Support Services Analyst

Job Description

Job Title: Support Services Analyst - 863. Location: Broomfield, CO, USA

Responsibilities:

• Triage and respond to IT support requests and incidents submitted through email or ServiceNow, resolving or escalating issues according to SLAs.
• Provide first- and second-line technical support for devices, operating systems, collaboration tools, productivity software, and endpoint security systems.
• Coordinate local IT setup, access provisioning, and equipment readiness for employee onboarding and offboarding;
• Provide expertise in user access, software configuration, device management, and A/V troubleshooting for office and hybrid environments.
• Manage incidents and service requests from initial intake through resolution and closure while maintaining clear communication with end users.
• Collaborate with Engineering and Enterprise Applications teams on escalated issues, root cause analysis, and service restoration.
• Manage local IT inventory through regular audits, procurement activities, and internal warehousing or stockroom management.
• Participate in ITIL change, problem, and incident management processes with a strong focus on customer service.
• Support the complete hardware lifecycle, including asset tracking, imaging, deployment, and equipment returns.
• Maintain A/V systems in conference rooms and shared spaces to support reliable meetings and presentations.
• Support IT initiatives and projects, including software rollouts, system migrations, and compliance activities.
• Contribute to improvements in IT service delivery and the overall employee support experience.

Qualifications:

• Bachelor’s degree required.
• At least 2 years of IT support experience covering first- and second-line responsibilities, preferably in a global or fast-paced environment.
• Experience troubleshooting Windows, Linux, and macOS environments.
• Familiarity with modern endpoint management platforms such as Intune and JAMF.
• Experience with service-focused IT processes and/or ServiceNow-based IT service management.
• Understanding of enterprise identity systems such as Azure AD or Google Workspace Admin;
• Understanding of networking fundamentals, identity and access management, and SaaS administration.
• Strong communication and interpersonal skills, including the ability to explain technical concepts to non-technical users.
• Customer-focused approach with an interest in continuously improving IT support services.

Preferred:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience providing customer-facing IT support, preferably including VIP or executive support.
• Experience working with endpoint management, identity and access systems, and enterprise SaaS platforms.
• Experience supporting users in a global or rapidly changing technology environment.

Benefits and Compensation:

• Salary range: $72,000-$90,000 per year.
• Actual compensation depends on skills, education, professional experience, and other qualifications.
• Employer-subsidized health, dental, and vision insurance.
• 401(k) matching.
• Student loan repayment benefit;
• Equity opportunities.
• Retirement savings plan.
• 12 paid holidays.
• Generous vacation and sick time.
• Paid parental leave.
• Employee discounts.
• Flexible work schedule.
• Opportunity to work at a leading quantum computing company with teams across the United States, United Kingdom, Germany, and Japan.

Other Information:

• Due to contractual requirements, applicants must be a U.S. Person, defined as a U.S. citizen, permanent resident or green card holder, or worker granted asylum or refugee status.
• Due to U.S. Government national security requirements, candidates must not be nationals of the People's Republic of China or Russia unless they are also U.S. citizens.