IT Support Analyst

Job Description

Job Description

The IT Support Analyst is responsible for delivering frontline technical support to end users globally, with a primary focus on desk-side incident response for US-based staff and Microsoft Entra ID account and access administration. This is a permanent, full-time position on a small IT team, based in the US and working standard US business hours, where the analyst will serve as the first point of contact for the majority of day-to-day technical issues and will be expected to respond to incidents throughout the workday. The primary measure of success in this role is reliable, responsive, hands-on support for end users.

Essential Duties & Functions

• Serve as the first point of contact for end user IT support requests via ticketing system, phone, or in person, responding to incidents throughout the day as they arise
• Provide desk-side support, physically assisting US-based employees with hardware, software, and connectivity issues
• Provide remote technical support to end users in other regions via ticketing system, phone, or Teams
• Troubleshoot and resolve issues for laptops, desktops, mobile devices, and peripherals
• Manage user accounts, group memberships, and access permissions in Microsoft Entra ID (Azure AD)
• Perform basic Exchange Online administration tasks, such as mailbox permissions, distribution list updates, and shared mailbox management
• Fulfill standard IT service requests (e.g., software access, equipment requests, mailbox and permission changes) submitted through the ticketing system
• Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) for end users, including account setup and troubleshooting
• Perform user onboarding and offboarding tasks, including account provisioning, license assignment, device setup, and access removal
• Reset passwords, manage MFA enrollment, and assist with account lockouts
• Set up and configure end user devices, including software installation and basic imaging
• Escalate complex infrastructure, network, application, or server issues to senior IT staff or the MSP as appropriate
• Document common issues, resolutions, and end user how-to guidance in the knowledge base
• Support printer, peripheral, and conference room technology issues
• Maintain a positive, professional, customer-service-oriented approach with end users at all levels

Work closely with a small IT team, taking direction on priorities while independently handling incoming incidents day-to-day

Knowledge, Skills & Abilities

• Working knowledge of Microsoft Entra ID (Azure AD) user and group administration
• Basic familiarity with Exchange Online administration (mailbox permissions, distribution lists, shared mailboxes)
• Familiarity with Microsoft 365 applications and basic administration
• Strong customer service orientation with clear, patient communication skills, especially in face to face desk-side interactions
• Solid troubleshooting skills for Windows devices, mobile devices, and common business applications
• Basic understanding of networking concepts (Wi-Fi, VPN client troubleshooting) from an end-user support angle
• Comfortable handling incoming incidents and shifting priorities throughout the day
• Ability to work well within a small team, following established direction while managing individual incident response independently
• Comfortable documenting processes and following established procedures
• Familiarity with endpoint management tools (e.g., Intune) preferred
• Any prior exposure to business application support (e.g., ERP, CRM, or line of business apps) is a plus but not required
• Interest in growth areas such as application support, networking and infrastructure management, or other IT specialties is welcomed but not required
• Expectation of being readily available to respond to incidents throughout the day

Education & Experience

• 2 plus years of experience in a help desk, desk-side, or IT support role (given the small team size, this role needs to hit the ground running with minimal ramp-up)
• Certifications such as CompTIA A+, Microsoft 365 Certified: Fundamentals, or similar preferred
• Experience with a ticketing system (e.g., ServiceNow, Freshdesk, Tikit) preferred

Why join us?

At CSafe, we foster an exciting, collaborative, and inclusive work environment that promotes both personal and professional growth. Here’s what we offer to our employees:

• Paid Time OFF (PTO) starting at 25 days & Paid Holidays
• Medical, Dental and Vision Insurance
• 401k with Employer Match
• Group Life & Disability
• Health Spending Account Options
• Identity Protection
• Employee Assistance Program
• Travel Assistance Program
• Financial Wellness Program
• Tuition Reimbursement
• Parental Leave
• Referral Program
• Gym Membership Reimbursement

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.