Service Desk Analyst L1

Auxis; Colorado; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health benefits including medical, viz

Associacion Solidarista

Training and development programs

Employee recognition program

Paid time off and family-paid leave

Paid day off for your birthday!

Job summary

Auxis is seeking a Service Desk Analyst (L1) in Colorado to be the first point of contact for users, delivering high-quality technical support across applications, hardware, network, and telecommunications. You will log, diagnose, and resolve tier 1 requests while documenting in our ticketing system and escalating to tier 2/3 when needed.

The role requires knowledge of ITIL practices, active directory, and basic endpoint support.

Qualifications

• 1 year of technical support experience with ITIL understanding.
• Experience with Active Directory, network printers, and Windows shares.
• Proven ticket management and customer support skills.

Responsibilities

• Manage incident and request queue for Auxis clients.
• Provide first-level technical support via phone, chat, or email.
• Document issues and resolutions in the ticketing system.
• Escalate complex issues to tier 2/3 support when needed.
• Maintain knowledge base articles and assisting tool users.
• Ensure tickets meet SLAs and follow escalation procedures.
• Keep accurate case records and communicate clearly with customers.

Skills

ITIL knowledge

Active Directory

Networking basics

Ticketing system experience

Customer service excellence

Hardware support basics

Remote tools usage

Cybersecurity awareness

Education

High school diploma

Pursuing CS/IT degree (nice to have)

Tools

RDP

TeamViewer

AnyDesk

Job description

Expectations for All Employees:

To support the organization’s mission, vision, and values by exhibiting the following characteristics: excellence and competence, collaboration, innovation, respect, commitment to our community, accountability and ownership.

Job Summary

Expectations for All Employees: To support the organization’s mission, vision, and values by exhibiting the following characteristics: excellence and competence, collaboration, innovation, respect, commitment to our community, accountability and ownership.

High Level Position Summary

The Service Desk Analyst (L1) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. In this senior role, the analyst will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats, and tasks, documenting all details within our ticketing system, and utilizing a knowledge base tool, in conjunction with their basic knowledge, to resolve tier 1 requests. When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated tier 2 and 3 support teams. Their role involves applications, hardware, network, and telecommunications systems, as well as delivering essential desktop support services.

Responsibilities

• Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are properly logged, categorized, prioritized, assigned, documented, and closed in accordance with Incident, Request, Problem, and Knowledge Management processes.
• Serve as the initial point of contact for customers, providing first-level technical support and guiding users through effective troubleshooting processes via phone, chat, or email.
• Provide clear communication to customers regarding issue resolution and perform follow-ups to ensure customer satisfaction and case closure.
• Escalate unresolved or complex inquiries to the next level of support following established escalation procedures.
• Provide basic functional support for supported tools and systems, including Point of Sale (POS) systems when applicable to the account.
• Maintain accurate and detailed case records within the service management tools, ensuring full accountability for ticket logging, documentation, and closure.
• Exceed customer expectations by delivering professional, timely, and high-quality customer service while adhering to defined service level agreements (SLAs).
• Identify, recommend, and communicate opportunities for process, procedure, or documentation improvements based on operational experience.
• Update existing Knowledge Base articles or create new documentation as required to ensure accuracy and alignment with Service Desk procedures.
• Acquire and maintain knowledge of relevant product offerings, current support policies, and service delivery methods to provide technically accurate solutions to users.
• Comply with Auxis operational processes, security policies, and compliance requirements at all times.
• Use Auxis service management tools for Incident, Request, Problem, Change, and Configuration Management, as well as monitoring and management tools for supported devices and infrastructure applications.
• Attend all required operational and project-related (ad-hoc) meetings as scheduled.
• Adhere to assigned working hours aligned with client site business needs or as determined by the Auxis Workforce.
• Perform other related duties and responsibilities as directed by the Auxis Service Support Team Lead or designated personnel.

Right to change

Management reserves the right to change this plan, assign, reassign, or modify any account or territory to any member of the organization at any time.

Skills And Experience

• Senior Level:
• 1 years of technical support experience with a strong understanding of IT support best practices and frameworks, such as ITIL (Information Technology Infrastructure Library).
• Knowledge with Active Directory, network-shared printers, and Windows with shared drives experience.
• Proven experience in efficiently managing tickets and providing exceptional customer support.
• Hardware Support: Basic diagnostics for laptops, peripherals, and mobile devices.
• Networking Basics: DNS, DHCP, VPN, Wi‑Fi, and connectivity troubleshooting.
• Remote Tools: Familiarity with remote desktop software (e.g., RDP, TeamViewer, AnyDesk).
• Cybersecurity Awareness: Understands safe handling of credentials, phishing prevention, and endpoint protection basics.

Eduaction

• A high school degree is a prerequisite for this position.
• Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience. (Nice to Have)

Personal Competencies

• Results-Driven: Committed to delivering high-quality work, making timely decisions, and achieving company goals.
• Ethical: Upholds moral values, follows ethical standards, and respects organizational policies.
• Innovative: Generates creative solutions to address challenges and improve processes.
• Collaborative: Works effectively with cross-functional teams to support the organization's strategy.
• Data-Driven: Makes well-informed decisions by analyzing multiple variables and options.
• Adaptable: Quickly adjusts to changing circumstances and appreciates diverse perspectives.
• Analytical: Systematically assesses situations, identifies key factors, and prioritizes tasks.
• Continuous Learner: Committed to acquiring and applying necessary knowledge and expertise.
• Effective Communicator: Listens and communicates clearly to support organizational objectives.

Language Skills

• Proficiency in English and Spanish (Oral and writing at 85% or higher), with a minimum of B2+ level proficiency in both languages being a requirement.

Certifications (Nice to have)

• CISCO CCNA
• ITIL
• Microsoft 365 Fundamentals
• Comptia A+

About Auxis

Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization.

Benefits

• Health benefits including medical, vision, and dental.
• Asociacion Solidarista
• Training and development programs
• Employee recognition program
• Paid time off and family-paid leave
• Paid day off for your birthday!