What are the responsibilities and job description for the Service Desk Analyst position at Accede Solutions Inc (accedesolution.com)?
🚀 We’re hiring: IT Service Desk Analyst II
📍 Englewood, CO 80112 — 100% Onsite
đź•’ 6 Month Contract | Full-Time
👤 Reports to: Director of IT Infrastructure
Overview:
Provide technical support to end users, troubleshoot hardware/software/network issues, serve as an escalation point for complex IT issues, and support IT inventory/asset management.
What you’ll do:
- Resolve escalated IT issues and support Microsoft Windows, Apple macOS, and enterprise applications
- Troubleshoot hardware, software, and network issues; escalate to higher-level teams when needed
- Manage IT service requests/incidents via ITSM tools (Jira, ServiceNow, ServiceDesk Plus, FreshDesk, or similar)
- Install, configure, maintain, and support desktops/laptops, peripherals, and mobile devices
- Administer Active Directory, Microsoft 365, and enterprise apps: user accounts, permissions, security policies
- Set up workstations, hardware deployments, and software rollouts
- Maintain IT asset records; assist with inventory control, procurement, and disposal
- Ensure compliance with IT security policies and data protection standards
- Provide end-user training; collaborate with infrastructure/security teams; participate in IT projects, migrations, and deployments
What you’ll need:
- High school diploma/GED required
- Minimum 3 years IT support, helpdesk, or service desk experience
- Experience with ITSM tools such as Jira, ServiceNow, ServiceDesk Plus, FreshDesk, or similar
- Proficiency supporting Windows and macOS
- Microsoft 365 Admin Center, Exchange Online, and Active Directory
- Networking fundamentals: LAN, wireless, VPN, TCP/IP
- Printers, mobile devices, and peripherals
- IT asset management, inventory tracking, and procurement
- Strong analytical/problem-solving, communication, customer service, multitasking, and ability to work independently and in a team
Preferred:
- CompTIA A , ITIL, Microsoft 365 Certified
- Virtualization, backup/recovery, IT security best practices
- Azure, Entra ID, AutoPilot
Work details:
- Professional office distribution environment
- Full-time, typical business hours; additional week/weekend hours may be needed for urgent repairs/routine maintenance
- Occasional remote work may be allowed
- Physical requirements include moving about the building, close visual acuity, and ability to lift up to 50 lbs
- Travel: less than 5% overnight