Technical Support Analyst

The Technical Support Analyst role at SSR Mining provides on-site end-user IT support and site infrastructure maintenance across multiple locations, including remote sites. The position reports to the IT Superintendent and focuses on upholding service level agreements while delivering reliable IT services.

Role Details

Location: Cripple Creek, CO (onsite) • Compensation: USD 85,000 - 95,000 per year • Experience: Minimum 3 years • Education: Bachelor's degree or technical certification

Responsibilities

• Provide hands-on support for site IT infrastructure and end-user services, troubleshooting and maintaining desktops, laptops, mobile devices, printers, peripheral devices, audio/visual gear, and related hardware.
• Collaborate with Lead Technicians to ensure site IT environments, including voice and data networks, servers, and storage, are properly maintained, with attention to remote locations.
• Monitor IT issues within assigned areas, take ownership, and drive resolutions to closure.
• Coordinate with external service providers to support end-user services and conduct proactive and preventative maintenance on IT infrastructure.
• Maintain accurate tracking and documentation of end-user issues to ensure 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 management.
• Participate in regular IT service delivery meetings and contribute to continuous improvement efforts.
• Escalate high-severity or recurring issues to appropriate escalation points as needed.
• Ensure timely follow-up and clear communication with users and IT peers regarding service requests and tasks.
• Contribute to IT projects and initiatives as required to support business objectives.

Requirements

• Bachelor’s degree, technical certification, or equivalent experience in IT or a related field.
• Three to five years of experience in a technical support or IT service role.
• Self-motivated and proactive, capable of taking the initiative, contributing ideas, and leading small projects independently.
• Strong commitment to customer service, with effective communication, prompt issue resolution, and a positive user experience.
• Basic understanding of IT facilities and infrastructure, including data centers and communication rooms, video conferencing, access control, copy/print services, HVAC/UPS systems, and cabling.
• Proven ability to resolve technical issues efficiently.
• Familiarity with SLAs and relevant performance metrics.
• Excellent verbal and written communication skills across all organizational levels.
• Understanding of how IT supports business units and company objectives.
• Strong interpersonal, teamwork, and facilitation capabilities along with effective organizational and project management skills.
• Microsoft Intune and mobile device management experience, including device enrollment, policy management, troubleshooting, and support for Windows-based endpoints.
• Experience with Windows OS and Mac OS installation, configuration, and support.
• Proficiency with Microsoft 365 Suite applications: Outlook, Teams, Word, Excel, PowerPoint, and SharePoint.
• Active Directory experience: user account management and group policy administration.
• Networking basics: TCP/IP, DNS, DHCP, VPN setup and troubleshooting.
• Hardware support for desktops, laptops, printers, mobile devices, and A/V equipment.
• Experience with remote support tools such as SCCM, TeamViewer, or similar platforms.
• Familiarity with ticketing systems like ServiceNow, Jira, or Zendesk.
• ITIL Foundations knowledge covering incident, problem, and change management.
• Basic security awareness with understanding of endpoint protection and data security practices.

Technologies

• Microsoft Intune
• MDM
• Windows OS
• Mac OS
• Microsoft 365 Suite
• Outlook
• Teams
• Word
• Excel
• PowerPoint
• SharePoint
• Active Directory
• TCP/IP
• DNS
• DHCP
• VPN
• SCCM
• TeamViewer
• ServiceNow
• Jira
• Zendesk
• ITIL Foundations

Benefits

• 401(k)
• Medical, dental, and vision insurance
• Employee stock purchase plan
• Paid time off
• Short-term incentive (STI)

Working Conditions & Environment

• Role based at the Cripple Creek & Victor Mine in Teller County, Colorado.
• Site elevations range from approximately 9,400 to 10,600 feet above sea level, with responsibilities across multiple elevated work locations; the role requires physical capability to operate at high altitude.
• Work Schedule: Monday through Thursday, 6:00 AM to 4:30 PM.
• Ability to work in high-altitude environments is required.
• Weather conditions may change rapidly and can become severe at times.