IT Operations & Support Associate
Denver, CO, 80202
Job Title: IT Operations & Support Associate
Location-Type: Hybrid, 4 days onsite / 1 day remote, Denver, CO
Start Date: ASAP (Target: 11/16)
Duration: Contract, 6+ months
Compensation Range: $25-30/hr
Benefits: Eligible for Health, Dental, Vision, and 401K
Visa Sponsorship: Not eligible for visa sponsorship
Job Description:
This role supports the client's internal IT operations by improving help desk processes, building service documentation, and ensuring reliable technology support across software, hardware, and user lifecycle management.
Job Summary
•Handle a mixed queue of software and hardware support tickets, adhering to defined SLAs and escalation paths.
•Evaluate and improve help desk intake, triage, escalation, and resolution workflows, including ticket taxonomy, service tiers, and vendor responsibilities.
•Build and maintain end-user and internal support documentation, identifying opportunities to automate repetitive, high-volume requests.
•Contribute to a knowledge base written for both end-user self-service and internal agent resolution, following established review and ownership processes.
•Review and improve technology onboarding and offboarding runbooks, ensuring proper equipment issuance, account provisioning, access grants, and timely deprovisioning.
•Identify control gaps in access management processes, with attention to access that persists after employee departure.
•Support coordination across the technology function, People Team, and Accounting for clear ownership at all handoff points.
Minimum Requirements:
•1+ years of experience in IT service management, service desk operations, or technology operations consulting, including at least one end-to-end service management design or implementation.
•Hands-on configuration experience with at least one ITSM platform and working knowledge of service catalog, ticket taxonomy, and SLA frameworks in a production environment.
•Working knowledge of Microsoft 365 and Entra ID administration, endpoint management, and identity and access provisioning patterns.
•Experience with IT asset management, including reconciliation of drifted records and lifecycle process definition.
•Strong technical writing capability, with demonstrated ability to produce knowledge base articles, runbooks, or process documentation accessible to non-technical users.
•Ability to work independently toward a defined deliverable set and drive requirements from stakeholders without formal authority.
Preferred Qualifications:
•AV support experience, including conference room and peripheral troubleshooting.
•Experience with SentinelOne or comparable endpoint protection platforms.
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