Helpdesk Analyst II
About The Position
The Helpdesk Analyst II provides first-level technical assistance and support for employee computer hardware and software. This is an onsite role based in the Denver Tech Center in Denver, Colorado. The analyst responds to support tickets, runs diagnostic programs, isolates problems, and determines and implements solutions across cloud, on-premises, and SaaS technologies. The role also works with the systems administrator on hardware, software, and service deployments, and helps the IT department plan and carry out technical projects. The position supports employees through phone, text, and email while meeting service-level requirements. It includes installing, modifying, troubleshooting, and repairing client hardware and software; provisioning and configuring accounts and services; helping maintain network security; and learning or assisting with automation and integration projects in Python, PowerShell, and JavaScript. The work week is 40 hours, Monday through Friday, with additional hours potentially required based on business needs and occasional Saturday availability required. The position is onsite.
Requirements
- At least 2–3 years of helpdesk experience.
- Completed CompTIA A+ and Network+ certifications.
- High school diploma or equivalent experience.
- Working knowledge of Active Directory, basic networking, PC hardware, Google Workspace, and printer installation on employee computers.
- In-depth experience troubleshooting and repairing workstations and other client hardware.
- Working knowledge of a corporate Microsoft environment.
- Excellent organizational skills and strong verbal and written communication skills.
- Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; and present information effectively in one-on-one and small-group settings to customers, clients, and management.
- Attention to detail, ability to prioritize and work independently, and strong reasoning and critical-thinking skills.
- Ability to follow detailed but straightforward written or oral instructions and solve problems involving concrete variables in standardized situations.
- High personal motivation, professionalism, integrity, discretion, and judgment.
- Ability to work an occasional Saturday when required by business needs.
Responsibilities
- Respond to employee tickets by phone, text, and email within service-level requirements.
- Assist IT department members in planning and carrying out technical projects.
- Explain technical issues in language employees can easily understand.
- Install, modify, troubleshoot, and repair client computer hardware and software.
- Provision and configure users in Active Directory, Microsoft 365, and other services.
- Continue learning through courses and programs that support career development.
- Learn and assist with department programming projects in Python, PowerShell, and JavaScript, generally focused on system automation and integration.
- Help maintain a secure network environment and report security vulnerabilities and violations.
- Work effectively with company employees and demonstrate the company's mission, vision, and values.
- Perform additional duties as required.
Benefits
- Paid time off and paid holidays
- 401(k) savings plan
- Four health insurance plan options
- Flexible spending and health savings accounts
- Dental and vision insurance
- Long-term disability and life insurance
- Access to a fitness center
- Free parking options and transportation assistance
- Casual professional work environment
- Office with mountain views
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
