IT Service Desk Analyst - Tier 1
Adams 12 Five Star Schools, Brighton, CO, United States
Position Type:
Information Technology
Date Posted: 3/18/2026
Location: Educational Support Center
Closing Date: 03/25/2026 FULL SALARY RANGE : Level 1 (minimum: $56,958 - mid-point: $71,197 - maximum: $85,437) The maximum placement for new hires is based upon experience and typically does not exceed the mid-point of the range. STANDARD HOURS PER WEEK : 40 FTE : 1.0 JOB CODE : 101125 POSITION TYPE:
Replacement LOCATION : Thornton, CO
SUMMARY : Responsible for the Service Desk Analyst role covering support aspects of technology for district users. Duties include remotely resolving Tier 1 support requests, managing walk-in customer service needs and escalating requests that require more advanced or specialized expertise. Accurately document all requests in detail for troubleshooting, escalation, and reporting purposes. Perform work duties within established policy and documented work procedures. Participate in continuous improvement efforts. Exemplify Customer Service in all interactions.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
JOB TASKS: 1. Provide technology support for IT Service Desk and Family Technical Support requests submitted via phone, online or walk-up. Provide solutions, offer workarounds and/or give guidance to resolve requests directly with the customer on first contact where possible. Troubleshoot Tier 1 requests, including account login and multifactor authentication, video conferencing tools, application, network connectivity, operating system, device driver and other documented issues within established guidelines. Document problem description and actions taken in detail. When necessary, accurately escalate and route tickets that require more specialized or advanced support resources. 2. Perform Service Desk Identity and Access Management (IAM) tasks to ensure that appropriate and timely access is granted to new hires, job transfers, and employee and contractor terminations within established guidelines. 3. Receive, log, handle preliminary communications and properly route calls and requests for the larger IT team and other organizational stakeholders. If necessary for the best Customer Service, maintain ownership of the resolution and customer interaction while other staff resolve the technical issues. Ensure that requests are properly closed out with the customer, 4. Own the Customer Service experience for all issues resolved on the IT Customer Service Team. Maintain ownership and advocate for the customer on issues that do not have a clear responsible party until successful resolution is received. Ensure that requests are properly closed out with the customer. 5. Coordinate hardware repair issues with third-party vendors; notify vendors of necessary repairs/parts and maintain accurate records of requests. Check-in/scan all new devices. Process departmental RMA's (return merchandise authorizations) and other items for shipping. Accurately document expenditures on non-warranty repairs. 6. Identify, document and advocate for continuous process improvement as opportunities arise. Assist the Service Desk Team Lead in creating documentation for new technologies and processes. 7. Perform other job related duties as assigned.
EDUCATION AND RELATED WORK EXPERIENCE : - Associate's degree in computer science, information systems or another technical field or equivalent work experience required. - Minimum of two (2) years of Customer Service experience with a variety of computer hardware, software and operating systems.
LICENSES, REGISTRATIONS or CERTIFICATIONS : - Criminal background check required for hire. - Industry recognized technical certifications preferred in areas such as ITIL, HDI, Microsoft, CompTIA A+ or others.
APPLICATION INFORMATION : All applicants (current district employees and external applicants) should list any and all work experience, including current district experience, when completing the employment application. Please include job titles and duties that you held while doing that job. Since the Human Resource department uses the application to screen for minimum qualifications required for each job, it is important to have a complete application so you will be considered for the position you are applying for.
SALARY INFORMATION : The salary listed is for full time positions (1.0 FTE). This salary will be adjusted, as needed, based upon the FTE. Administrative employees' salary will be commensurate on the employees' education and/or work experience. For additional information, please review our Administrative Compensation Program or review our Administrative Salary Schedule.
BENEFITS INFORMATION : Adams 12 Five Star Schools is committed to providing an environment that promotes a healthy employee population able to serve our students at the highest level. We offer a comprehensive benefits package including medical, dental, vision and life insurance as well as other programs for benefit eligible employees. The employee assistance program, voluntary life insurance through PERA, and 401(k), 403(b) & 457(b) plans are available to all employees regardless of hours worked and are available immediately (upon hire date). To learn more about our benefits, including paid time off, please see our Benefits Overview.
THIS POSTING IS NOT INCLUSIVE OF THE JOB DESCRIPTION. Rev 3/26
Date Posted: 3/18/2026
Location: Educational Support Center
Closing Date: 03/25/2026 FULL SALARY RANGE : Level 1 (minimum: $56,958 - mid-point: $71,197 - maximum: $85,437) The maximum placement for new hires is based upon experience and typically does not exceed the mid-point of the range. STANDARD HOURS PER WEEK : 40 FTE : 1.0 JOB CODE : 101125 POSITION TYPE:
Replacement LOCATION : Thornton, CO
SUMMARY : Responsible for the Service Desk Analyst role covering support aspects of technology for district users. Duties include remotely resolving Tier 1 support requests, managing walk-in customer service needs and escalating requests that require more advanced or specialized expertise. Accurately document all requests in detail for troubleshooting, escalation, and reporting purposes. Perform work duties within established policy and documented work procedures. Participate in continuous improvement efforts. Exemplify Customer Service in all interactions.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
JOB TASKS: 1. Provide technology support for IT Service Desk and Family Technical Support requests submitted via phone, online or walk-up. Provide solutions, offer workarounds and/or give guidance to resolve requests directly with the customer on first contact where possible. Troubleshoot Tier 1 requests, including account login and multifactor authentication, video conferencing tools, application, network connectivity, operating system, device driver and other documented issues within established guidelines. Document problem description and actions taken in detail. When necessary, accurately escalate and route tickets that require more specialized or advanced support resources. 2. Perform Service Desk Identity and Access Management (IAM) tasks to ensure that appropriate and timely access is granted to new hires, job transfers, and employee and contractor terminations within established guidelines. 3. Receive, log, handle preliminary communications and properly route calls and requests for the larger IT team and other organizational stakeholders. If necessary for the best Customer Service, maintain ownership of the resolution and customer interaction while other staff resolve the technical issues. Ensure that requests are properly closed out with the customer, 4. Own the Customer Service experience for all issues resolved on the IT Customer Service Team. Maintain ownership and advocate for the customer on issues that do not have a clear responsible party until successful resolution is received. Ensure that requests are properly closed out with the customer. 5. Coordinate hardware repair issues with third-party vendors; notify vendors of necessary repairs/parts and maintain accurate records of requests. Check-in/scan all new devices. Process departmental RMA's (return merchandise authorizations) and other items for shipping. Accurately document expenditures on non-warranty repairs. 6. Identify, document and advocate for continuous process improvement as opportunities arise. Assist the Service Desk Team Lead in creating documentation for new technologies and processes. 7. Perform other job related duties as assigned.
EDUCATION AND RELATED WORK EXPERIENCE : - Associate's degree in computer science, information systems or another technical field or equivalent work experience required. - Minimum of two (2) years of Customer Service experience with a variety of computer hardware, software and operating systems.
LICENSES, REGISTRATIONS or CERTIFICATIONS : - Criminal background check required for hire. - Industry recognized technical certifications preferred in areas such as ITIL, HDI, Microsoft, CompTIA A+ or others.
APPLICATION INFORMATION : All applicants (current district employees and external applicants) should list any and all work experience, including current district experience, when completing the employment application. Please include job titles and duties that you held while doing that job. Since the Human Resource department uses the application to screen for minimum qualifications required for each job, it is important to have a complete application so you will be considered for the position you are applying for.
SALARY INFORMATION : The salary listed is for full time positions (1.0 FTE). This salary will be adjusted, as needed, based upon the FTE. Administrative employees' salary will be commensurate on the employees' education and/or work experience. For additional information, please review our Administrative Compensation Program or review our Administrative Salary Schedule.
BENEFITS INFORMATION : Adams 12 Five Star Schools is committed to providing an environment that promotes a healthy employee population able to serve our students at the highest level. We offer a comprehensive benefits package including medical, dental, vision and life insurance as well as other programs for benefit eligible employees. The employee assistance program, voluntary life insurance through PERA, and 401(k), 403(b) & 457(b) plans are available to all employees regardless of hours worked and are available immediately (upon hire date). To learn more about our benefits, including paid time off, please see our Benefits Overview.
THIS POSTING IS NOT INCLUSIVE OF THE JOB DESCRIPTION. Rev 3/26