Service Desk Analyst

Overview

Position Summary:The Service Desk Analyst is responsible for providing on-site and remote technical support to keep our customers productive and information secure at all times. In addition, this position owns responsibility for identifying root cause and resolving issues using best practice technical methodologies to drive a positive trend in our service levels, while simultaneously assisting users in solving their day-to-day desktop support issues.  Will provide technical hardware and software support, upgrades, patches, and maintain records of software licensing and technical hardware assets as required for efficient operations and compliance to copyright or other related laws.  

Kodiak IT delivers a comprehensive suite of technology solutions—including IT procurement, cybersecurity, cloud computing, servers, storage, networks, PCs, and enterprise platforms. As the trusted technology advisor to Kodiak’s operating companies, we empower productivity and drive sustained success. In today’s rapidly evolving digital landscape, reimagining operational models is essential for future growth. Kodiak IT leads this transformation by blending innovation with reliability, aligning cutting-edge technology with strategic business outcomes—while keeping modernization and cybersecurity at the core of everything we do.

Key Responsibilities:

• Provide onsite and remote device support for all headquarter and branch customers in multiple work settings and environments.  With focus on, but not limited too – Windows OS, Dell/HP desktops & Laptops, tablets, scanners, HP/Dell/Xerox/Canon multi-function printers, wireless connectivity, hosted VoIP (Mitel, Polycom, Cisco), Office software, and business applications. 
• Will be the first point of contact, monitoring and answer helpdesk phone/tickets during business hours and respond accordingly.  Will work within a technical services team.
• Install software to initialize PCs, upgrades, patches, and revisions. Regularly checks across end-point management systems - virus updates and software distribution to servers and workstations.  Provide a variety of hardware repair functions and liaison with suppliers. Diagnose repair and/or replace memory, hard drives, etc. Pull cable, locate and relocate PCs, printers and other hardware – at times coordinating such work with subscribed service providers and vendors 
• Problem solving and critical thinking to improve systems and company performance.  
• Collaborate and escalate operational issues to supervisor to maintain and improve system performance. 
• Provide positive and friendly customer service.
• As our company develops, other duties will be recognized necessary and assigned to service our headquarters and subsidiary customers. 

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, preferred. 
• One or more technical certifications preferred: ITIL, A+, CCNA, MCSE, Azure or AWS
• 3 or more years related experience in technical support, some networking/telecom, systems administration, and cloud service administration preferred 
• Customer service focused technical professional proficient in Microsoft operating systems and associated administration), peripheral hardware support, support cloud and hosted services Office365, OneDrive, SharePoint, and Dropbox. 
• Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of security, storage, data protection, and disaster recovery protocols 
• Ability to develop productive working relationships with resources and dependent teams at all levels of the company 
• Ability to work in a fast-paced and energetic environment and exhibit appropriate levels of urgency.
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Location: This position is primarily on-site at our headquarters located at: 9780 Pyramid Court, Englewood, CO 80112

• Regular in-person attendance is required Monday through Thursday
• Friday is an optional remote workday

Working Shift Options: This position provides time-zone based support for various Kodiak companies with the following options:

• 7 AM to 4 PM Mountain time
• 8 AM to 5 PM Mountain time
• 9 AM to 6 PM Mountain time

Physical Requirements:

• Travel requirements: Travel 10% of time to operating companies by car and/or plane, as necessary
• Prolonged periods of sitting at a desk and working on a computer
• Ability to lift up to 40 pounds occasionally
• Moderate bending, stooping, walking, standing, kneeling, squatting, and reaching.
• Must be able to move between departments within the company facility

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