IT Support Analyst

About SugarCRM

From the very beginning, SugarCRM had a unique vision: to offer a different kind of Customer Relationship Management (CRM). We pioneered the first commercial open-source CRM platform, and now, more than two decades later, are on a mission to provide products and services that make the hard things easier for sales, marketing and customer service teams. In fact, we help mid-market businesses around the globe reach new levels of performance and predictability by letting our award-winning CRM platform do the work. 

Our diverse group of worldwide employees are united and driven by a shared passion for our mission, culture, and values. We treat our employees like humans not line items and are building a culture where your work at Sugar helps fuel personal, professional and business growth – check out our recent ‘Great Place to Work’ certification that we are so proud of. Work/life fit and flexibility for our team matters and together we pride ourselves on solving for our customers, always. 

If you're ready to grow your career and help organizations grow better and faster, you've come to the right place. Find out more about our SugarCRM careers and how you can become a part of our journey. 

We are seeking a Denver-based IT Helpdesk Technician to provide top-tier on-site technical support to our employees, including key executives such as our CEO, CFO, and CCO. You will work closely with global counterparts to ensure seamless IT operations, by managing, supporting, and troubleshooting Windows and Mac systems, hardware, and software.

As the local IT presence, you will play a crucial role in troubleshooting technical issues, implementing solutions, and collaborating with system administrators and network engineers to resolve challenges and support our corporate IT infrastructure.

**This role requires onsite 5 days a week for close collaboration with employees and team** 

• Collaborate with internal teams and external vendors to minimize downtime and optimize IT performance.
• Monitor and manage the IT Service Desk ticketing system, responding swiftly to urgent requests while meeting SLA response and resolution times.
• Handle user provisioning, imaging, software installation, and system configurations.
• Manage and troubleshoot Active Directory, Microsoft 365, Okta, Intune, and Kandji environments.
• Support new hire onboarding, ensuring IT-issued equipment is fully functional and providing essential IT introductions.
• Create and maintain how-to guides, FAQs, and training materials to empower employees.
• Ensure a user-friendly approach while identifying and resolving root causes of technical problems through diagnostic questioning, offering support via in-person, email, chat, and phone
• Assist in configuring and imaging new hardware using Kandji, Intune, and Autopilot.
• Participate in global IT initiatives and projects, contributing to company-wide IT improvements.

• Associate’s degree and/or IT certifications preferred (e.g., CompTIA A+, Microsoft, Apple ACSP, etc.).
• 2-5 years of professional IT support experience in a corporate environment.
• Proficiency in Windows and macOS administration, solid understanding of networking fundamentals, security best practices, firmware, OS, and software patching.
• A passion for providing exceptional end-user support with a service-oriented mindset.
• Willingness to provide after-hours support as needed, strong attention to detail, and ability to troubleshoot and resolve IT issues independently.
• Strong oral and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to handle challenging situations with professionalism, diplomacy, and problem-solving skills.
• Excellent time management and organizational skills, balancing multiple priorities effectively.
• A collaborative mindset, demonstrating teamwork across multiple departments.

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team.

Benefits and Perks:

Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet benefits and perks:

·       Excellent healthcare package for you and your family

·       Savings and Investment – 401(k) match

·       Unlimited Paid Time Off

·       Paid Parental Leave

·       Online Legal Services (Rocket Lawyer)

·       Financial Planning Services (Origin)

·       Discounted Pet Insurance (Embrace Pet Insurance)

·       Corporate Benefit Program (Working Advantage).  This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public

·       Health and Wellness Reimbursement Program

·       Travel Discounts

·       Educational Resources - Career & Personal Development Program

·       Employee Referral Bonus Program

·       We are a merit-based company - many opportunities to learn, excel and grow your career!

If you require a reasonable accommodation to search for a job opening or submit an application, please call +1 (877) 842-7276 with your request and contact information.

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.