Information Technology Support Analyst

Roles and Responsibilities

• Provides technical support to employees experiencing issues with hardware, applications, and network systems.
• Owes and operates our IT Service Management (ticketing) platform.
• Troubleshoots and resolves Service Desk tickets in a timely manner.
• Escalates complex issues to the appropriate technical teams or third-party vendors.
• Provides white glove support to our leadership team.
• Develops and maintains technical support knowledge base articles.
• Maintains service desk performance metrics to ensure high-quality service delivery to employees and partners.
• Participates in IT projects as required.
• Partners with our Sr. IT Support Analyst to troubleshoot and resolve complex desktop and laptop issues.
• Performs onboarding and offboarding tasks for Employees, Partners, and Contractors.
• Provides technical support for our corporate offices in downtown Denver.
• Assists with Windows Server and AWS/Azure cloud requests, provides support of our corporate and resort wireless environments and assists with desktop, laptop, and server patching.
• Onsite support at the corporate office 5 days a week.
• Participates in a 24/7 on call support rotation.

Requirements

• Associate degree or equivalent work experience.
• 3-5 years of experience in an IT service desk or technical support role.
• CompTIA A+ certification preferred.
• Experience supporting Microsoft technologies (Microsoft 365, Windows, Active Directory, Entra ID).
• Experience supporting macOS and iOS devices.
• Experience with Dell laptop hardware.
• Working knowledge of core networking concepts (DNS, DHCP, SSH, VPN, LAN, WAN, TCP/IP).
• Experience with collaboration platforms (Zoom, SharePoint, MS Teams, Slack).
• Familiarity with IT Service Management platforms (Zendesk, Jira Service Management).
• Strong cross-functional collaboration skills, with the ability to work effectively across technical teams and the broader business.
• Excellent problem-solving skills with the ability to prioritize and manage competing tasks.
• Able to participate in a 24/7 on-call rotation.