Position Summary

The Support Desk Analyst I is responsible for supporting, managing, and troubleshooting, first level service requests. A minimum of 2 to 5 years of progressive hands-on computer networking and systems support experience is desired. An ideal candidate will be able to work on call and after hours as needed on a paid rotating basis, and possess strong verbal communication skills. Position involves direct and significant amount of contact with customers, vendor representatives, and staff. Strong interpersonal skills and a high-level of professionalism are essential to effectively support service requests in a 24 x 7/365 IT consulting environment.

Essential Responsibilities

  • An ability to identify, manage, and resolve IT service tickets according to help desk protocols
  • Diagnosis of Microsoft core business applications
  • Diagnosis and in-depth knowledge of Microsoft operating systems
  • Proficient in remote access technologies including, VPN, Terminal Services, and Citrix
  • Monitor system alerts and notifications, and respond accordingly through service tickets
  • Demonstrated ability to work in a team environment with multiple users
  • Ability to multi-task and adapt to changes quickly
  • Self-motivated with the ability to work in a fast paced environment
  • Ability to handle high call volumes on a daily basis and manage service tickets
  • Must be detail oriented, desiring to resolve user issues and trouble service tickets with a sense of urgency and professionalism at all times
  • Customer service oriented

Minimum Requirements

  • Must have a solid understanding of TCP/IP
  • MCTS and or A+ certifications preferred
  • Demonstrated ability to manage multiple calls in a complex IT environment
  • In-depth working knowledge of Microsoft operating systems
  • Experience with Apple operating systems is preferred
  • Strong understanding of remote access technologies
  • Ability to communicate verbally for extended periods of time with users
  • A minimum of 2 to 5 years of progressive hands-on experience, preferably in an IT consulting environment
  • An associate’s degree or bachelor’s degree in computer science is preferred

Essential Functions

  • Valid US driver’s license may be required along with current Colorado vehicle insurance
  • Must be able to work on call in rotation and after hours or overtime as requested, or needed
  • Must be able to lift up  to 40 lbs. with reasonable accommodation, and utilize telecommunications systems and prolonged stretches of time wearing a headset on a daily basis
  • Position is based in the Aurora, Colorado office (not eligible for full-time remote based officing at this time)
This position has been filled. Would you like to see our other open positions?