IT Technician Service Desk

ExecuSource, Inc.; Greeley, Northern (CO, KY); Hybrid; USD 42,000 - 54,000; Full time

Job summary

ExecuSource, Inc. in Greeley, CO is seeking a Level 1 Service Desk Analyst to serve as the primary IT support contact for end-users in a fast-paced corporate environment. This onsite role emphasizes hands-on service with ServiceNow, Active Directory/Entra ID, and Microsoft 365.

You will provide first-level support via phone, chat, and in-person interactions, manage user accounts, MFA, device enrollment, and basic diagnostics to resolve issues within SLA targets.

Qualifications

• 2+ years of dedicated Service Desk or Help Desk experience supporting end-users within a corporate Microsoft environment.
• Proven experience logging, managing, and resolving tickets in ServiceNow or an equivalent enterprise ITSM platform.
• Hands-on experience administering user accounts and permissions in Active Directory and Entra ID (Azure AD) / M365 Admin Center.
• Strong hands-on familiarity supporting Windows 10/11 operating systems and Microsoft 365 applications.
• Proven ability to independently troubleshoot common Level 1 end-user issues and manage multiple concurrent requests in a fast-paced environment.

Responsibilities

• Deliver exceptional, customer-focused technical support to end-users across phone, chat, remote support, and in-person touchpoints.
• Utilize ServiceNow to log, categorize, prioritize, track, and document all incidents and service requests while strictly adhering to SLA targets.
• Communicate ticket status updates clearly to end-users throughout the issue lifecycle and properly escalated tickets when higher-level intervention is required.
• Perform user account management and access administration within Active Directory, Entra ID (Azure AD), Exchange Online, and the Microsoft 365 Admin Center.
• Configure and support Multi-Factor Authentication (MFA) using Microsoft Authenticator and security tools.
• Assist with device enrollment, policy checks, and support using Microsoft Intune.
• Troubleshoot Windows 10/11 laptops, desktops, mobile devices, printers, and peripheral hardware.
• Support Microsoft 365 core applications, including Outlook, Teams, OneDrive, and Office productivity tools.
• Provide baseline network and connectivity troubleshooting, including local wireless, VPN, and network printer connections.
• Utilize basic command-line utilities and PowerShell scripts to assist in day-to-day diagnostic and support activities.
• Author and update internal knowledge base articles and technical documentation to streamline team troubleshooting procedures.

Skills

Service Desk experience

ServiceNow

Active Directory

Entra ID / Azure AD

Microsoft 365

Windows 10/11

Customer service

Education

Associate degree in IT

Tools

Microsoft Intune

PowerShell

M365 Admin Center

Job description

IT TECHNICIAN - SERVICE DESK (LEVEL 1)

Location: Greeley, CO (Onsite)

Department: Information Technology

Schedule: Monday - Friday, 8:00 AM - 5:00 PM

POSITION OVERVIEW

We are seeking an experienced Level 1 Service Desk Analyst to serve as the primary point of contact for end-user IT support across our organization. This role delivers first-level technical assistance via phone, chat, remote support tools, and in-person interaction within a fast-paced corporate environment. We are prioritizing candidates with hands-on experience in ServiceNow, Active Directory / Entra ID, Microsoft 365, and corporate service desk operations. Outstanding customer service, clear communication, and the ability to independently resolve issues while knowing when to elevate are essential to success in this role.

KEY RESPONSIBILITIES

Customer Support & Incident Management

• Deliver exceptional, customer-focused technical support to end-users across phone, chat, remote support, and in-person touchpoints.
• Utilize ServiceNow to log, categorize, prioritize, track, and document all incidents and service requests while strictly adhering to SLA targets.
• Communicate ticket status updates clearly to end-users throughout the issue lifecycle and properly escalated tickets when higher-level intervention is required.

Account & System Administration

• Perform user account management and access administration within Active Directory, Entra ID (Azure AD), Exchange Online, and the Microsoft 365 Admin Center.
• Configure and support Multi-Factor Authentication (MFA) using Microsoft Authenticator and security tools.
• Assist with device enrollment, policy checks, and support using Microsoft Intune.

Hardware, Software & Workstation Support

• Troubleshoot Windows 10/11 laptops, desktops, mobile devices, printers, and peripheral hardware.
• Support Microsoft 365 core applications, including Outlook, Teams, OneDrive, and Office productivity tools.
• Provide baseline network and connectivity troubleshooting, including local wireless, VPN, and network printer connections.
• Utilize basic command-line utilities and PowerShell scripts to assist in day-to-day diagnostic and support activities.
• Author and update internal knowledge base articles and technical documentation to streamline team troubleshooting procedures.

QUALIFICATIONS & REQUIREMENTS

Core Experience

• 2+ years of dedicated Service Desk or Help Desk experience supporting end-users within a corporate Microsoft environment.
• Proven experience logging, managing, and resolving tickets in ServiceNow or an equivalent enterprise ITSM platform.
• Hands-on experience administering user accounts and permissions in Active Directory and Entra ID (Azure AD) / M365 Admin Center.
• Strong hands-on familiarity supporting Windows 10/11 operating systems and Microsoft 365 applications.
• Proven ability to independently troubleshoot common Level 1 end-user issues and manage multiple concurrent requests in a fast-paced environment.

Education & Preferred Skills

• Education: Associate degree in Information Technology, Computer Science, MIS, or related field preferred; equivalent hands-on corporate work experience is fully accepted.
• Preferred Experience: Device management with Microsoft Intune, ITIL-aligned processes, or previous support experience within construction, engineering, or professional services sectors.
• Certifications (Nice to Have): CompTIA A+, Network+, Microsoft Fundamentals, or ITIL Foundations.

Key Personal Attributes

• Excellent verbal and written communication skills with a strong, customer-first service mindset.
• Strong self-direction, organizational capabilities, and a structured approach to problem-solving.
• Ability to collaborate effectively and thrive within a supportive, team-driven environment.