A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
Boulder, CO Job Details Full-time 3 hours ago Qualifications Desktop computer repair Smartphone (troubleshooting support) iOS Microsoft Exchange Public Cloud Windows Internal employee customer service Email configuration (technical support) Cloud service support Productivity software support Computer hardware Desktop (troubleshooting support) Azure AD Desktop administration Active Directory management
Full Job Description Location:
Boulder, CO — 4949 Pearl East Circle, Suite 100
Schedule:
Monday-Friday, 9:00 AM-5:00
PM Work Arrangement:
100% onsite, 5 days/week Position Overview We are seeking an Help Desk/ IT Support Analyst to provide hands-on IT and end-user support in a biopharmaceutical environment . This role will primarily focus on desktop, application, Microsoft 365, and mobile device support, with some exposure to laboratory and IT infrastructure systems. Key Responsibilities Provide desk-side and end-user support for hardware, software, network, VoIP, and mobile devices. Troubleshoot and support Microsoft 365, Exchange Online, Active Directory, Azure, and Windows environments. Configure and troubleshoot company-owned iOS/mobile devices and enterprise applications. Manage incidents and service requests through an ITSM/ticketing system , meeting SLAs. Support conference room AV equipment, printers, desktop imaging, application deployment, and hardware installations. Assist with IT projects, application implementations, equipment decommissioning, and process improvements. Create and maintain IT documentation and knowledge-base materials. Work with internal IT teams and external vendors to resolve issues and implement solutions. Provide training and mentoring to end users and new helpdesk technicians. Participate in an occasional weekend on-call rotation. Required Qualifications 3+ years of relevant IT/application support experience. Strong PC/desktop and mobile device support experience. Strong Microsoft 365 support and troubleshooting skills. Experience with Active Directory, Azure, Exchange Online, and Windows . Experience working in a pharmaceutical, biotechnology, healthcare, or other regulated environment strongly preferred. Excellent troubleshooting, communication, customer service, and problem-solving skills. Ability to work independently and manage multiple priorities in a fast-paced environment. Associate's or Bachelor's degree in Computer Science, IT, or equivalent experience.
Preferred:
Experience with MDM, Automox, SmartDeploy, FreshService, Trellix, software deployment tools, and basic TCP/IP, DNS, DHCP, VPN, and networking
