IT Support Analyst

IT Support Analyst

We are seeking a detail‑oriented, customer‑focused IT Support Analyst to provide Level 1 and Level 2 support across our Microsoft 365 environment. This role is ideal for someone who enjoys solving technical problems, supporting end users, and working with modern cloud‑based tools.

This position is based out of our Dublin, OH location with some travel to job sites. PLEASE NOTE: Only local candidates will be considered.

Key Responsibilities

Support & Troubleshooting

• Serve as the first and second point of contact for IT support via phone, email, and ticketing system.
• Provide hands‑on and remote support for Windows desktops, laptops, mobile devices, and peripherals.
• Provide setup and ongoing support for Microsoft Teams Rooms, video conferencing, and AV equipment.
• Handle user onboarding/offboarding, including account setup and hardware provisioning.
• Troubleshoot Microsoft 365 applications, printers, and file access (Egnyte).
• Deliver high‑quality, customer‑focused support.

Advanced Support (Level 2)

• Manage identity, security groups, and device access in Entra ID / Azure AD.
• Administer and troubleshoot Microsoft Intune for device configuration, compliance, and policies.
• Support Egnyte file management, permissions, and sync issues.
• Resolve networking issues (DNS, DHCP, IP configuration, switches, Wi‑Fi).
• Support cybersecurity practices including MFA, encryption, patching, and endpoint compliance monitoring.

Required Skills & Experience

• 3+ years of IT support experience (Level 1 and Level 2).
• Familiarity with Microsoft 365, Entra ID / Azure AD, and Intune (required).
• Experience supporting Microsoft Teams, video conferencing platforms, Microsoft Teams Rooms, or AV technology. Direct Microsoft Teams Rooms experience is preferred.
• Strong customer service and communication skills.
• Understanding of networking basics (IP, DNS, DHCP).
• Experience with cloud file‑sharing platforms (Egnyte preferred).
• Knowledge of cybersecurity fundamentals (MFA, endpoint protection, secure access).
• Experience with printer/peripheral troubleshooting and remote support tools.
• Certifications such as CompTIA A+, Network+, or Microsoft MD‑100/MD‑102 are a plus.
• Ability to document processes and contribute to knowledge bases.