IT Support Analyst

The IT Support Analyst will play an essential role in the IT Support team by providing end-user support (Tier 1), with occasional Tier 2 support as knowledge of the environment is developed.

Responsibilities:

• Direct experience providing Tier 1 support
• Provide Tier 1 and Tier 2 end-user support for office devices and technology, including laptops, printers, multifunction devices, and smartphones, with a strong focus on customer service
• Perform physical setup and configuration of workstations, laptops, and mobile devices
• Track and manage incidents and service requests from initiation through resolution within established service levels using the ticketing system
• Escalate Tier 2 and Tier 3 issues to appropriate internal or external teams and track through resolution
• Install, configure, and provision end-user devices for onboarding, and manage secure decommissioning during offboarding
• Maintain IT asset inventory, including end-user devices, accessories, and software licenses
• Manage hardware and software inventory and coordinate purchasing with third-party vendors
• Partner with IT leadership to implement solutions that improve efficiency, reliability, and security of desktop services
• Set up and support video conferencing rooms and systems
• Train employees on devices and enterprise software tools
• Provide occasional after-hours support for critical updates and infrastructure changes
• Proactively communicate system updates, changes, and outages to staff

Requirements:

• 1–3 years of experience in a similar role providing endpoint and infrastructure support
• Strong team player with the ability to positively influence and collaborate with others
• Ability to multitask with strong attention to detail
• Comfortable working in a fast-paced environment and responding quickly to unplanned issues
• Excellent communication skills, with the ability to explain technical concepts to non-technical users
• Ability to maintain a high level of service when supporting demanding users, including senior stakeholders
• Strong interest in learning and developing new technical skills
• Understanding of ITIL processes preferred
• Knowledge of Software Development Lifecycle (SDLC) concepts
• Strong troubleshooting skills with the ability to independently diagnose and resolve issues
• Experience with Active Directory, user access management, and permissions
• Direct experience with Microsoft 365, including Azure AD
• Experience managing enterprise email environments, distribution lists, and security groups
• Experience supporting office hardware (laptops, mobile devices, printers, etc.)
• Understanding of Mobile Device Management (MDM), including iOS device support
• Basic scripting experience (PowerShell preferred) is a plus
• Networking fundamentals and basic connectivity troubleshooting
• Experience supporting video conferencing tools (Teams, Webex, etc.)
• Strong working knowledge of Microsoft Office Suite
• Experience with remote monitoring and management (RMM) tools (e.g., TeamViewer, Kaseya, SolarWinds) is a plus
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk, ServiceNow)