Job Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Client designs, develops, manufactures and markets orthopedics products, including knee, hip, shoulder, elbow, foot and ankle artificial joints and dental prostheses. Client has operations in more than 40 countries around the world.
Job Title: IT Service Desk Analyst II (301)
Location: Englewood, CO 80112
Duration: 5 Months
Job Type: Temporary Assignment
Work Type: Onsite
Job Summary:
- The IT Service Desk Analyst II is responsible for providing technical support to end users, troubleshooting hardware, software, and network-related issues.
- This role serves as an escalation point for complex IT issues while also assisting with inventory and asset management to ensure proper tracking and deployment of IT resources.
- The ideal candidate has strong problem-solving skills, experience with IT service management (ITSM) tools, and a solid foundation in Windows, macOS, and Microsoft 365 administration.
Essential Responsibilities and Duties:
- Provide technical support, resolving escalated IT issues from junior support members.
- Support Microsoft Windows and Apple macOS operating systems, as well as enterprise applications.
- Troubleshoot and resolve software, hardware, and network-related issues, escalating to higher-level teams when necessary.
- Manage IT service requests and incidents through an ITSM system (e.g., Jira, ServiceNow, ServiceDesk Plus, FreshDesk).
- Install, configure, maintain, and support desktop/laptop systems, peripherals, and mobile devices.
- Administer Active Directory, Microsoft 365, and enterprise applications, including user account management, permissions, and security policies.
- Assist in setting up new workstations, hardware deployments, and software rollouts.
- Maintain accurate records in the IT asset management system, ensuring all IT equipment is properly tracked and assigned.
- Assist with inventory control, procurement, and disposal of IT assets.
- Ensure compliance with IT security policies, data protection standards, and best practices.
- Provide end-user training on common IT systems and troubleshooting best practices.
- Work closely with IT infrastructure and security teams to improve system stability and compliance.
- Participate in IT projects related to system improvements, migrations, and deployments.
- Other duties as assigned.
Qualifications:
Education & Experience:
- High school diploma or GED required
- Minimum of 3 years of experience in IT support, helpdesk, or service desk environments.
- Experience working with IT Service Management (ITSM) tools such as Jira, ServiceNow, ServiceDesk Plus, FreshDesk, or similar platforms.
Technical Skills:
- Proficiency in troubleshooting and supporting:
- Microsoft Windows and Apple macOS operating systems
- Microsoft 365 Admin Center, Exchange Online, and Active Directory
- Networking fundamentals (LAN, wireless networking, VPN, TCP/IP)
- Printers, mobile devices, and other peripherals
- Experience in IT asset management, inventory tracking, and procurement processes.
- Knowledge of virtualization, backup & recovery solutions, and IT security best practices is a plus.
- Exposure to Microsoft Azure, Entra ID, and AutoPilot is a plus.
Certifications (Preferred but Not Required):
- CompTIA A+
- ITIL Certification
- Microsoft 365 Certified
Soft Skills:
- Strong analytical and problem-solving abilities.
- Excellent verbal and written communication skills.
- Strong customer service orientation, with the ability to handle multiple tasks in a fast-paced environment.
- Ability to work independently and collaboratively as part of a team.
Work Environment:
- This job operates in both a professional office and a distribution environment.
- This role routinely uses standard office equipment such as computers, phones and copy machines.
Physical Demands:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to clearly communicate with individuals internal and external to the organization.
- The employee frequently is required to move about the building. The employee is required to have close visual acuity to perform activities such as setting up computer terminals, viewing screens and reading manuals.
- The employee may be required to lift up-to 50 lbs. by themselves.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Numbers & Facts
| Location | Englewood, CO |
| Industry | Computer/IT Services |
| Salary | $33.76 |
| Company Size | 100 to 499 employees |
| Year Founded | 2009 |
| Website | http://www.tekwissen.com/ |
About Company
WE THE TEKWISSEN PEOPLE
TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.
To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.
Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.
It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.
Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.Skills
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