Technical Sr. Analyst/IT Support Analyst

Overview One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems. Part of the One Identity Software group, One Identity solutions eliminate the complexities and time‑consuming processes often required to govern identities, manage privileged accounts, and control access. Our solutions enhance business agility while addressing IAM challenges within on‑premises, cloud, and hybrid environments. The combined entity delivers a complete portfolio of market‑leading Identity Access Management, Privileged Access Management, and Identity Governance solutions. Now, customers can achieve identity‑centric security with trusted, proven technology in each major category. The IT Support Analyst will provide on‑site IT support for our Dublin, Ohio office while also supporting employees across the Americas remotely. This role serves as the primary IT presence in a key regional hub and requires close collaboration with global IT teams. A strong focus on customer experience is essential – this person will be the face of IT for the region and must deliver a consistently positive, professional, and responsive support experience. We’re looking for someone who takes ownership of issues, communicates clearly throughout the process, and treats every interaction as an opportunity to build trust with the people they support. Working hours will align with standard business hours in Eastern Time, with occasional flexibility required to support other Americas regions and critical global incidents. Responsibilities Provide hands‑on IT support for the Dublin, Ohio office, including deskside support, troubleshooting, and user assistance Act as the primary IT contact for the Dublin location, ensuring smooth day‑to‑day office and IT operations Support additional Americas users and sites remotely, maintaining consistent service levels across the region Support and deploy both Windows and Mac devices, with a primary focus on Windows systems for new hires and replacements Assist with office setups, employee moves, and IT equipment relocation Troubleshoot issues related to login, SSO, MFA, VPN, wireless, network connectivity, and enterprise applications Support conference room technology (e.g., Microsoft Teams Rooms / Yealink systems) and office peripherals Collaborate with global server, network, and security teams to resolve escalated issues Track incidents, service requests, and assets using ITSM and asset management tools Participate in regional rollouts, hardware refresh cycles, and global IT initiatives Deliver a high‑quality end‑user experience by taking ownership of issues from start to finish, keeping users informed, and following up to ensure resolution Proactively identify recurring issues or pain points and suggest improvements to reduce friction for end users Follow company policies, security standards, and operational procedures Ability to lift and move equipment up to 50 lbs as needed Qualifications Minimum 1+ years of experience in IT support or end‑user support in a corporate environment Strong focus on customer experience is a must – you take pride in how you support people, not just how you fix things. You communicate clearly, follow through, and make sure users feel heard and supported throughout the process Strong hands‑on experience with Windows systems, hardware troubleshooting, and user support Experience with Active Directory, Entra ID, SSO, and MFA support Experience with network troubleshooting, VPN, and wireless connectivity issues Comfortable supporting both on‑site users and remote users across multiple locations Strong communication skills and ability to work across different countries and cultures Highly organized, able to manage priorities independently, and support multiple sites Experience with ITSM tools (ServiceNow or similar) and asset tracking systems Familiarity with Microsoft 365, Teams, Intune, and modern workplace tools Preferred Experience supporting Americas regions or global organizations Experience in a high‑volume office environment (like Dublin hub) Exposure to conference room / AV support (Teams Rooms, Yealink, etc.) Additional language(s) such as Spanish or Portuguese (nice to have, not required) Equal Opportunity Employer One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. #J-18808-Ljbffr One Identity