IT Support Analyst II

$75,000 - $80,000/Yr

Clayton Early Learning - Denver, CO

Full-time - Entry Level

Denver, CO

101-250 employees

Educational Services

About the position

The IT Support Analyst II at Clayton Early Learning is responsible for providing technical support across the organization, ensuring that all incidents are recorded and managed effectively. This role involves working closely with a master service provider to prepare reports, respond to incidents, and suggest process improvements, all while supporting the mission of advancing early childhood education.

Responsibilities

• Ensure that all incidents received by the IT Service Desk are recorded in Clayton's MSP ticketing system.
• Identify the nature of incidents based on reported symptoms and categorization rules.
• Prioritize incidents based on impact to users and MSP SLA guidelines.
• Responsible for incident closure or delegation to the appropriate IT MSP group for resolution based on categorization rules.
• Perform post-resolution end user review to ensure that all work services are functioning properly and all incident documentation is complete.
• Work with MSP to prepare reports showing statistics of incidents resolved/unresolved, ensuring detailed resolution documentation before closing incident tickets.
• Participate in redesign of processes and workflow to improve efficiency of Clayton's IT operations.
• Identify and document the impact of processes and workflow changes.
• Work with vendors to assist support activities.
• Support employees from multiple on-campus buildings, as well as remote.
• Remove viruses/malware/spyware and troubleshoot software, hardware, network issues & peripherals.
• Configure and support email and MS Office suite (Word, Excel, & Outlook).
• Manage all user accounts via Microsoft 365/Entra Admin Center.
• Reinstall and deploy Windows-based workstations.
• Assist in helping end users understand software and provide training if needed.
• Support VoIP phone system and Clayton-issued cellular devices.
• Perform other related duties and participate in special projects as assigned.

Requirements

• Associate degree in computer science, Information Systems Management, Information Technology or related field.
• A minimum of two years of experience in information systems or a similar field.
• Proficiency in Microsoft 365 admin and knowledge of Microsoft Intune.
• Strong communication skills.

Nice-to-haves

• Experience with software troubleshooting and mid-level Windows support.

Benefits

• AD&D insurance
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• 401(k) with 5% match
• Employee assistance program
• Vision insurance
• 401(k) matching
• Paid sick time