IT Service Desk Analyst II

Our Client, a Medical Devices / Healthcare company, is looking for an IT Service Desk Analyst II for their Englewood, CO/ Remote location.
 
Responsibilities:

• 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.

• 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.

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

• Health Benefits
• Referral Program