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Role Description

This is a senior Service Desk role supporting mission-critical operations within a highly regulated healthcare environment. As the Service Desk Analyst, you will actively work the service desk queue, resolve complex issues, and serve as an escalation point for Level 2–3 incidents. In addition to core service desk responsibilities, you will also have the opportunity to contribute to AI-driven improvements and Power Platform automation initiatives that enhance IT processes and broader departmental workflows.

Location - Remote - Preferably in Denver, Colorado area.

Key Responsibilities

• Actively manage and resolve Level 2–3 service desk tickets across North America.
• Serve as an escalation point for complex, multi-layer incidents and root cause investigations.
• Troubleshoot Windows 10/11, macOS, identity, network, endpoint, and enterprise application issues.
• Administer Microsoft 365 (SharePoint, Teams, Exchange, OneDrive).
• Manage identity systems including Active Directory, Entra ID, and Okta.
• Stage, configure, image, and ship laptops and desktops for new hires, repairs, replacements, and upgrades.
• Manage endpoint lifecycle and compliance using Intune and MDM solutions.
• Participate in a 24/7 after-hours and weekend on-call rotation.
• Identify opportunities to improve request handling, incident resolution, and knowledge base efficiency using AI.
• Support development of automation and reporting solutions using Power Apps, Power Automate, Power BI, ChatGPT (OpenAI), and Microsoft Copilot.

Measurable Expectations

• Reduce repetitive or manual service desk tickets through automation initiatives within the first 12 months.
• Improve knowledge base quality, structure, and usability.
• Maintain high customer satisfaction while independently managing complex issues.
• Demonstrate ownership of at least one measurable service improvement initiative within first year.

Qualifications

• Minimum 7 years of progressive enterprise IT Service Desk or End-User Computing experience.
• Demonstrated Level 2–3 troubleshooting expertise in complex environments.
• Strong Microsoft 365 and SharePoint administration experience.
• Hands-on experience with Intune and endpoint lifecycle management.
• Experience with Active Directory, Entra ID, and Okta.
• Experience building or supporting Power Apps, Power Automate, and Power BI solutions.
• Practical exposure to enterprise AI platforms such as ChatGPT (OpenAI) and Microsoft Copilot.
• Ability to communicate technical and AI concepts clearly to non-technical stakeholders.
• Strong time management skills and ability to work independently.

Benefits

• 401(k) retirement benefit program
• Medical
• Dental care
• Disability insurance
• Employee assistance program
• Life insurance
• Paid time off
• Vision care