IT Service Desk Analyst II | Windows/macOS & ITSM Pro

TekWissen LLC; Englewood (CO); On-site; USD 38,000 - 53,000; Full time

Benefits offered by this job

TekWissen® Group is an equal ...

Job summary

TekWissen is seeking an IT Service Desk Analyst II to provide technical support to end users, troubleshooting hardware, software, and network-related issues onsite in Englewood, CO. This temporary assignment requires strong problem-solving skills and experience with ITSM tools.

The role serves as escalation point for complex IT issues while assisting with inventory and asset management to ensure proper tracking and deployment of IT resources, with a foundation in Windows, macOS, and Microsoft

Qualifications

• High school diploma or GED required.
• Minimum of 3 years of experience in IT support, helpdesk, or service desk environments.
• Experience with IT Service Management (ITSM) tools such as Jira, ServiceNow, ServiceDesk Plus, FreshDesk, or similar platforms.

Responsibilities

• Provide technical support, resolving escalated IT issues from junior support members.
• Support Windows and macOS operating systems, as well as enterprise applications.
• Troubleshoot and resolve software, hardware, and network-related issues, escalating to higher-level teams when necessary.
• Manage IT service requests and incidents through an ITSM system (e.g., Jira, ServiceNow, ServiceDesk Plus, FreshDesk).
• Install, configure, maintain, and support desktop/laptop systems, peripherals, and mobile devices.
• Administer Active Directory, Microsoft 365, and enterprise applications, including user account management, permissions, and security policies.
• Assist in setting up new workstations, hardware deployments, and software rollouts.
• Maintain accurate records in the IT asset management system, ensuring all IT equipment is properly tracked and assigned.
• Assist with inventory control, procurement, and disposal of IT assets.
• Ensure compliance with IT security policies, data protection standards, and best practices.
• Provide end-user training on common IT systems and troubleshooting best practices.
• Work closely with IT infrastructure and security teams to improve system stability and compliance.
• Participate in IT projects related to system improvements, migrations, and deployments.
• Other duties as assigned.

Skills

IT support

ITSM tools

Windows

macOS

Microsoft 365

Active Directory

Education

High school diploma or GED

Tools

Jira

ServiceNow

ServiceDesk Plus

FreshDesk

Job description

TekWissen is seeking an IT Service Desk Analyst II to provide technical support to end users, troubleshooting hardware, software, and network-related issues onsite in Englewood, CO. This temporary assignment requires strong problem-solving skills and experience with ITSM tools.

The role serves as escalation point for complex IT issues while assisting with inventory and asset management to ensure proper tracking and deployment of IT resources, with a foundation in Windows, macOS, and Microsoft