IT Support Analyst (Denver, Colorado)
About The Position
Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit. The IT Support Analyst supports the implementation, operation, and continuous improvement of technology across Canyon Spirit’s onboard, destination, and rail operations. Integrated with the Canadian-based IT Services team and working closely with third-party vendors, the analyst provides reliable technical support, maintains critical infrastructure, and contributes to technology initiatives that improve operational performance and guest and team member experiences. The role is based in Denver and supports Canyon Spirit operations across multiple office and guest-facing locations in Colorado and Utah. It involves frequent computer-based work and travel to remote operating locations, with flexibility to support operational requirements outside standard business hours when required. The position reports to the Senior Manager, IT Service Delivery.
Requirements
- Diploma in Information Technology or a related field, or an equivalent combination of education and experience.
- Three to five years of experience in an IT support or Service Desk environment providing Tier 1 and Tier 2 support.
- Experience supporting Apple mobile devices, Microsoft Intune, Microsoft 365, SharePoint Online, Microsoft Teams, Active Directory, endpoint management technologies, and telecommunications providers.
- Customer-focused mindset and passion for delivering exceptional service.
- Strong analytical, troubleshooting, and problem-solving skills.
- Accountability, sound judgment, and ability to manage multiple priorities and meet deadlines.
- Effective verbal and written communication skills and ability to build trusted relationships and collaborate across teams.
- Commitment to continuous learning, professional development, and expanding technical expertise.
- Resilience, adaptability, and a positive approach to change, ambiguity, and evolving business needs.
- Proactive approach to identifying improvements and contributing ideas.
- Ability to travel to remote operating locations and flexibility to support operational requirements outside standard business hours when required.
Nice To Haves
- Professional certifications such as HDI CSS, CompTIA A+, Network+, or equivalent.
- Microsoft 365 Modern Desktop Administrator (MD-102) certification is considered an asset.
Responsibilities
- Provide first- and second-level support for desktops, laptops, mobile devices, Microsoft 365 applications, operating systems, Apple iOS devices, and business applications across train and physical locations, remotely, by telephone, and on call.
- Support hardware deployment, troubleshooting, upgrades, replacements, and lifecycle management for laptops, desktops, printers, and related equipment.
- Provision and administer mobile devices, provide user training, manage cellular services, and administer Microsoft Intune device management.
- Monitor, prioritize, and resolve incidents and service requests within established service levels, owning issues through resolution and maintaining customer satisfaction.
- Configure, install, upgrade, and maintain desktops, laptops, peripherals, software packages, patches, and operating systems.
- Support the Vancouver-based Rail Technology team with occasional guided support for onboard networking, wireless services, and compute.
- Administer users, including account creation and termination, permissions, access provisioning, distribution lists, and groups for network and business applications.
- Support SharePoint Online sites, Microsoft Teams environments, collaboration platforms, and business systems used across Canyon Spirit operations.
- Anticipate potential issues, evaluate options, and take appropriate action to minimize operational impacts.
- Partner with internal clients, vendors, and IT team members to resolve issues and support operational priorities.
- Create, maintain, and enhance support documentation, operational procedures, and knowledge resources.
- Share expertise with peers, contribute to team learning, and seek feedback to strengthen technical capability and performance.
- Participate in team meetings, contribute ideas, and recommend process improvements to increase efficiency, service quality, and user satisfaction.
- Adapt to evolving technologies and business requirements and identify opportunities to use technology in new and innovative ways.
Benefits
- Eligible for Armstrong Collective’s Bonus Program.
- Eligible employees may receive 401(K) matching, travel benefits, and additional company perks.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
