IDR, Inc.

IDR is seeking a Service Desk Analyst to join one of our top clients for an opportunity in Englewood, CO. This role supports end users by troubleshooting hardware, software, and connectivity issues while serving as an escalation point for more complex tickets. You’ll join a large, fast-paced enterprise environment (example: medical device / healthcare manufacturing) focused on reliable, secure, and customer-focused IT support.

Position Overview for the Service Desk Analyst:

• Provide Tier 2-style service desk support, resolving escalated incidents and service requests across end-user technology.
• Troubleshoot and support Windows and macOS devices, common peripherals, and basic network connectivity/VPN issues.
• Administer and support user access and productivity platforms (e.g., Active Directory and Microsoft 365) following security and compliance standards.
• Document work thoroughly in an ITSM platform and partner with infrastructure/security teams to drive timely resolution.

Requirements for the Service Desk Analyst:

• 3+ years of experience in an IT support, helpdesk, or service desk environment supporting end users in an enterprise setting
• Hands-on experience working in an ITSM/ticketing tool (e.g., ServiceNow, Jira Service Management, Freshservice/FreshDesk, ServiceDesk Plus, or similar)
• Strong troubleshooting skills across Windows, macOS, Microsoft 365, and common end-user hardware/peripherals
• Working knowledge of Active Directory concepts (accounts, groups, permissions) and basic security best practices
• Solid understanding of networking fundamentals (TCP/IP, LAN/Wi-Fi, VPN) with clear documentation and customer communication skills

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.

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