Service Desk Administrator II (Onsite- Denver, CO)

SambaSafety•Denver, CO

5d•$75,000 - $85,000•Onsite

About The Position

SambaSafety is hiring a Service Desk Administrator to provide onsite support at its Denver, Colorado DTC office and IT support to remote workers across the United States and internationally. The role supports executives and employees, manages and resolves issues submitted through Atlassian Jira Service Management, and owns tickets from opening through resolution in accordance with agreed service-level agreements and standards. It also maintains IT processes and knowledge base articles in Atlassian Confluence. The administrator builds, deploys, manages, automates, and supports end-user macOS and Windows 11 systems, macOS Parallels virtual machines, AWS WorkSpaces, and related peripherals. The position supports Microsoft Teams conference rooms and executive meetings, company All Hands production, site networking, printers, productivity and collaboration software, endpoint security, and connectivity. It also manages mobile-device provisioning and updates, and user accounts, access, and application provisioning across Okta, Microsoft 365, Teams, security and distribution groups, and corporate systems. The role works with the broader IT team to implement changes, improve reliability, and reduce support burden. This position requires daily onsite work in Denver and coverage from 8 a.m. to 5 p.m. SambaSafety describes its culture as inclusive and supportive, and is committed to equal employment opportunities and employee diversity, equality, and inclusion.

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, or equivalent work experience.
Experience managing Office 365, Active Directory and Azure Active Directory, Okta, macOS Tahoe or newer, Windows 11, and AWS WorkSpaces.
Thorough understanding of hardware, software, wired and wireless internet networking, remote access and VPN, endpoint security, and peripherals in macOS and Windows 11 environments.
Experience maintaining and updating onsite hardware and software systems, including Teams conference rooms, site networking, and printers.
Ability to provide onsite support for local executives and company All Hands production.
Curiosity and tenacity for learning.

Nice To Haves

Microsoft, networking, security, or AWS certifications are desired.
Mobile device management platform experience is preferred; examples listed are Iru, Kandji, NinjaRMM, and Intune.

Responsibilities

Support the Denver DTC site, local executives, hardware, macOS and Windows 11 systems, Microsoft Teams audio-visual conferencing, software, and inventory activities; also support remote workers.
Own internal customer issues submitted through 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, resolve, and update productivity software, security platforms, collaboration tools, and network connectivity for end-user workstations.
Deploy and refresh end-user workstations and peripherals for new hires and IT customers, both onsite and remotely.
Leverage and optimize mobile-device provisioning software for automation, security, patching, and updates.
Manage and update accounts, access, and application provisioning in Okta, Microsoft 365, Teams, security and distribution groups, and corporate systems.
Support Microsoft Teams conference rooms, executive meetings, company All Hands production, site networking, and printers.
Define and implement IT changes, simplify the environment to improve reliability and reduce support burden, and collaborate with the broader IT team.