Service Desk Analyst
Desktop Support
End User Support
Freshdesk
Freshservice
Help Desk Support
Identity and Access Management
Incident Management
Information Technology (IT)
It Service Management
IT Services
It Support
ITSM
Jira Service Management
Microsoft 365
Microsoft Active Directory
Operating Systems
Remote Access Vpn
Service Desk Tool
Service Management
Servicedesk Plus
ServiceNow
Servicenow
Technical Support
Windows
Job Description
The Service Desk Analyst role at IDR, Inc. supports end users in Englewood, CO (onsite) by troubleshooting hardware, software, and connectivity problems, while also acting as an escalation point for more complex cases.
Role Responsibilities
- Provide Tier 2-style service desk support by resolving escalated incidents and service requests for end-user technology.
- Troubleshoot and support Windows and macOS devices, common end-user peripherals, and basic network connectivity or VPN-related issues.
- Administer and support user access and productivity platforms, including Active Directory and Microsoft 365, in line with security and compliance standards.
- Document activity thoroughly in an ITSM platform and coordinate with infrastructure and security teams to drive timely resolution.
Required Qualifications
- 3+ years of experience in an IT support, helpdesk, or service desk environment supporting end users in an enterprise setting.
- Hands-on experience using an ITSM or ticketing tool such as ServiceNow, Jira Service Management, Freshservice/FreshDesk, ServiceDesk Plus, or a similar platform.
- Strong troubleshooting capabilities across Windows, macOS, Microsoft 365, and common end-user hardware and peripherals.
- Working knowledge of Active Directory concepts, including accounts, groups, and permissions, along with basic security best practices.
- Understanding of networking fundamentals such as TCP/IP, LAN/Wi-Fi, and VPN, with the ability to communicate clearly and document effectively.
Technology Exposure
- Windows, macOS
- Active Directory, Microsoft 365
- ITSM platform; ServiceNow, Jira Service Management, Freshservice, FreshDesk, ServiceDesk Plus
- TCP/IP, VPN, LAN, Wi-Fi
Benefits
- Competitive compensation package
- Full Benefits, including Medical, Vision, Dental, and more
- Medical, Dental, Vision, and Life Insurance
- Opportunity to join an industry leading organization
Position Overview
This role supports end users by troubleshooting hardware, software, and connectivity issues and escalating more complex tickets as needed. You will work within a large, fast-paced enterprise environment that emphasizes reliable, secure, and customer-focused IT support (example: medical device or healthcare manufacturing).
Why IDR
- 25+ years of proven industry experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager committed to your success
- ClearlyRated's Best of Staffing® Client and Talent Award winner for 12 years in a row
- #LI-onsite
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