IT Support Analyst

Exclusive Resorts LLC; Denver (CO); On-site; USD 65,000 - 75,000; Full time

Job summary

Exclusive Resorts LLC is seeking an IT Support Analyst to join our Engineering Operations team in Denver. You will provide exemplary technical support to employees, assist with hardware, software, and network issues, and manage our IT service management platform.

The ideal candidate has 3–5 years in an IT service desk, experience with Microsoft 365, Windows, AD, Entra ID, and a customer-focused approach. Onsite, 5 days a week, with on-call rotation and opportunities to grow.

Qualifications

• 3–5 years in an IT service desk or technical support role
• Experience supporting Microsoft technologies (Microsoft 365, Windows, Active Directory, Entra ID)
• Familiarity with IT Service Management platforms (Zendesk, Jira Service Management)
• Experience with macOS and iOS devices is a plus
• Excellent communication and collaboration across teams

Responsibilities

• Provide technical support to employees for hardware, applications, and network issues
• Own and operate our IT Service Management platform
• Troubleshoot and resolve service desk tickets promptly
• Escalate complex issues to appropriate teams or vendors
• Maintain knowledge base articles and monitor service metrics

Skills

IT service desk

Windows support

Networking basics

Communication skills

Cross-team collaboration

Education

Associate degree or equivalent

Tools

Zendesk

Jira Service Management

Microsoft 365

Active Directory

Entra ID

Job description

Salary Range: $65,000.00 To $75,000.00 Annually

POSITION DESCRIPTION

Exclusive Resorts is seeking an IT Support Analyst to join our Engineering Operations team. The successful candidate will be responsible for providing exemplary technical support to our employees, ensuring smooth and efficient operations of the technical support process. The ideal candidate has experience supporting a diverse collection of business systems and applications. This position will interface with all levels of the business, so we are looking for someone with outstanding communications skills and a positive attitude. Flexibility and a passion for learning are required for this role.

ROLES AND RESPONSIBILITIES

• Provides technical support to employees experiencing issues with hardware, applications, and network systems.
• Owns 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.
• Monitors and manages service desk performance metrics to ensure high-quality service delivery to our 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.
• This role will occasionally assist with the following:
  • Assists with Windows Server and AWS/Azure cloud requests.
  • Provides support of our corporate and resort wireless environments.
  • 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.
• This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this company and position, the responsibilities of this role may change.

EDUCATION, SKILLS, AND EXPERIENCE

• 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.
• Ability to participate in a 24/7 on-call rotation.