Desktop Support Analyst

Colorado Access • Denver, CO

6d • Onsite

About The Position

We are looking for a Desktop Support Analyst who can help shape our vision and support our mission. This role involves diagnosing and resolving software and hardware incidents, assisting users with IT-related issues, and building, configuring, and deploying computer workstations, laptops, printers, mobile devices, phones, and other telecommunications equipment. The analyst will also diagnose and resolve unique problems with application software and operating systems, install and support various hardware and software, and create methods to improve desktop team functions. Responsibilities include participating in hardware and software reviews, recommending purchases, maintaining software inventory, managing software licenses, and creating upgrade policies. The role also involves working with vendors to ensure timely product delivery and proper installation of new equipment, ensuring seamless integration of desktop computers with diverse systems, documenting procedures and configurations, and taking ownership of issues by performing problem analysis and implementing fixes or escalating as needed. Accurate recording and updating of requests in the IT service management system, creating and publishing support documentation, and following up with clients to ensure satisfaction are also key duties. The position requires on-call support after business hours on a rotating schedule.

Requirements

• Bachelor’s degree in an IT field or an equivalent combination of education and experience.
• Minimum of three years’ experience as a Desktop support professional or other related experience.
• Knowledge of active directory and GPO (Group Policy Objects).
• Solid understanding of Microsoft Office 365.
• Familiar with Microsoft System Center Configuration Manager (SCCM).
• Experience in designing and deploying desktop and laptop endpoints.
• Knowledge of Windows 7 and Windows 10.
• Hands on experience in Desktop OS & applications.
• Excellent problem-solving and multitasking skills with ability to manage changing priorities.
• A valid driver's license and proof of current auto insurance will be required for any position requiring driving.

Nice To Haves

• Healthcare IT with experience or knowledge of HIPAA preferred.
• Microsoft certification preferred.
• ITIL Foundation certification preferred.
• May be required to manage multiple priorities and projects with tight deadlines.
• One or more of the following certifications are preferred: A+ Certification, Microsoft Certified Solution Expert (MCSE), HDI Desktop Support Technician (HDI), Information Technology Infrastructure Library (ITIL).

Responsibilities

• Diagnoses and resolves software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• Assists users with any logged IT related incidents via phone, in person or remote sessions.
• Builds, configures, deploys, maintains, troubleshoots and supports computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems; determines the source of problems and classifies their level, priority and nature.
• Installs and supports PC, laptop, tablet and mobile hardware and software.
• Creates alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
• Participates in hardware and software reviews and recommends purchases.
• Maintains inventory of installed software, manages software licensing and creates policies and procedures for upgrades.
• Works with hardware and software vendors to verify timely product delivery and ensures that new equipment is installed and ready to operate on schedule.
• Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, printers, and administrative systems.
• Documents procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
• Takes ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Accurately records, updates and documents requests using the IT service management system.
• Creates, maintains and publishes relevant support documentation or knowledge articles in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
• Follows up with clients to ensure their systems are functional and tickets are resolved to their satisfaction.
• Provides on call after business hours support as part of a rotating schedule.

Benefits

• PTO
• floating holidays
• nine company paid holidays
• a hybrid work environment
• an Employee Assistance Program
• a 401K
• tuition reimbursement
• leadership training
• promotion opportunities
• performance evaluations
• employee recognition
• a language pay stipend
• Medical, dental, vision insurance that starts the first day of the month following start date.
• Supplemental insurance such as critical illness and accidental injury.
• Health care and dependent care flexible spending account options.
• Employer-paid basic life insurance and AD&D (employee, spouse and dependent).
• Short-term and long-term disability coverage.
• Voluntary life insurance (employee, spouse, dependent).
• Paid time off
• Retirement plan
• Annual bonus program (based on eligibility, requirements and performance).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level