Teceze USA

Job Description Role Overview The Help Desk Analyst will diagnose, troubleshoot, document, and resolve Tier 1 technical issues involving computers, desktop applications, systems, Microsoft 365, endpoint technologies, and conference room/AV equipment. Coverage: On Desk coverage from Monday through Friday, 5:30 AM to 5:30 PM Mountain Time at Denver, Colorado After-hours support Critical Priority 1 issues only Coverage triggered through PagerDuty Includes evenings, weekends, and holidays Key Responsibilities Provide Tier 1 support through walk-up, phone, chat, email, and ServiceNow Create, document, update, and escalate tickets to L2/L3 support teams Proactively communicate with users through ServiceNow, phone, email, and Microsoft Teams Perform remote troubleshooting using approved remote support tools Troubleshoot conference room and meeting room technology and coordinate with OEMs for break/fix issues Perform Level 1 troubleshooting and SOP-based resolution for end-user technologies Support Microsoft 365, SCCM, Intune, Windows OS, and desktop applications Contribute to knowledge creation, shift-left initiatives, and self-service enablement Follow established Help Desk/IT Operations policies, processes, and service standards Required Skills & Knowledge Hands-on knowledge of Microsoft 365 end-user applications Experience with Microsoft Intune, SCCM, and Windows OS Strong desktop application troubleshooting skills Familiarity with ITIL/ITSM processes Strong technical aptitude and problem-solving skills Excellent customer service and professional communication skills Ability to troubleshoot issues effectively and escalate when beyond Tier 1 scope