Service Desk Administrator II (Onsite- Denver, CO)

SambaSafety•Denver, CO

4d•Onsite

About The Position

SambaSafety is seeking a Service Desk Administrator II to provide IT support for its Denver, Colorado DTC site, executives, and remote employees in the United States and internationally. The role handles customer issues submitted through Atlassian Jira Service Management, with ownership from intake through resolution and attention to agreed service-level standards. It also maintains IT processes and knowledge base articles in Atlassian Confluence. This position works onsite daily and supports macOS and Windows 11 systems, Microsoft Teams conference rooms, executive meetings, company All Hands production, site networking, printers, and end-user hardware and software. The administrator builds, deploys, manages, refreshes, and automates end-user devices and systems, including macOS Parallels virtual machines and AWS WorkSpaces. The role also manages user accounts, access, and application provisioning, and collaborates with the broader IT team to improve reliability and reduce support demands.

Requirements

At least 3 years of IT support experience in an enterprise environment, with exceptional customer support.
Associate degree in Computer Science or a related field, technical school education, or equivalent work experience.
Experience managing Office 365, Active Directory, Azure Active Directory, Okta, macOS Tahoe or newer, Windows 11, and AWS WorkSpaces.
Thorough understanding of hardware, software, wired and wireless and internet networking, remote access and VPN, endpoint security, and peripherals in macOS and Windows 11 environments.
Ability to provide onsite support to local executives and produce company All Hands meetings.
Experience maintaining and updating onsite hardware and software systems, including Teams conference rooms, site networking, and printers.
Curiosity and tenacity for learning.
Availability for daily in-office support and 8 a.m.–5 p.m. coverage in Denver, Colorado.

Nice To Haves

Microsoft, networking, security, or AWS certifications.
Experience with a mobile device management platform such as Iru, Kandji, NinjaRMM, or Intune.

Responsibilities

Support the Denver DTC site, its executives, hardware, macOS and Windows 11 systems, Microsoft Teams conferencing, software, and inventory, as well as remote workers.
Own internal IT support tickets in Atlassian Jira Service Management from opening through resolution, meeting agreed SLAs and response standards.
Create and update knowledge base articles and IT processes in Atlassian Confluence.
Build, manage, and support end-user macOS, Windows 11, macOS Parallels virtual machines, and AWS WorkSpaces systems.
Troubleshoot and resolve issues involving productivity software, security platforms, collaboration tools, network connectivity, and end-user workstations.
Deploy and refresh workstations and peripherals for new hires and internal customers, both onsite and remote.
Use and optimize mobile device provisioning software for automation, security, patching, and updates.
Manage and update Okta, Office 365, Teams, security and distribution group accounts, corporate access, and application provisioning.
Provide onsite support for executives and production of company All Hands meetings.
Maintain and update onsite hardware and software, including Teams conference rooms, site networking, and printers.