IT Service Delivery Analyst I at Craig Hospital – Englewood, Colorado

POSITION SUMMARY

The IT Service Delivery Analyst role is to provide a point of contact for end users to receive support and maintenance within the organization's desktop computing environment by way of the Service Desk function. This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware, software and equipment to ensure optimal workstation performance. They are responsible for imaging and issuing equipment, proper disposal and reuse of the Hospital’s end-point assets and the daily operations of provision of service, break/fix repair and escalation to the IT Service Delivery Analyst II or other members of the IT Service Delivery team. They are responsible for fulfilling all Service Requests, for timely triage and assignment of new tickets, and managing communication to end users on the services provided to them from the Service Desk function.

Posting closing date: March 20, 2026

Rate of pay: $24.99-$26.99 per hour based on experience

POSITION REQUIREMENTS

• Licensure/Certification/Registrations: CompTIA A+ certification is required for this role. Candidates who do not currently hold the certification must obtain it within six (6) months of their hire date.
• Education: High school diploma or equivalent required; College degree relevant field preferred.
• Experience: Minimum one (1) year of Desktop technical support experience within Microsoft Windows operating system support preferred. Minimum one (1) year experience in a Customer Service role or a role within a service, technology, or retail industry. Direct customer-facing service experience is highly preferred.
• Skills & Abilities: Ability to provide friendly and courteous customer-centered support. The ability to efficiently document and track technical support requests with a working knowledge of centralized desktop management tools. Able to quickly acquire a clear understanding of Microsoft Windows environments, such as: AD group policies, DHCP and IP configurations. Proven ability to self-learn new technology and apply skills. The ability to demonstrate to end-users practices that help to avoid technical support issues. The ability to work independently, organize time effectively, manage multiple activities efficiently. Maintain good interpersonal relationships and always a commitment to quality and results. Must be able to take calls as assigned.

• Communication:
  - Deliver courteous, empathetic support
  - Communicate clearly when gathering basic information from users
  - Provide simple, accurate status updates on assigned tasks
  - Escalate issues when unsure how to proceed
  - Listen carefully to understand user concerns
• Documentation:
  - Efficiently documents and tracks technical support issues
  - Follow documentation template and standards
  - Record troubleshooting steps and resolutions accurately
  - Update simple knowledge articles with guidance
• Technology:
  - Create and maintain end-user system access credentials
  - Demonstrate foundational understanding of IT systems and tools
  - Troubleshoot routine issues using documented procedures
  - Learn new technologies with guidance
• Education and Learning:
  - Selflearning applicable to new technologies
  - Use documented procedures to resolve common issues
  - Practice continuous learning, including self-directed learning, professional development, and knowledge sharing. Achieve relevant certification(s) to demonstrate mastery of a topic, process, technology or system, as required to meet the needs of the role.
• Problem-solving / Troubleshooting:
  - Use documented procedures to provide standard services
  - Identify when a service request or incident is beyond scope and escalates appropriately
  - Gather relevant information from users to support troubleshooting and resolution
  - Demonstrate curiosity and willingness to learn
• Work Style:
  - Manage tasks with supervision
  - Follow established processes
  - Maintain professionalism
• Leadership:
  - Take responsibility for assigned tickets from start to finish
  - Follow through on commitments and communicate delays proactively
  - Communicate clearly, calmly, and respectfully with users, peers, and senior staff
  - Maintain a helpful, solutionsoriented tone—even under pressure
  - Follow established procedures and model compliance for peers

** This job description is not intended to be an exhaustive list of all duties. Employee may perform other related duties as assigned.