Help Desk Analyst

Odyssey Information Services - Westminster, CO

Full-time - Entry Level

Westminster, CO

Administrative and Support Services

About the position

The Help Desk Analyst position is focused on managing end-user IT issues, troubleshooting computer-related problems, and supporting network systems. The role involves overseeing regular software and hardware updates, ensuring that users across the organization receive effective technical support. The ideal candidate will possess strong technical expertise and a commitment to improving the organization's technological support.

Responsibilities

• Address help requests from end users and escalate as necessary
• Use diagnostic tools to support troubleshooting efforts
• Access and apply software updates, drivers, and online resources for problem-solving
• Become proficient with the organization’s supported software and hardware
• Provide hands-on support, including software installations, hardware setups, backups, and configuration
• Perform preventative maintenance and ensure workstations, printers, and peripherals are functional
• Test fixes to confirm issue resolution
• Complete follow-ups after resolving help requests
• Manage user settings and permissions
• Document technical support for knowledge bases and user guides
• Suggest improvements to optimize IT performance
• Participate in IT projects at both corporate and local levels

Requirements

• 2+ years of experience in a helpdesk or similar role
• Strong knowledge of desktop support and troubleshooting
• Proven performance analysis skills
• Familiarity with computers, laptops, printers, copiers, etc.
• Effective communication skills for user training and team interactions
• Knowledge of O365, Azure AD, Firewall Technologies, and Windows Server

Nice-to-haves

• Experience with VPN clients, MFA technologies, and IT ticketing systems
• Proficiency in Windows Active Directory, O365, and Azure
• Familiarity with infrastructure equipment (switches, firewalls, peripherals)
• Knowledge of phone systems (VOIP), video surveillance, and door security systems
• Relevant professional certifications are a plus
• Familiarity with CMMC and NIST security standards is a plus

Benefits

• Dental, Health, and Vision insurance
• Flexible spending and health savings accounts
• Life insurance
• Employee assistance program
• Paid time off