IT Support Analyst Job at OmniTRAX in Denver

POSITION SUMMARY The IT Support Analyst provides elevated technical support serving as a key point of contact for our senior executives, board members, and the owning family. The ideal candidate is a proactive problem solver with a strong foundation in systems and network administration, coupled with outstanding communication and interpersonal skills. This position requires a "jack-of-all-trades" mentality, the ability to handle a wide range of technical challenges, and the discretion to support high-level stakeholders with white glove service. The IT Support Analyst demonstrates and adheres to the company values of safety, honesty, ownership, respect, and teamwork to ensure a successful partnership with customers and employees that result in OmniTRAX's continued success. ESSENTIAL RESPONSIBILITIES VIP & End-User Support: Provide dedicated, timely, and professional technical support to senior executives and other designated VIPs, both in-office and remotely. Serve as an escalation point for complex user-facing issues that require advanced technical knowledge. On-site requirement a minimum of 4 days per week subject to change at company discretion Troubleshoot and resolve issues related to desktops, laptops (Windows/macOS), mobile devices (iOS/Android), printers, and peripherals. Manage user accounts and permissions across various platforms. Systems & Network Management: Assist in the management and configuration of core IT systems, including Microsoft 365, Azure Active Directory, and on-premises Active Directory. Perform basic network troubleshooting, including connectivity issues related to DHCP, DNS, VPN, and Wi-Fi. Support the deployment, configuration, and maintenance of client-side applications and software. Understand and support how client devices securely authenticate and interact with company networks and services. Operations & Documentation: Manage and prioritize support requests efficiently within our IT service management (ITSM) ticketing system. Create and maintain comprehensive documentation for technical procedures, system configurations, and user guides. Proactively identify recurring issues and contribute to long-term solutions and process improvements. OTHER DUTIES Special Projects & IoT: Assist with the setup, configuration, and support of office hardware, including conference room A/V equipment and other connected devices. Configure, install, and troubleshoot various Internet of Things (IoT) devices as needed. Participate in IT projects, including hardware refreshes, software rollouts, and infrastructure upgrades. Perform other duties and projects as assigned SUPERVISORY RESPONSIBILITIES None REQUIRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES 5+ years of experience in an IT support role with progressively increasing responsibilities. Demonstrable experience providing technical support to executive-level staff with a high degree of professionalism and discretion. Strong working knowledge of Windows 10/11 and iOS environments. Working knowledge of networking principles (TCP/IP, DNS, DHCP, VPN). Experience with Active Directory and/or Azure Active Directory user and group management. Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues independently. Exceptional communication skills, with the ability to explain complex concepts to non-technical stakeholders. Proven ability to work in a ticketing system and adhere to documentation standards. Work in fast-paced, collaborative environment REQUIRED CERTIFICATIONS AND LICENSES Valid Driver's License PREFERRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES Bachelor's degree in Information Technology, Computer Science, or a related field. Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications (e.g., MD-102: Endpoint Administrator). Experience with Mobile Device Management (MDM) platforms (e.g., Microsoft Intune, Jamf). Hands-on experience with configuring and supporting smart home or office IoT devices. Familiarity with cybersecurity best practices and endpoint security tools. PREFERRED CERTIFICATIONS AND LICENSES Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications (e.g., MD-102: Endpoint Administrator). WORK ENVIRONMENT Work in a climate-controlled office and routinely use standard office equipment COMPENSATION Estimated Starting Annual Salary: $ Exact starting salary is determined by merit; seniority; geographic location; education, training, and/or experience related to job duties and responsibilities FLSA Status: Non-Exempt, Eligible for Overtime BENEFITS 401(k) 401(k) matching AD&D insurance Dental insurance Disability insurance Employee assistance program Health insurance Health savings account Life insurance Mental well-being resources Paid Maternity leave Paid Parental leave Referral program Relocation assistance Sick time Vacation time Vision insurance TRAVEL Occasional, as business requires PHYSICAL REQUIREMENTS Physical Requirements % of Work Time Remain in a seated position 80% Speak and hear clearly 100% Lift office products and supplies, up to 20 lbs. 20% Stoop, kneel, bend and reach 10% Dexterity to write and manipulate keyboard and mouse 100%