IT Support Analyst

Job Description

Job Description

Responsibilities:

• Deliver technical support for end users by diagnosing and resolving desktop, laptop, software, and peripheral issues in a timely manner.

• Provide break/fix services for hardware and software problems, ensuring minimal disruption to business operations.

• Prepare, configure, deploy, and replace end-user machines while supporting workstation setup and rollout activities.

• Reimage devices and apply required updates to maintain system performance, security, and standardization.

• Use remote support tools such as Bomgar to troubleshoot user issues and provide assistance without requiring an on-site visit.

• Manage and document incidents and service requests through ServiceNow, maintaining accurate ticket details and follow-up actions.

• Support device administration and endpoint configuration activities, including work performed through Microsoft Intune when needed.

• Assist with user environment support across technologies such as Active Directory, Citrix, Dell hardware, Microsoft platforms, and Mac computers.

• At least 2 years of experience in end-user support, desktop support, or a closely related IT support role.

• Practical background in troubleshooting computer hardware, software applications, and break/fix issues for end users.

• Experience with machine imaging, deployment, configuration, and workstation rollout processes.

• Familiarity with remote support tools

• Working knowledge of ticket management systems such as ServiceNow for incident tracking and resolution.

• Exposure to Microsoft technologies, Active Directory, configuration management, and deskside support environments.

• Experience supporting enterprise hardware platforms, including Dell systems, with additional familiarity with Mac devices preferred.

• Knowledge of Intune, Citrix technologies, and endpoint support practices is preferred.