IT Sr Analyst

Location: Westminster, CO (Onsite 5 days/week)

Position Type: Full-Time

About Us

We are a global organization with operations in the USA, Europe, South America, and Asia Pacific Regions. Our IT Infrastructure team is dedicated to delivering exceptional technology solutions that enhance the end-user experience and enable business success. We prioritize user satisfaction, efficiency, and innovation in all aspects of IT service delivery.

Role Overview

The IT Support Analyst will focus on improving the end-user experience by managing and supporting our IT Service Management (ITSM) platform You will be expected to own end-to-end problems, contribute to vulnerability remediation, and grow into deeper security and infrastructure responsibilities. This role is designed for someone who has outgrown basic support work and wants to build toward a security-focused career while remaining grounded in operational IT.

What This Role Is (and Is Not)

This role IS:

• Hands-on, technical, and outcome-focused
• A blend of support, endpoint engineering, identity, and security operations
• Designed for growth into security or infrastructure engineering
• Expected to work independently and make sound technical decisions

This role is NOT:

• A call-center or ticket-only helpdesk role
• Scripted Tier 1 troubleshooting
• A role limited to escalation without investigation
• A position focused solely on following runbooks

Key Responsibilities

Endpoint & User Support (Advanced)

• Provide advanced support for Windows endpoints
• Troubleshoot complex OS, application, compliance, and identity issues
• Own issues through resolution, validation, and documentation
• Identify recurring issues and drive permanent fixes

Endpoint Management & Identity

• Administer Microsoft Intune for configuration, compliance, and remediation
• Support Microsoft Entra ID including Conditional Access and MFA
• Participate in access reviews and admin role validation

Information Security & Vulnerability Management

• Participate directly in vulnerability remediation efforts
• Work with Rapid7 and MDR platforms to validate and remediate findings
• Assist with endpoint and identity-related security incidents
• Distinguish real risk from noise and misconfiguration

Operational Excellence

• Identify automation and process improvement opportunities
• Contribute to documentation and audit readiness

Global Collaboration

• Support users across regions and time zones
• Coordinate with global and outsourced support partners

What Success Looks Like

• Independently manage complex endpoint and identity issues
• Own vulnerabilities from identification through validation
• Assist in security investigations and incident response
• Reduce repeat incidents through automation and root-cause analysis

Required Experience & Skills

• Experience beyond Tier 1 enterprise IT support
• Strong hands-on experience with Microsoft Intune and Entra ID
• Understanding of endpoint security and vulnerability remediation
• Comfortably operating independently without step-by-step instructions

Preferred Experience

• Rapid7 vulnerability management
• MDR platforms and Microsoft Defender for Endpoint
• PowerShell or automation experience
• Regulated or audited environment experience

Ideal Candidate Profile

• Has outgrown traditional helpdesk roles
• Security-minded and technically curious
• Takes ownership and follows issues through completion
• Interested in long-term growth in security or infrastructure

Qualifications

Required Skills and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT support or a related role.
• Proficiency in managing ITSM platforms, specifically Zoho ServiceDesk+.
• Strong understanding of end-user support principles and practices.
• Experience with user account management in systems such as Microsoft 365 and Active Directory.
• Excellent troubleshooting and problem-solving skills.
• Strong hands-on experience with Microsoft Intune and Entra ID
• Understanding of endpoint security and vulnerability remediation
• Comfortably operating independently without step-by-step instructions

Preferred Skills:

• Certifications such as ITIL Foundation.
• Experience in scripting or automation tools for IT processes.
• Familiarity with endpoint management tools such as Intune.
• Knowledge of onboarding/offboarding best practices in a corporate environment.

Personal Attributes

• Strong communication and interpersonal skills.
• Empathy and a user-first mindset.
• Detail-oriented with a commitment to quality.
• Ability to work collaboratively in a team environment.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional development and certification.
• Collaborative and inclusive work environment.
• A chance to make a meaningful impact on the end-user experience.