Support Services Intern - 986

We are seeking a Support Services Analyst in our Colorado location.

The Support Services Analyst will be part of the IT support organization and will play a hands-on role in responding to incidents and service requests, supporting end-user devices and applications, coordinating onboarding and offboarding, and troubleshooting technology across office and hybrid environments.

As a Support Services Analyst, you will help ensure employees have reliable access to the devices, applications, collaboration tools, and services they need. You will partner with end users and IT teams to deliver timely resolutions, clear status updates, and an exceptional support experience.

A successful Support Services Analyst will have experience providing first- and second-line technical support, managing incidents through closure, and communicating technical topics to non-technical audiences. They will bring a customer-first mindset, strong troubleshooting skills, and a desire to continuously improve IT service delivery.

Key Responsibilities:

• Triage and respond to support requests and incidents submitted via email or ServiceNow, escalating and resolving issues in accordance with SLAs.
• Provide strong technical support across devices, operating systems, collaboration tools, productivity software, and endpoint security systems.
• Ensure a smooth onboarding and offboarding experience by coordinating local IT setup, access provisioning, and equipment readiness for new hires and departing employees. Act as a subject matter expert in areas such as user access, software configuration, device management, and A/V troubleshooting for in-office and hybrid setups.
• Manage the incident lifecycle and own requests from initial intake to closure, ensuring timely and effective communication with end users.
• Collaborate with Engineering, Enterprise Applications, and other teams on escalated issues, root cause analysis, and service restoration.

YOU MUST HAVE:

• Associate or bachelor’s degree required
• 2+ years of IT support experience across first- and second-line responsibilities, ideally in a global or fast-paced environment.
• Due to national security requirements imposed by the U.S. Government, candidates for this position must not be a People’s Republic of China national or Russian national unless the candidate is also a U.S. citizen.
• Due to contractual requirements, applicants must be a U.S. person, defined as a U.S. citizen, permanent resident or green card holder, or a worker granted asylum or refugee status.

WE VALUE:

• Associate or bachelor’s degree in information technology, Computer Science, or a related field preferred.
• Previous troubleshooting experiences across Windows, Linux, and macOS environments, with familiarity in modern endpoint management tools such as Intune or Jamf.
• Previous experience contributing to service-focused processes and/or ServiceNow-based IT service management.
• Excellent communication and interpersonal skills, with the ability to translate technical topics for non-technical audiences.
• Understanding of networking basics, identity and access management, and SaaS administration.
• A customer-first mindset with a strong desire to improve the IT support experience.