Service Support Analyst

Addition; Broomfield (CO); Hybrid; USD 41,328 - 55,104; Full time

Benefits offered by this job

Hybrid working model

Ongoing learning and development

Exposure to global technology environment

Job summary

Addition is looking for 2 Service Support Analysts to join their team in Broomfield, Colorado. This role focuses on providing IT support across various platforms, ensuring users are productive. Responsibilities include diagnosing issues, managing IT assets, and supporting onboarding processes. Ideal candidates should have experience in first and second-line support, strong troubleshooting skills, and relevant IT certifications. The position offers a hybrid work model and opportunities for personal development and exposure to global technology environments.

Qualifications

• Proven experience across first and second-line IT support in a fast-paced environment.
• Strong troubleshooting skills across Windows, macOS, and Linux systems.
• Familiarity with endpoint management tools such as Intune or JAMF.

Responsibilities

• Act as a key point of contact for IT support, handling incidents and requests across multiple channels.
• Diagnose and resolve issues across hardware, software, operating systems, and collaboration tools.
• Support onboarding and offboarding processes, including device setup and access provisioning.

Skills

First and second-line IT support experience

Troubleshooting in Windows, macOS, and Linux

Familiarity with endpoint management tools

Experience with ITSM platforms (e.g. ServiceNow)

Understanding of identity and access management

Solid grasp of networking fundamentals

Confident communication with non-technical users

Customer-focused mindset

Relevant IT qualifications or certifications

Job description

Join a cutting-edge technology business delivering advanced solutions to a global user base. This role sits at the heart of IT operations, ensuring employees stay productive through reliable, high-quality support.

We are urgently looking to hire 2 Service Support Analysts to start immediately, please feel free to share with your US network.

Role Overview:

• Package: $30-$40 per hour (C2C)
• Contract Length: 6 month contract scope to go permanent, dependent on targets being achieved
• Industry: Technology / IT Services

What You’ll Be Doing:

• Act as a key point of contact for IT support, handling incidents and requests across multiple channels
• Diagnose and resolve issues across hardware, software, operating systems, and collaboration tools
• Take full ownership of tickets from initial triage through to resolution, keeping users informed throughout
• Support onboarding and offboarding processes, including device setup, access provisioning, and equipment readiness
• Work closely with engineering and application teams to resolve more complex technical challenges
• Manage IT assets, including stock control, procurement coordination, and lifecycle tracking
• Maintain and support meeting room technology and A/V systems for seamless hybrid collaboration
• Contribute to service improvement through involvement in ITIL processes like incident, change, and problem management
• Assist with IT projects such as system rollouts, migrations, and compliance initiatives

Main Skills Needed:

• Proven experience across first and second-line IT support in a fast-paced environment
• Strong troubleshooting skills across Windows, macOS, and Linux systems
• Familiarity with endpoint management tools such as Intune or JAMF
• Experience with ITSM platforms (e.g. ServiceNow) and service-focused processes
• Understanding of identity and access management (Azure AD, Google Workspace or similar)
• Solid grasp of networking fundamentals and SaaS applications
• Confident communicator, able to explain technical issues clearly to non-technical users
• Customer-focused mindset with a proactive approach to problem-solving
• Relevant IT qualifications or certifications (CompTIA, Microsoft, ServiceNow preferred)

What’s in It for You:

• Hybrid working model offering flexibility and balance
• Exposure to a global technology environment with modern tools and systems
• Opportunity to develop across a broad technical landscape, from endpoint management to enterprise systems
• Collaborative culture with strong cross-functional teamwork
• Ongoing learning and development, including certification support
• A role where you can genuinely influence and improve the employee IT experience

Curious? Apply now or grab five minutes with us to hear more.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

By applying you are confirming you are happy to be added to the Addition Solutions mailing list regarding future suitable positions. You can opt out of this at any time simply by contacting one of our consultants.