Job Description

Position Title: Technical Support Analyst

Status: 6 month contract to hire

Start Date: January 5th, 2026

Pay: $35.00 per hour ($80,000 annually upon conversion to FTE)

Location: Onsite at Cripple Creek, CO 80813

(Work Schedule: Monday through Thursday, 6:00 AM to 4:30 PM)

JOB SUMMARY:

Our client is seeking a Technical Support Analyst for a long-term contract opportunity (with strong possibilities to convert full-time). The Technical Support Analyst will provide reliable and effective IT support services, ensuring consistent and high-quality end-user support. This role supports IT operations in alignment with established Service Level Agreements (SLAs) for assigned areas of responsibility.

DUTIES:

• Deliver hands-on support for site IT infrastructure and end-user services, including troubleshooting and maintenance of: Desktop and laptop computers, Mobile devices and phones, Printers and peripheral devices, Audio/Visual equipment, Other related IT hardware.
• Collaborate with Lead Technicians to ensure site-level IT environments—including voice/data networks, servers, and storage—are properly maintained and supported, especially in remote site locations.
• Monitor and manage IT issues within assigned areas, taking ownership of resolution and driving issues to closure.
• Coordinate with external service providers to support end-user services and perform proactive/preventative maintenance on IT infrastructure.
• Maintain accurate tracking and documentation of end-user issues, ensuring timely resolution and closure.
• Work closely with Infrastructure and Network teams to understand and support systems.
• Support the implementation and compliance of IT processes related to service delivery and facilities.
• Participate in regular IT service delivery meetings and contribute to continuous improvement initiatives.
• Escalate high-severity or recurring issues to appropriate levels.
• Ensure timely follow-up and communication with users and IT peers regarding service requests and tasks.
• Participate in IT projects and initiatives as needed.

REQUIREMENTS:

• Bachelor’s degree, technical certification, or equivalent experience in IT or related field.
• 3+ years of experience in a technical support or IT service role.
• Self-motivated and proactive, with the ability to take initiative, contribute ideas, and lead small projects independently.
• Strong commitment to customer service with the ability to communicate effectively, resolve issues promptly, and maintain a positive user experience.
• Basic understanding of IT facilities and infrastructure, including: Data centers and communication rooms, Video conferencing systems, Access control systems, Copy/print services, HVAC/UPS systems, and Cabling.
• Proven ability to resolve technical issues efficiently.
• Familiarity with SLAs and performance metrics.
• Excellent verbal and written communication skills across all organizational levels.
• Understanding of company objectives and how IT supports business units and departments.
• Strong interpersonal, team collaboration, and facilitation skills.
• Effective organizational and project management capabilities.
• Work Schedule: Monday through Thursday, 6:00 AM to 4:30 PM
• Must be able to work in high-altitude environments
• Microsoft Intune & MDM: Device enrollment, policy management, troubleshooting, and support for Windows-based endpoints.
• Windows OS & Mac OS: Installation, configuration, and support.
• Microsoft 365 Suite: Outlook, Teams, Word, Excel, PowerPoint SharePoint.
• Active Directory: User account management, group policies.
• Networking Basics: TCP/IP, DNS, DHCP, VPN setup and troubleshooting.
• Hardware Support: Desktops, laptops, printers, mobile devices, A/V equipment.
• Remote Support Tools: Experience with tools like SCCM, TeamViewer, or similar.
• Ticketing Systems: Familiarity with platforms like ServiceNow, Jira, or Zendesk.
• ITIL Foundations: Understanding of incident, problem, and change management.
• Security Awareness: Basic understanding of endpoint protection and data security practices.

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