Senior IT Support Analyst – End-User Tech & ITIL

Holland & Hart LLP; Boulder (CO); On-site; USD 39,000 - 65,000; Full time

Job summary

Holland & Hart LLP in Boulder, CO seeks a Technical Support Analyst II to deliver end-user computing support across hardware, software, and networking, while guiding a junior teammate.

You’ll handle incidents via ticketing and phone, maintain Active Directory/Exchange accounts, and collaborate with IT staff to improve service levels and knowledge sharing.

The role requires strong customer service, ITIL understanding, and willingness to travel to other offices; a discretionary bonus may apply.

Qualifications

• Four (4)+ years’ IT experience with end user computing hardware and business applications.
• Associate’s degree or two+ additional years of related experience.
• Minimum of one technical certification related to position (A+, Network+, MCSA: Windows, MCSE: Desktop Infrastructure, ITIL, HDI).
• In-depth technical experience of enterprise Microsoft environments (AD, Microsoft 365, Group Policy, Office applications, PowerShell).
• Foundational understanding of ITIL or HDI.
• Advanced knowledge of computer hardware and networking technologies.
• Maintain positive attitude and customer advocate through issue resolution.
• Ability to maintain professionalism under stress.
• Ability to maintain confidentiality.
• Deadline-driven with excellent time management ability.
• Ability to multitask, prioritize work and manage own time to meet team goals and deadlines.
• Logical and experienced troubleshooting methodology.
• Strong analytical and problem-solving skills.
• Strong written and verbal communications skills.

Responsibilities

• Respond to incoming end user requests and issues via ticketing system and the phone queue.
• Troubleshooting and configuration of Windows and Apple desktop and laptop equipment, printers, network connections, Smartphones, etc.
• Provide top level technical support for multiple products to internal employees.
• Proactively resolve problems by following department protocols and escalate issues when necessary.
• Be an end user advocate while maintaining quality customer service and effective communications.
• Promote the use of technology as a means of efficiency, while adhering to best practices and policy.
• Maintain user & email accounts in Microsoft Active Directory/Exchange and support end-user moves, additions, changes, and departures.
• Serve as an integrated team member and collaborate with IT department members on troubleshooting.
• Utilize appropriate tools to provide end user support and issue resolution.
• Research and recommend innovative approaches for system administration tasks.
• Contribute to department knowledge base articles and FAQs.
• Strong analytical and communication skills with staff and vendors to determine sound solutions.
• Assist Technical Support Manager with hardware and software purchases.
• Possibly training more junior team members.
• Testing new technology.
• Lead multiple low-complexity projects assigned by manager.
• Understand ITIL processes and implement ITIL concepts.
• Increase complex problem solving and provide broader insights.
• Collaborate with other IT support teams to improve service and user self-sufficiency.
• Able to travel to other offices for local hands-on support.
• Available to work rotating late shift/on-call schedule.
• Perform additional duties and tasks to support firm objectives.

Skills

Customer service

Team player

Communication

Troubleshooting

ITIL knowledge

Time management

Education

Associate degree

IT Certifications

Tools

Active Directory

PowerShell

Microsoft 365

Group Policy

Office applications

Job description

Holland & Hart LLP in Boulder, CO seeks a Technical Support Analyst II to deliver end-user computing support across hardware, software, and networking, while guiding a junior teammate.

You’ll handle incidents via ticketing and phone, maintain Active Directory/Exchange accounts, and collaborate with IT staff to improve service levels and knowledge sharing.

The role requires strong customer service, ITIL understanding, and willingness to travel to other offices; a discretionary bonus may apply.