IT Support Analyst

IT Support Analyst

Charlotte, NC

Today's logistics marketplace is an ever-changing landscape where you can make your mark. Spot gives you the tools to tackle industry challenges for our partners. Here, initiative, drive, and teamwork form the basis for a rewarding, fast-paced career.

About the Role:

Your primary objective will be to provide email, phone, and walk-up technical support to internal users. This position will serve as an addition to the IT Support department on-site rotating between our two Indianapolis locations. You will need demonstrated experience administering Windows-based hardware and the Microsoft 365 suite along with great communication, a problem-solving mindset, and a customer-first attitude. You will be responsible for deploying/maintaining user workstations, network infrastructure, and audio/video technology for conference rooms.

Responsibilities:

• Efficiently resolving Windows/Mac hardware and software issues of varying complexity both in-person and remotely
• Deployment of PC/Mac workstations, network infrastructure, and audio/video equipment
• Troubleshoot network issues using knowledge of TCP/IP, DHCP, DNS, and 802.11 protocols
• Maintenance and troubleshooting of network-connected printers and digital signage
• Perform root-cause analysis for incidents updating relevant documentation and SOPs upon resolution
• Managing incidents and service requests with professional communication through Jira ticketing system
• Office 365 administration of users, Exchange mailboxes, and security incidents in Defender via GUI and PowerShell
• Managing users, workstations, and groups with Active Directory
• Management of PCs using Microsoft Intune and deployment using Windows Autopilot
• Incident response using Microsoft Defender and Sentinel One
• Administration of GoTo Connect VOIP system.
• Managing users and access levels in Lenel S2 door access system
• Maintain and update documentation for internal and external processes using Confluence
• Manage user onboarding and offboarding with accuracy following department SOPs.
• Drive automation of existing onboarding/offboarding processes
• Inventory management of computer hardware and peripherals
• Balancing service requests and projects with changing priority (approximately 70% service requests, 30% projects)
• Testing and implementation of new hardware and software
• Must be willing to travel to other office locations (up to 20%)
• Must be willing to work flexible hours as required, including holidays.

Required Qualifications:

• 3 – 5 years of experience supporting Windows-based PCs in an enterprise environment, Microsoft 365 administration, Active Directory, and remote support.
• 3 – 5 years of experience troubleshooting network issues for end-users
• 3 - 5 years of experience configuring Windows enterprise device management using Intune, SCCM, or similar platforms
• Experience with PowerShell scripting
• Prior experience with IP phone systems
• Prior experience with a ticketing system, Jira Service Management platform is ideal.
• Attention to detail with ability to create, follow, and improve internal and external documentation.
• Outstanding communication and customer service skills

Skills:

• A candidate with certifications in Microsoft Desktop, 365, or Azure is desired.
• Strong ability to handle concurrent projects with changing priorities.
• Excellent oral and written communication skills
• Customer-focused attitude
• Strong analytical and organizational skills
• Drive to seek answers and learn independently.
• Team-player and adaptable
• Comprehension of technical documentation

Additional Information:

• This position is on-site 5 days per week at our Charlotte, NC office
• Visa sponsorship is not available for this position.

Spot Freight, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Spot Freight is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a disability, you need a reasonable accommodation, please contact our Human Resources team to notify us of your request. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.