Service Desk Analyst

Duration: 4 Months

Location: CO-Englewood

Overview: Every Turnberry consultant belongs to a practice, an internal group of consultants and leaders with shared experience and expertise. Each of these practices aligns to one of the core services Turnberry offers to clients. As a Service Desk Analyst, you will join Turnberry's Digital Modernization practice, where technology and strategy combine to deliver exceptional digital experiences, empowering organizations to thrive in today's digital market.

Responsibilities

• Provide technical support, resolving escalated IT issues from junior support members
• Support Microsoft Windows and Apple macOS operating systems, as well as enterprise applications
• Troubleshoot and resolve software, hardware, and network-related issues, escalating to higher-level teams when necessary
• Manage IT service requests and incidents through an ITSM system (e.g., Jira, ServiceNow, ServiceDesk Plus, FreshDesk)
• Install, configure, maintain, and support desktop/laptop systems, peripherals, and mobile devices
• Administer Active Directory, Microsoft 365, and enterprise applications, including user account management, permissions, and security policies
• Assist in setting up new workstations, hardware deployments, and software rollouts
• Maintain accurate records in the IT asset management system, ensuring all IT equipment is properly tracked and assigned
• Assist with inventory control, procurement, and disposal of IT assets
• Ensure compliance with IT security policies, data protection standards, and best practices
• Provide end-user training on common IT systems and troubleshooting best practices
• Work closely with IT infrastructure and security teams to improve system stability and compliance
• Participate in IT projects related to system improvements, migrations, and deployments
  
  

Qualifications

• Education and Experience
• High school diploma or GED required
• Minimum of 3 years of experience in IT support, helpdesk, or service desk environments
• Experience working with IT Service Management (ITSM) tools such as Jira, ServiceNow, ServiceDesk Plus, FreshDesk, or similar platforms
• Technical Skills
• Proficiency in troubleshooting and supporting:
• Microsoft Windows and Apple macOS operating systems
• Microsoft 365 Admin Center, Exchange Online, and Active Directory
• Networking fundamentals (LAN, wireless networking, VPN, TCP/IP)
• Printers, mobile devices, and other peripherals
• Experience in IT asset management, inventory tracking, and procurement processes
• Knowledge of virtualization, backup & recovery solutions, and IT security best practices is a plus
• Exposure to Microsoft Azure, Entra ID, and AutoPilot is a plus
• Certifications: (Preferred but Not Required)
• CompTIA A
• ITIL Certification
• Microsoft 365 Certified
• Soft Skills
• Strong analytical and problem-solving abilities
• Excellent verbal and written communication skills
• Strong customer service orientation, with the ability to handle multiple tasks in a fast-paced environment
• Ability to work independently and collaboratively as part of a team
  

The salary range for this role is $80,000 to $160,000 or the hourly equivalent. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Turnberry Solutions offers benefits such as a comprehensive healthcare package (medical, dental, vision), disability and group term life insurance, health and flexible spending accounts, a utilization bonus, 401(k) with match, flexible time off for salaried employees, parental leave for salaried employees, and flexible work arrangements (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Turnberry, you'll find a far-reaching choice of benefits and incentives.

At Turnberry, we are committed to creating a positive and connected work environment for all and are fully invested in and focused on hiring and growing a diverse team of high performers. We believe that uniqueness in ideas, experiences, and backgrounds make us a better Turnberry: Turnberry is an Equal Employment Opportunity employer, and recruits, employs, trains, compensates, and promotes regardless of age, ancestry, family medical or genetic information, gender identity and expression, marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics.

Americans With Disabilities Act (ADA)

Turnberry will provide reasonable accommodation with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please send an email to our Human Resources department at turnberryhr@turnberrysolutions.com.

Onsite work expected - Day 1