IT Help Desk Analyst – Tier 1 | Onsite
teceze usaDenver (CO)
About the role
Role Overview:
The Help Desk Analyst will diagnose, troubleshoot, document, and resolve Tier 1 technical issues involving computers, desktop applications, systems, Microsoft 365, endpoint technologies, and conference room/AV equipment. Coverage: On Desk coverage from Monday through Friday, 5:30 AM to 5:30 PM Mountain Time at Denver, Colorado After-hours support Critical Priority 1 issues only Coverage triggered through Pager Duty Includes evenings, weekends, and holidays
Key Responsibilities:
Provide Tier 1 support through walk-up, phone, chat, email, and Service Now Create, document, update, and escalate tickets to L2/L3 support teams Proactively communicate with users through Service Now, phone, email, and Microsoft Teams Perform remote troubleshooting using approved remote support tools Troubleshoot conference room and meeting room technology and coordinate with OEMs for break/fix issues Perform Level 1 troubleshooting and SOP-based resolution for end-user technologies Support Microsoft 365, SCCM, Intune, Windows OS, and desktop applications Contribute to knowledge creation, shift-left initiatives, and self-service enablement Follow established Help Desk/IT Operations policies, processes, and service standards Required Skills & Knowledge Hands-on knowledge of Microsoft 365 end-user applications Experience with Microsoft Intune, SCCM, and Windows OSStrong desktop application troubleshooting skills Familiarity with ITIL/ITSM processes Strong technical aptitude and problem-solving skills Excellent customer service and professional communication skills Ability to troubleshoot issues effectively and escalate when beyond Tier 1 scope
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
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