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Senior Support Analyst

  • Department:
    Engineering
  • Reports to:
    VP, Security & Operations
  • Location:
    Denver, CO

POSITION DESCRIPTION

Exclusive Resorts is seeking a Senior 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 senior executive 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 Desktop Administrator to troubleshoot and resolve Desktop and Laptop issues.
  • Performs onboarding and offboarding tasks for Employees, Partners, and Contractors.
  • Provides technical support for our corporate headquarters in downtown Denver.
  • Occasionally assist with Windows Server and AWS/Azure cloud requests, support of our corporate and resort wireless environments, and server patching.
  • 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.
  • Experience with Microsoft technologies (Microsoft 365, Windows OS, Active Directory, Azure AD).
  • Experience with Cloud technologies (AWS and Azure).
  • Experience with collaboration platforms (Zoom, SharePoint, MS Teams).
  • Understanding of EDR platforms (CrowdStrike).
  • Understanding of networking concepts (DNS, DHCP, SSH, VPN, LAN, WAN, TCP/IP).
  • Knowledge of Windows PowerShell script commands and execution.
  • Understanding of wireless technologies (Ubiquity and Cisco Meraki).
  • Proven ability to collaborate across technical teams and the business.
  • Excellent problem-solving skills and the ability to prioritize tasks.
  • ITIL certification preferred.
  • Ability to participate in a 24/7 on call rotation.