IT Support Analyst

IT Support Specialist

Pay Range: $57.75hr - $62.75hr

Requirement/Must Have:

• 2–4 years of experience in an IT support or helpdesk environment.
• Strong working knowledge of Windows 10/11 and macOS platforms.
• Experience with Active Directory, Azure AD, and Microsoft 365 administration (Exchange Online, SharePoint, OneDrive, Teams).
• Familiarity with ITIL framework and incident/problem/change management processes.
• Proficiency with ServiceNow for incident, request, and change management.
• Experience with endpoint management tools (SCCM, Intune, JAMF) and remote support tools.
• Working knowledge of Microsoft Teams and Zoom administration and troubleshooting.
• Strong analytical and problem-solving skills with the ability to perform root cause analysis.
• Strong verbal and written communication skills.

Responsibilities:

• Receive and resolve escalated incidents from Level 1 support, diagnosing complex hardware, software, networking, and application issues.
• Perform advanced troubleshooting of Windows and macOS platforms including OS-level diagnostics, driver conflicts, and system performance issues.
• Administer and support enterprise tools including Active Directory, Microsoft 365, Microsoft Teams, Zoom, VPN, and endpoint management platforms (e.g., SCCM, Intune, JAMF).
• Execute IMAC/D activities (Install, Move, Add, Change, Dispose) for end-user computing equipment.
• Manage and prioritize incident and service request queues within ServiceNow, ensuring adherence to SLA response and resolution targets.
• Support conference room AV equipment including Teams Rooms and Zoom Rooms, printers, and peripheral devices.
• Document resolutions, update knowledge base articles, and contribute to standard operating procedures.
• Coordinate with Level 3 teams, vendors, and infrastructure groups for further escalation when required.
• Participate in asset lifecycle management including imaging, deployment, tracking, and decommissioning.
• Provide VIP/executive support as needed, ensuring XX-glove service delivery.
• Identify recurring issues and recommend process improvements or automation opportunities.

Nice to Have:

• ITIL v4 Foundation certification.
• CompTIA A+, Network+, or equivalent certifications.
• Jamf Certified Associate or Jamf Certified Tech.
• Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent.
• Experience supporting VPN, network printing, and enterprise wireless environments.
• Familiarity with scripting (PowerShell, Bash) for task automation.
• Experience in a manufacturing, semiconductor, or enterprise corporate environment.

Skills:

• Windows 10/11.
• macOS.
• Active Directory.
• Azure AD.
• Microsoft 365.
• Exchange Online.
• SharePoint.
• OneDrive.
• Microsoft Teams.
• ITIL.
• ServiceNow.
• SCCM.
• Intune.
• JAMF.
• Zoom.
• VPN.
• AV Equipment.
• PowerShell.
• Bash.

Qualification And Education:

• 2–4 years of experience in an IT support or helpdesk environment.
• Strong working knowledge of Windows 10/11 and macOS platforms.

Due to nature of job The candidate must have Ability to lift and transport IT equipment up to 50 lbs.