Help Desk Analyst

Deloitte is seeking a Help Desk Analyst for an onsite role in Denver, CO. This position supports day-to-day technology needs for end users while contributing to knowledge creation and shift-left improvements. You will handle Tier 1 contact support across multiple channels and provide Level 1 troubleshooting with clear escalation paths. The wage range for this role is $76,000 to $84,000 per year.

Responsibilities

• Deliver Tier 1 contact support for walk-up, phone, chat, email, and the ServiceNow portal.
• Provide after-hours coverage (all hours outside the business window, including weekends and holidays) through PagerDuty for Priority 1 and Priority 2 incidents only.
• Communicate proactively with users using ServiceNow, phone, email, and Microsoft Teams.
• Support knowledge creation, identify shift-left opportunities, and enable self-service solutions in coordination with client teams.
• Perform remote troubleshooting and resolution using approved remote tooling.
• Provide first-level troubleshooting and resolution for conference room and meeting room issues, including coordination support for OEM break-fix activity.
• Handle Level 1 troubleshooting using SOP-based resolution for end user device technologies including M365, SCCM, Intune; escalate issues beyond Level 1 to the appropriate support groups.
• Be onsite every working day and follow the Client Holiday Calendar.
• Work assigned shift coverage: 5:30 AM to 5:30 PM Mountain Time at the Denver location and 7:30 AM to 4:30 PM Mountain Time at the Plymouth location.
• Support after-hours and weekends for P1 and P2 issues if required.

Requirements

• Ability to work independently and collaborate as part of a team.
• Effective written and verbal communication skills.
• Meticulous attention to detail and quality of work product.
• Ability to build and sustain professional relationships.
• Ability to lead projects or workstreams.
• Ability to manage and prioritize multiple tasks in a fast-paced, dynamic environment.
• Strong interpersonal skills and professional demeanor, with the ability to meet deadlines.
• Ability to provide clear guidance to others.
• 1+ years of experience handling Tier 1 Helpdesks at a client location.
• 1+ years of experience performing Level 1 troubleshooting for Desktops/Laptops, M365, SCCM, and Intune.
• Bachelor’s degree, preferably in Computer Science, Information Technology, Computer Engineering, or a related IT discipline, or equivalent experience.
• Limited immigration sponsorship may be available.
• Ability to travel 10% on average based on work with clients and industries/sectors served.

Technologies

• ServiceNow
• PagerDuty
• Microsoft Teams
• M365
• SCCM
• Intune
• Desktops/Laptops

Recruiting ends: December 31, 2026.