Desktop Support Analyst- Denver. CO- White Glove

*US Citizens or Perm GC holders

Key Responsibilities

• Deskside and remote technical support for company users.
• Level 2 escalation point for IT Help Desk incidents, ensuring timely resolution while meeting established service level agreements (SLAs).
• Support and troubleshooting hardware, software, and connectivity issues involving desktops, laptops, printers, mobile devices, docking stations, VPN, IP telephony, and related peripherals.
• Install, image, configure, deploy, and maintain Windows workstations while installing approved software and performing routine maintenance.
• Support software applications.
• Set up and support new employee workstation.
• Maintain accurate documentation of incidents, assets, and resolutions.

Qualifications

• Associate degree in Information Technology or an equivalent combination of education and experience.
• 5 years of desktop support experience
• Strong knowledge of Microsoft Windows operating systems and Microsoft 365 applications, including Outlook, Word, Excel, and PowerPoint.
• Experience supporting:
• ServiceNow or similar platform
• BeyondTrust or comparable remote support solutions
• Microsoft SCCM, Microsoft Intune, or other endpoint management tools
• Experience supporting:
• Adobe Acrobat and Nuance PDF
• Microsoft Edge, Google Chrome, and Mozilla Firefox
• iOS and Android mobile devices
• VPN connectivity and IP telephony
• Wireless networking across Windows, macOS, and mobile platforms
• Desktop computers, laptops, docking stations, printers, and related peripherals