IT Support Analyst — Enterprise Help Desk

Westwood Professional Services; Westminster (CO); On-site; USD 34,440 - 38,572; Full time

Job summary

Westwood Professional Services is seeking an IT Analyst to join our team to deliver timely technical support to the enterprise, collaborating with business users to ensure services meet business value and align with strategy.

The role focuses on first-line support, ticket management in ServiceDesk, and provisioning of imaging, software, and hardware, with emphasis on clear documentation and customer service.

Qualifications

• Enrolled in or completed an IT-related education program.
• Familiarity with the Microsoft Productivity tools (Word, Excel, PowerPoint, Outlook).
• Willingness to learn and stay on top of IT industry trends and practices.
• Exceptional problem-solving and organization skills.
• Ability to work with others and provide great customer service to the Users.
• Have good communication skills and a sociable manner.
• Maintain strong attention to detail in high-pressure situations.
• Ability to diffuse a situation that has escalated.

Responsibilities

• Be the first point of contact for support and manage tickets in ServiceDesk
• Provide Operational support for office equipment (e.g. printer, plotters, service calls)
• Work with users in-person or remotely to resolve a high percentage of reported issues
• Provide up-to-date imaged computers to users along with requested software and deploy updates as needed
• Provide documentation on processes used for support through collaboration
• Manage, support, and procure Telecommunication equipment
• Order computers and IT supplies from our preferred Vendors
• Maintain computer inventory and replacement plan
• Provide problem identification and escalation within the support organization
• Support business operations by engaging key staff (IE: admins, office leads, PM's, etc.)
• Provide assistance in facilitating important meetings
• Work to make IT Services Support be viewed as the single resource for obtaining Technology Support

Skills

IT-related education program

Microsoft Office

Willingness to learn IT trends

Problem solving

Customer service orientation

Communication skills

Attention to detail

Ability to diffuse escalated situation

Education

IT-related education program

Tools

Microsoft Office

Job description

Westwood Professional Services is seeking an IT Analyst to join our team to deliver timely technical support to the enterprise, collaborating with business users to ensure services meet business value and align with strategy.

The role focuses on first-line support, ticket management in ServiceDesk, and provisioning of imaging, software, and hardware, with emphasis on clear documentation and customer service.