IT Support Analyst / Help Desk

Job Description

Job Description

IT Support Analyst

Location: Spartanburg, SC
Employment Type: Direct Hire
Openings: 2
Schedule: On-site | Shift options: 7:00 AM – 4:00 PM or 9:00 AM – 6:00 PM
Compensation: $70 – $75,000 base salary + bonus 

Overview

We are seeking two hands-on  IT Support Analysts to provide high-quality end-user support, endpoint troubleshooting, device provisioning, and Microsoft 365 / Azure support for a fast-paced corporate technology environment in Spartanburg, SC.

This role will focus primarily on Tier 1 support with exposure to Tier 2 responsibilities as the individual becomes familiar with the environment. The IT Support Analyst will support employees across desktop, laptop, mobile, printer, collaboration, network connectivity, and Microsoft cloud services while ensuring tickets are resolved quickly, professionally, and accurately.

The ideal candidate has strong customer service skills, a methodical troubleshooting approach, and hands-on experience supporting users in Microsoft-based environments. Experience with  Intune, Azure AD / Entra ID, MDM, Autopilot, onboarding/offboarding, device imaging/provisioning, and network/desktop troubleshooting will be highly valuable. MSP experience is preferred but not required.

Key Responsibilities

End-User Support

• Provide Tier 1 support with occasional Tier 2 support for end users across desktop, laptop, mobile, printer, conferencing, and business application issues.
• Troubleshoot hardware, software, connectivity, access, and device-related issues in a timely and professional manner.
• Support users both in person and remotely, ensuring a positive customer experience and clear communication throughout the ticket lifecycle.
• Document, update, and resolve incidents and service requests using the ticketing system.
• Escalate Tier 2 and Tier 3 issues to the appropriate internal teams or external vendors while tracking resolution through closure.
• Support employees with Microsoft Office, Outlook, Teams, collaboration tools, and general productivity applications.

Device Provisioning, Onboarding & Offboarding

• Set up, configure, deploy, and troubleshoot laptops, desktops, mobile devices, printers, and related office technology.
• Support employee onboarding and offboarding, including device preparation, access provisioning, account changes, and secure removal of company resources.
• Assist with device enrollment, configuration profiles, user groups, security groups, and access controls.
• Manage endpoint provisioning and support using Microsoft Intune, Azure AD / Entra ID, MDM, and Autopilot.
• Maintain accurate IT asset records for end-user computing equipment, accessories, mobile devices, software licenses, and inventory.
• Coordinate equipment replacements, repairs, and purchases with approved vendors and suppliers.

Microsoft 365, Azure / Entra ID & Endpoint Support

• Support Microsoft 365 administration tasks, including mailbox troubleshooting, distribution groups, security groups, access requests, and user account changes.
• Assist with Azure AD / Entra ID administration, authentication issues, machine access changes, and authorization controls.
• Support Intune and MDM activities, including device enrollment, policy assignment, profile troubleshooting, and compliance-related support.
• Troubleshoot Autopilot, device joining, profile assignment, and endpoint configuration issues.
• Support iPhones and other mobile devices in corporate-owned and BYOD environments.
• Use PowerShell or other scripting tools, where applicable, to assist with automation and repetitive support tasks.

Network, Desktop & Office Technology Support

• Troubleshoot basic network connectivity issues for workstations, mobile devices, printers, and conference room technology.
• Assist users with Wi-Fi, VPN, device joining, authentication, and general connectivity issues.
• Set up and support video conferencing rooms, Teams meetings, Webex, and related collaboration systems.
• Install, configure, and maintain office devices including laptops, multifunction printers, smartphones, and peripheral equipment.
• Assist with office technology readiness, workstation setup, moves/adds/changes, and local IT support needs.

Documentation, Process & Continuous Improvement

• Maintain accurate documentation for support procedures, device standards, troubleshooting steps, and asset records.
• Communicate planned changes, outages, updates, and known issues to employees as needed.
• Work closely with IT leadership to identify opportunities to improve desktop services, endpoint management, support processes, reliability, and security.
• Support critical infrastructure updates or after-hours work as needed.
• Bring curiosity around emerging tools, automation, and AI-enabled support capabilities that may improve IT operations and user experience.

Requirements

• 1–3+ years of experience in IT support, desktop support, help desk, endpoint support, or a similar technical support role.
• Hands-on experience providing Tier 1 support, with exposure to Tier 2 troubleshooting preferred.
• Experience supporting Microsoft 365, Outlook, Teams, Office applications, user mailboxes, distribution groups, and security groups.
• Direct experience with Azure AD / Entra ID, user access changes, authentication troubleshooting, and authorization controls.
• Experience with Microsoft Intune, MDM, Autopilot, device enrollment, compliance profiles, and endpoint management.
• Strong troubleshooting skills across laptops, desktops, smartphones, printers, conferencing systems, and general office technology.
• Basic networking knowledge, including troubleshooting connectivity, Wi-Fi, VPN, device joining, and workstation network issues.
• Experience with onboarding, offboarding, device provisioning, asset tracking, and secure device retirement.
• Experience using ticketing systems such as Zendesk, Jira Service Desk, ServiceNow, or similar platforms.
• Strong communication skills with the ability to explain technical issues clearly to both technical and non-technical users.
• Ability to support fast-paced end users and VIP stakeholders with professionalism and urgency.
• Strong attention to detail, follow-through, and ability to manage multiple tickets and priorities at once.
• Full-time on-site availability in Spartanburg, SC.

Preferred Qualifications

• MSP experience preferred but not required.
• Experience with RMM tools such as TeamViewer, Kaseya, SolarWinds, or similar platforms.
• PowerShell scripting experience or interest in scripting to automate daily support tasks.
• Experience supporting iPhones, corporate mobile devices, and BYOD profiles.
• Familiarity with ITIL processes.
• Knowledge of SDLC or experience supporting users in a software, engineering, or technology-driven environment.
• Interest in AI tools and automation that can improve IT support, documentation, or end-user productivity.

GTN is the leader in SOW management & technical staffing, leveraging innovation to drive next-generation recruiting to Fortune 200 companies.

Company Description

GTN is the leader in SOW management & technical staffing, leveraging innovation to drive next-generation recruiting to Fortune 200 companies.