Title: Desktop Support Analyst
Type: Contract to Hire
Location: Onsite - Aurora, CO
Pay: Up to $36/hour

Position Overview

We are seeking a Desktop Support Analyst to provide hands-on technical support for end users across a dynamic enterprise environment. This role is responsible for troubleshooting hardware, software, and device-related issues while delivering a high level of customer service. The ideal candidate will have strong desktop support experience, excellent problem-solving abilities, and a passion for helping users resolve technical challenges efficiently.

Key Responsibilities

• Provide Level 2 desktop support through phone, remote, email, and in-person interactions.
• Troubleshoot and resolve hardware, software, operating system, and application issues.
• Deploy, configure, and maintain desktops, laptops, mobile devices, printers, and telecommunications equipment.
• Support Microsoft Windows environments and associated business applications.
• Manage incident tickets, document resolutions, and maintain accurate service records.
• Escalate complex issues when appropriate and coordinate with other technical teams.
• Create and maintain technical documentation, knowledge base articles, and support procedures.
• Assist with software deployments, upgrades, patches, and endpoint management initiatives.
• Track software licensing and maintain inventory of hardware and software assets.
• Collaborate with vendors to coordinate equipment procurement, installation, and support.
• Ensure connectivity and functionality across desktops, servers, email platforms, printers, and related systems.
• Follow up with users to confirm issue resolution and customer satisfaction.
• Participate in an on-call support rotation for after-hours technical assistance.

Required Qualifications

• Bachelor's degree in Information Technology or a related field, or equivalent combination of education and experience.
• 3+ years of desktop support, technical support, or IT operations experience.
• Strong knowledge of Active Directory and Group Policy (GPO).
• Experience supporting Microsoft 365 environments.
• Familiarity with Microsoft SCCM or similar endpoint management tools.
• Experience deploying and supporting desktop and laptop endpoints.
• Hands-on experience troubleshooting Windows operating systems and desktop applications.
• Strong customer service, communication, and interpersonal skills.
• Ability to diagnose technical issues, prioritize workload, and manage multiple tasks effectively.
• Experience documenting support activities and following incident management processes.
• Ability to lift up to 50 pounds when installing or moving equipment.

Preferred Qualifications

• Experience supporting healthcare environments.
• Understanding of HIPAA compliance requirements.
• Experience working within structured IT service management (ITSM) processes.
• Microsoft-related certifications.

Nice-to-Have Skills

• A+ Certification
• MCSE or related Microsoft certifications
• ITIL Foundation Certification
• HDI Desktop Support Technician Certification
• Experience supporting both Windows and Mac environments

Why Join This Opportunity

• Join a collaborative IT team supporting a large enterprise user base.
• Gain exposure to a diverse technology environment including Microsoft 365, Active Directory, SCCM, endpoint management, and enterprise applications.
• Opportunity to contribute to process improvements and technology initiatives.
• Contract-to-hire opportunity with long-term career potential and growth.