IT Support Analyst

The IT Support Analyst will play an essential role in the IT Support team by providing end‑user support (Tier 1), with occasional Tier 2 support as knowledge of the environment is developed. Responsibilities Direct experience providing Tier 1 support Provide Tier 1 and Tier 2 end‑user support for office devices and technology, including laptops, printers, multifunction devices, and smartphones, with a strong focus on customer service Perform physical setup and configuration of workstations, laptops, and mobile devices Track and manage incidents and service requests from initiation through resolution within established service levels using the ticketing system Escalate Tier 2 and Tier 3 issues to appropriate internal or external teams and track through resolution Install, configure, and provision end‑user devices for onboarding, and manage secure decommissioning during offboarding Maintain IT asset inventory, including end‑user devices, accessories, and software licenses Manage hardware and software inventory and coordinate purchasing with third‑party vendors Partner with IT leadership to implement solutions that improve efficiency, reliability, and security of desktop services Set up and support video conferencing rooms and systems Train employees on devices and enterprise software tools Provide occasional after‑hours support for critical updates and infrastructure changes Proactively communicate system updates, changes, and outages to staff Requirements 1–3 years of experience in a similar role providing endpoint and infrastructure support Strong team player with the ability to positively influence and collaborate with others Ability to multitask with strong attention to detail Comfortable working in a fast‑paced environment and responding quickly to unplanned issues Excellent communication skills, with the ability to explain technical concepts to non‑technical users Ability to maintain a high level of service when supporting demanding users, including senior stakeholders Strong interest in learning and developing new technical skills Understanding of ITIL processes preferred Knowledge of Software Development Lifecycle (SDLC) concepts Strong troubleshooting skills with the ability to independently diagnose and resolve issues Experience with Active Directory, user access management, and permissions Direct experience with Microsoft 365, including Azure AD Experience managing enterprise email environments, distribution lists, and security groups Experience supporting office hardware (laptops, mobile devices, printers, etc.) Understanding of Mobile Device Management (MDM), including iOS device support Basic scripting experience (PowerShell preferred) is a plus Networking fundamentals and basic connectivity troubleshooting Experience supporting video conferencing tools (Teams, Webex, etc.) Strong working knowledge of Microsoft Office Suite Experience with remote monitoring and management (RMM) tools (e.g., TeamViewer, Kaseya, SolarWinds) is a plus Experience with ticketing systems (e.g., Zendesk, Jira Service Desk, ServiceNow) #J-18808-Ljbffr Career Techniques Inc