skills

Microsoft 365 end-user applications

ITIL/ITSM processes

Customer service

Problem solving

Communication skills

Hands-on technical aptitude

Escalation to L2/L3 when needed

Tools

Microsoft Intune

SCCM

Windows OS

ServiceNow

Job description

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
• Critical Priority 1 issues only
• Coverage triggered through PagerDuty
• Includes evenings, weekends, and holidays

Key Responsibilities

• Provide Tier 1 support through walk-up, phone, chat, email, and ServiceNow
• Create, document, update, and escalat[e] 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

Required Skills & Knowledge

• Hands-on knowledge of Microsoft 365 end-user applications
• Experience with Microsoft Intune, SCCM, and Windows OS
• 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 escalat[e] when beyond Tier 1 scope