IT Support Analyst

Exclusive Resorts LLC.; Denver, Northern (CO, KY); Hybrid; USD 65,000 - 75,000; Full time

Job summary

Exclusive Resorts LLC. in Denver, CO is seeking an IT Support Analyst to join our Engineering Operations team. The successful candidate will provide exemplary technical support to employees, covering hardware, software, and network issues.

The role requires 3-5 years in an IT service desk or technical support, strong communication, and a willingness to participate in a 24/7 on-call rotation. Onsite work five days a week and collaboration with leadership complete the day-to-day responsibilities.

Qualifications

• Associate degree or equivalent work experience.
• 3-5 years IT service desk/technical support experience.
• CompTIA A+ certification preferred.
• Experience with Microsoft 365, Windows, Active Directory, Entra ID.
• Experience with macOS and iOS devices.
• Networking fundamentals (DNS, DHCP, VPN, LAN, WAN, TCP/IP).
• Experience with Zoom, SharePoint, MS Teams, Slack.
• Familiarity with Zendesk, Jira Service Management.
• Strong cross-functional collaboration and prioritization.

Responsibilities

• Provides technical support to employees experiencing issues with hardware, applications, and network systems.
• Owns and operates our IT Service Management platform.
• Troubleshoots and resolves Service Desk tickets in a timely manner.
• Escalates complex issues to appropriate technical teams or vendors.
• Provides white glove support to leadership.
• Develops and maintains knowledge base articles.
• Monitors and manages service desk performance metrics.
• Participates in IT projects as required.
• Onsite support at the Denver office; 5 days a week.
• On-call rotation 24/7.

Skills

IT Support

Customer service

Communication

On-call rotation

Education

Associate degree or equivalent

Tools

Zendesk

Jira Service Management

Windows Server

AWS/Azure

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.