IT Service Desk Analyst I - Hybrid

About the position

To provide Information Technology support for the field and corporate offices of Bright Horizons Family Solutions globally. This Hybrid role requires in-person work at our Westminster, CO office. Bright Horizons is trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world's best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.

Responsibilities

• Provide Tier 1 frontline client support and desktop assistance for field and corporate offices of Bright Horizons Family Solutions
• Install operating systems and software; patch systems and protect against viruses/malware; install, configure and troubleshoot peripheral devices; utilize IT tools for remote management of desktops and laptops, track inventory, push patches and upgrades.
• Provide Tier 1 support for a range of media services technologies such as web/video conferencing, projection systems, etc.
• Follow best practice IT service management incident and service request management practices to log and track progress on client support requests. Effectively document, triage, resolve, assign and follow up on support tickets.
• Work on project teams related to the selection, design, configuration, and deployment of IT services to the end user community or related to operational and system improvements to IT service delivery.
• Provide proactive consultation with client departments on a range of technology needs (e.g. computer replacement, end user technology integration, security best practices, software support, liaison to other IT service areas, etc.).
• Research and investigate new and emerging technologies. Provide recommendations to colleagues and department contacts.
• Test, evaluate, and make recommendations to improve end user computing solutions (hardware, OS, software, printing, etc.).

Requirements

• Associate Degree required
• 0-2 years of experience in the direct delivery of IT support services required
• Strong technical skills in the configuration, installation, and troubleshooting of Microsoft Windows (all versions), Microsoft Office Suite, email and web clients, antivirus software, and imaging software as well as experience in troubleshooting peripherals (printers, scanners) and mobile devices.
• Experience using remote desktop management tools.
• Knowledge of desktop security and standards (security/networking).
• Working knowledge of local area networks and network administration.
• Demonstrated intermediate experience in one or more of the following: Creating and updating technical support documentation in a formal knowledge base, Creating and or delivering end user training on technology, Providing dedicated advanced support to executive/VIP clients or clients with specialized, non-standard technology needs, Performing IT user administration and account management.
• Strong technical, interpersonal, and analytical skills.
• Strong organizational and time management skills including the ability to multi-task, prioritize, and individually manage a changing workload and schedule.
• Proven ability to perform well under stress when confronted with emergency, critical or unusual customer situations. Ability to maintain a strong sense of urgency.
• Demonstrated ability to deliver professional customer service, end user training and consultation, effective team and project work.

Nice-to-haves

• MCSE, A+, Network +, CCNA or other industry standard certifications
• Experience with IMAP, LDAP, Microsoft ActiveSync, Active Directory and group policies, data recovery tools, Microsoft Exchange, patch management solutions, backup strategies, WINS, DHCP, DNS, and TCP/IP.

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term and short-term disability insurance