IT Technical Support Analyst

IT Technical Support Analyst

FMI Corporation is seeking an IT Technical Support Analyst to provide onsite support for our Raleigh headquarters and remote support across FMI offices. This role supports hardware, software, Microsoft 365, mobile devices, conferencing technology, and other business applications. The ideal candidate is a customer focused problem solver who takes ownership of technical issues and provides professional, responsive support across all levels of the organization.

This full-time hybrid position is based in Raleigh, North Carolina, with occasional travel to other FMI offices.

FMI supports continued professional development through technical training and certification opportunities.

*All applicants for employment must be legally authorized to work in the US on a full-time basis. Visa sponsorship is not available at this time.

Responsibilities

• Serve as the primary onsite technical support resource for the Raleigh office and provide remote support across FMI.
• Troubleshoot hardware, software, Windows, Microsoft 365, mobile devices, printers, peripherals, and conference room technology.
• Manage support requests in Halo ITSM from intake through resolution, maintaining accurate documentation and user communication.
• Deploy, configure, maintain, and troubleshoot Windows laptops and endpoint devices using Microsoft Intune.
• Provision user accounts, permissions, Microsoft 365 access, and other technology resources.
• Support employee onboarding and offboarding, including workstation setup, account provisioning, equipment deployment, and asset recovery.
• Configure and support Apple iPhones and other mobile devices.
• Maintain hardware inventory, asset records, and device lifecycle documentation.
• Provide responsive and professional support to executive leadership.
• Maintain technical documentation, knowledge base articles, and standard operating procedures.
• Escalate complex infrastructure, networking, identity, server, and security issues while maintaining ownership and keeping users informed.
• Collaborate with IT team members to provide consistent support across FMI.
• Identify recurring issues and recommend improvements to support processes and operational efficiency.
• Follow FMI security policies, operational standards, and confidentiality requirements.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Equivalent education, experience, or certifications will be considered.
• 3 to 5 years of professional desktop or end user technical support experience in a Windows based environment.
• Experience supporting Microsoft 365 and using an IT service management or ticketing platform.
• Experience with endpoint deployment, device management, and user account administration.
• Strong troubleshooting, customer service, communication, and organizational skills, including the ability to explain technical information to nontechnical users.
• Ability to work independently and collaborate with a geographically distributed IT team.
• Professionalism, discretion, sound judgment, and ability to handle confidential information.

Preferred Qualifications

• Experience supporting executive leadership.
• Experience with Microsoft Intune and endpoint management.
• Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft 365 Fundamentals, Azure Fundamentals, or Microsoft Endpoint Administrator Associate.

Base salary range is $65,000 to $80,000 plus annual bonus.

FMI provides a comprehensive benefit package consisting of paid employee medical insurance, life insurance and LT disability, as well as other benefit elections. FMI's package includes a strong 401(k) plan, PTO, and parental leave benefit.

FMI is an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.