Information Technology Support Analyst

FLSA Status: Non-Exempt

About the role

The Information Technology Support Analyst provides on-site technical support as the primary in-person resource and serves as a secondary point of contact for end-users requiring assistance. This role supports escalations from the Help Desk, troubleshoots hardware and software issues, and delivers high-quality customer service in a fast-paced professional environment.

Schedule

8:30 AM – 5:00 PM, Monday through Friday, 37.5 hours per week

Location

Denver, CO

Pay

Hourly rate between $35.00 and $40.00, determined based on location, skillset, experience, training, licenses, certifications, and other business or organizational needs.

Benefits

• Medical
• Vision
• Dental
• Paid Time Off (PTO)
• 401k
• Life insurance
• Disability insurance

Responsibilities

• Serve as the secondary contact for end-users for all IT-supported systems and provide escalation support for the Help Desk.
• Resolve service requests and tickets escalated from the Help Desk and maintain clear, timely communication with all users throughout the resolution process.
• Act as the primary on-site support resource and provide warm handoffs for issues requiring in-person assistance.
• Document work performed and solutions provided in service tickets; meet established SLA response and resolution timeframes.
• Research issues, collaborate with vendors, and support root-cause analysis as needed.
• Create user accounts, provision workstations, and perform new-hire technology setup.
• Install, configure, troubleshoot, and repair computer hardware, software, and peripheral devices.
• Serve as the primary contact for conference room technology, audio/visual setup, and meeting support.
• Manage inventory of IT equipment and supplies, ensuring minimum stock levels are maintained.
• Participate in the annual hardware refresh and other technology lifecycle projects.
• Participate in a rotating on-call schedule to support critical issues and maintain operational continuity.
• Obtain required certifications within stated timelines (ITIL 4.0 within one year; 365 Fundamentals within two years; Desktop Support certification within one year).

Requirements

• High school diploma or equivalent (GED, recognized home-school certification, or other state-approved secondary education credential) required.
• Minimum of 3+ years of hands-on end-user desktop support role or Help Desk experience, preferably in a professional services environment.
• A+ certification preferred.

Skills

• Proficiency with remote desktop support and strong troubleshooting skills for hardware and peripheral issues.
• Experience supporting operating systems, Microsoft Office 2016 or higher, and common business applications.
• Working knowledge of Active Directory, Exchange, and basic account administration.
• Ability to explain technical information clearly, both verbally and in writing, to users of varying technical proficiency.
• Strong customer service orientation and ability to work collaboratively within a team environment.
• High attention to detail, follow-through, and discretion when handling confidential or proprietary information.
• Demonstrated commitment to continuous learning and skill development.

Physical Requirements

• Generally sedentary in nature, involving sitting most of the time but may require inter-office mobility for brief periods.
• Ability to lift up to 50 lbs. occasionally or routinely.
• Ability to communicate efficiently.
• Ability to perform repetitive motions.
• Ability to see and read PC screens, detect color coding, read fine print, and/or normal type size print.

Travel

• Periodic travel, including air travel and overnight stays, may be required.
• Must possess a valid driver’s license; may be required to rent or drive to an office for support.