Job Description
Job Description
We are looking for an experienced Help Desk Analyst II to join our team in Denver, Colorado. In this role, you will provide critical IT support to a fast-paced and collaborative team environment, ensuring smooth operations for approximately 1,900 associates. This is a long-term contract opportunity that requires a hands-on approach to troubleshooting, problem-solving, and customer service.
Responsibilities:
• Address and resolve incoming IT support tickets using Freshservice, ensuring timely and effective solutions.
• Facilitate "Express Lane" support sessions to assist employees with urgent technical issues.
• Diagnose and troubleshoot hardware and software problems across Windows and iOS platforms.
• Coordinate with vendors to handle hardware shipments and returns, such as empty box requests.
• Manage employee onboarding and offboarding processes, including PC refreshes and exit procedures.
• Install software and resolve issues related to error codes and compatibility.
• Provide support for ongoing hardware refresh initiatives to optimize system performance.
• Collaborate with a team of five to handle a daily workload of 80–120 tickets, maintaining a communicative and cooperative work environment.
• Occasionally travel for training and regional support as required, ensuring seamless IT operations across locations.
• At least 3 years of experience in Tier I or Tier II IT support roles.
• Proficiency in troubleshooting Microsoft Windows 10 and basic hardware/software issues.
• Strong familiarity with service desk ticketing systems, preferably Freshservice.
• Excellent communication and interpersonal skills to interact effectively with associates and vendors.
• Ability to work both independently and collaboratively in a team-oriented environment.
• Experience managing IT processes related to employee onboarding and offboarding.
• Demonstrated ability to handle multiple tasks and prioritize in a fast-paced setting.
• Knowledge of hardware refresh processes and software installations.