Information Technology Support Analyst

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.