IT Support Analyst

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

About the job you're considering

Capgemini is hiring an IT Support Analyst to provide enterprise-level technical support, manage incidents and service requests, and ensure seamless IT operations in a fast-paced corporate environment. The role requires strong expertise in ITSM processes, end-user support, identity and access management, and collaboration with cross-functional teams to deliver exceptional customer service and maintain SLA compliance.

location

This role is open to candidates located anywhere in the USA.

Your Role

• Manage and resolve incidents and service requests through ServiceNow while ensuring SLA compliance.
• Provide end-user technical support for hardware, software, network, and access-related issues.
• Administer and support Active Directory, Identity & Access Management (IAM), and Multi-Factor Authentication (MFA) solutions.
• Support privileged access management processes utilizing CyberArk and related security tools.
• Perform remote troubleshooting and issue resolution for users across multiple locations.
• Collaborate with infrastructure, security, and application teams to resolve complex technical issues.
• Maintain accurate IT documentation, knowledge base articles, and support procedures.
• Identify recurring issues, perform root cause analysis, and recommend process improvements.
• Support software deployment and device management activities using Microsoft Configuration Manager (SCCM).
• Deliver exceptional customer service while communicating effectively with technical and business stakeholders.

Your skills and experience

• 5+ years of experience in IT support or enterprise technical support environments.
• Strong knowledge of ServiceNow and ITSM processes, including incident, request, and problem management.
• Experience administering Active Directory, user provisioning, group management, and access controls.
• Hands-on experience with Identity & Access Management (IAM), Multi-Factor Authentication (MFA), and security best practices.
• Working knowledge of CyberArk or Privileged Access Management (PAM) solutions.
• Experience with Microsoft Configuration Manager (SCCM) for software deployment and endpoint management.
• Strong troubleshooting and root cause analysis skills across desktop, application, and access-related issues.
• Ability to manage high ticket volumes while maintaining service quality and meeting SLA requirements.
• Excellent customer service, communication, and stakeholder management skills.
• Proven ability to collaborate across technical and business teams in a large corporate environment.
• Strong documentation, knowledge management, and process improvement capabilities

The base compensation range for this role in the posted location is $43,984 to $ 105,600

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect.  We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant in the United States.  

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.