Service Desk Support Analyst

National Jewish Health offers first-level support work in an onsite Denver, CO role, focused on helping clinical, research, administrative, and external portal users get back to work quickly. The position includes a structured approach to incident and service request handling through an Enterprise Service Management system, along with benefits designed to support your health, time off, and long-term stability.

Compensation: USD 58,656 - 77,572 per year

Location: Denver, CO (onsite)

What you’ll do

• Identify, troubleshoot, and resolve issues involving hardware, software, network, and system or application problems using technical skills, historical database records, and knowledgebase documentation.
• Process incoming incident and service requests for Information Services, and refer more complex problems to other IST support groups using the Enterprise Service Management system.
• Create, maintain, and distribute technical support documentation across team resources and the IST SharePoint sites.
• Enter and document every request in the Enterprise Management System, including relevant details such as error messages, troubleshooting performed, and other pertinent information needed for resolution or escalation.
• Use available tools and technical expertise to resolve as many cases as possible from the Service Desk perspective to improve first touch resolution. Use remote control software to troubleshoot and guide end-users.
• Keep the Service Desk supervisor informed about current IST outages, events, and escalations.
• Serve as backup during staff absences and vacancies as needed.

What you bring

• High School diploma or equivalent required.
• Computer-related coursework or training preferred.
• Minimum 2 years of recent and related experience required.
• Previous Desktop Support experience preferred, with emphasis on Windows 10 OS and MS Office 2016.
• Strong knowledge of Microsoft-based operating systems and MS Office Suite preferred.
• A+, Network+, Microsoft Certifications, and ITIL V3 Foundations Certification strongly preferred.

Tools and technologies you’ll use

• Enterprise Service Management system, Enterprise Management System
• IST SharePoint sites
• Windows 10 OS, MS Office 2016, MS Office Suite
• Remote control software
• Microsoft-based operating systems
• A+, Network+, Microsoft Certifications, ITIL V3 Foundations Certification

Benefits

• Multiple Cigna health plans for Colorado, regional office and remote employees, with HSA and FSA available to pair with some plans.
• Generous PTO accruals for vacation and sick days, plus six paid holidays, compliant with Colorado state sick leave regulations.
• Dental & Vision Plans with coverage effective the first of the month after hire.
• 403(b) plan with employer contributions after two years.
• Wellness Incentives up to $200 annually for preventive health activities.
• Tuition Reimbursement up to $5,250 annually for full-time and part-time employees.
• Child Care Assistance through a Childcare Flex Spending Account (FSA) with an annual employer contribution.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
• Disability & Life Insurance: employer-paid plans and optional buy-up choices.
• Voluntary benefits including Accident, Hospital Indemnity, and Legal Plan.
• Exclusive discounts on local services, insurance, and RTD bus passes.