Support Service Analyst

Support Service Analyst

GavinHeath is partnering with a client in Broomfield, CO looking to add a Support Service Analyst to their team. The role is a On-Site position.

Responsibilities:

• Triage and respond to support requests and incidents via email and ServiceNow, ensuring resolution within SLAs.
• Provide second-line technical support across devices, operating systems, collaboration tools, and endpoint security.
• Act as a subject matter expert on user access, software configuration, device management, and A/V troubleshooting.
• Deliver white-glove support to executives and high-priority incidents.
• Own the lifecycle of incidents from intake to resolution with effective user communication.
• Collaborate with Engineering and Enterprise Applications teams on escalations and root cause analysis.
• Manage inventory and internal warehousing, including audits and process refinement.
• Contribute to the improvement of ServiceNow through automation, workflow tuning, and service catalog alignment.
• Develop and maintain internal SOPs, knowledge articles, and user guidance.
• Support ITIL processes including change, problem, and incident management.
• Participate in hardware lifecycle management and onboarding/offboarding processes.
• Maintain and support A/V systems in conference rooms and shared workspaces.
• Contribute to IT projects including system migrations, software rollouts, and compliance initiatives.

Qualifications:

• 3+ years of IT support experience, ideally in global or fast-paced environments.
• Strong troubleshooting skills across Windows, Linux, and MacOS; experience with Intune, JAMF.
• Hands-on experience with ServiceNow or similar ITSM tools.
• Strong communication skills; ability to explain technical issues to non-technical users.
• Proven ownership mindset with a user-first approach.
• Experience supporting tools like Microsoft Teams, Slack, and Google Workspace.
• Team player with a collaborative and documentation-oriented mindset.
• Understanding of ITIL practices or willingness to adopt structured service processes.
• Familiarity with networking basics, IAM, and SaaS administration.
• Bachelor's degree in IT, Computer Science, or related field, or equivalent experience.

Desirable Experience:

• Experience implementing or maturing ServiceNow or ITSM processes.
• Familiarity with endpoint automation, scripting, or admin tools.
• Support for hardware peripherals and A/V equipment.
• Exposure to systems like Azure AD or Google Workspace Admin.
• VIP/executive support experience.
• Certifications in ITIL, CompTIA, or vendor-specific tools are a plus.
• Experience in Agile/Kanban environments or startup settings.