Sr. Service Desk Analyst

Employment Type: Full-time

Location Type: On-site (Denver, Colorado metro area)

Salary: $49,200.00 - $65,600.00 Annually

Position Overview

The Sr. Service Desk Analyst provides moderately complex support and rapid resolution to end users at Optiv for IT issues and update requests via helpdesk. This role involves addressing escalated issues due to complexity, providing informal training on PC usage, operating systems, and applications, and configuring end-user PCs.

Responsibilities

• Accept technical support calls and emails to the I.T. Department and track issues to resolution via an enterprise help desk system.
• Troubleshoot and resolve end-user hardware, operating system, network, telephony, and software-related problems.
• Analyze and escalate support issues that cannot be addressed by the Service Desk to appropriate IT personnel.
• Install, configure, and test laptops/desktops, mobile devices, peripherals, and software.
• Perform new user setup, including user account creation and image-based hardware deployments.
• Develop and update help desk documentation and procedures.
• Assist employees using Optiv approved hardware and software.
• Develop technical knowledge and troubleshooting skills on Optiv internal applications and the IT environment.
• Procure, allocate, and track all IT-issued hardware and software.
• Act as a liaison between Optiv IT and our vendors.
• Perform other duties as assigned.

Requirements

• Education: High school diploma or G.E.D. required. Associates Degree (A.A.) or equivalent from a two-year college or technical school in Computer Science, Information Technology, or other related field; or two years of related experience and/or training; or equivalent combination of education and experience required.
• Experience:
  • Minimum 2 years of general Help Desk experience in an enterprise environment required.
  • Experience supporting Windows desktop operating systems required.
  • Experience supporting Microsoft Office required.
  • General knowledge of IT software licensing required.
  • Working knowledge of laptop/desktop/peripheral hardware required.
• Skills:
  • Willingness and ability to take on call after hours and on weekends required.
  • Ability to analyze complex requirements and distill them into a workable project plan required.
  • Excellent written and verbal communication skills with a focus on providing clear, concise, and professional documentation for areas of assigned responsibility.
• Certifications (Preferred): At least two relevant Microsoft or CompTIA certifications preferred.
• Technical Knowledge (Preferred):
  • Working knowledge of Active Directory preferred.
  • Working knowledge of automated software deployment mechanisms preferred.
• Citizenship/Clearance:
  • Must be a U.S. Citizen.
  • Must be eligible to attain Security Clearance.
• On-site Requirement: Must be willing to be on-site up to 5 days per week.

Company Information

Optiv is committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups.

What you can expect from Optiv:

• Work/life balance
• Professional training resources
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
• The ability and technology necessary to productively work remotely/from home.

Application Instructions

This position accepts applicants for a minimum of 4 business days after the job posting date and will remain available until an applicant has been selected for the position.