Sr. Service Desk Analyst

This position will be hired in the Denver Colorado metro area and report into the office 3 days at minimum.

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. The Sr. Service Desk Analyst will be required to address issues that are escalated due to complexity as well as provide informal, on the spot training on the use of PCs, operating systems and applications as well as configure end-user PCs. 

How you'll make an impact:

• 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.

• Responsible for 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 the Optiv internal applications and IT environment.

• Procure, Allocate and Track all IT issued hardware and software.

• Act as a liaison between Optiv IT and our vendors.

• Must be willing to be on-site up to 5 days per week.

• Perform other duties as assigned

What we're looking for:

• High school diploma or G.E.D. required. Associates Degree (A.A.) or equivalent from 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.

• 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.

• 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.

• At least two relevant Microsoft or CompTIA certifications preferred.

• Working knowledge of Active Directory preferred.

• Working knowledge of automated software deployment mechanisms preferred

• Must be a U.S. Citizen

• Must be eligible to attain Security Clearance