IT Support Analyst: White-Glove, 24/7 On-Call

Exclusive Resorts; Denver (CO); On-site; USD 55,000 - 75,000; Full time

Job summary

Exclusive Resorts is seeking an IT Support Analyst to join our Engineering Operations team in Denver. The successful candidate will provide exemplary technical support to employees and ensure smooth operations of the IT service desk and related systems.

This role interfaces with all levels of the business, demanding outstanding communications, a positive attitude, flexibility, and a passion for learning. Onsite five days a week with a 24/7 on-call rotation.

Qualifications

• Associate degree or equivalent work experience.
• 3-5 years of experience in an IT service desk or technical support role.
• CompTIA A+ certification preferred.

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.
• 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.

Skills

IT support

Customer service

Windows/Microsoft 365

Networking basics

On-call readiness

Education

Associate degree or equivalent

CompTIA A+ certification

Tools

Zendesk

Jira Service Management

SharePoint

Microsoft 365 admin

Job description

Exclusive Resorts is seeking an IT Support Analyst to join our Engineering Operations team in Denver. The successful candidate will provide exemplary technical support to employees and ensure smooth operations of the IT service desk and related systems.

This role interfaces with all levels of the business, demanding outstanding communications, a positive attitude, flexibility, and a passion for learning. Onsite five days a week with a 24/7 on-call rotation.