IT Support Analyst

IT Support Analyst

Position Type Full Time Job Shift First Shift Category Information Technology

Description

Why work for us?

At Childress Klein, we're reimagining the world of real estate. Together, we collaborate with our clients, investors, and the communities we serve to create cutting-edge environments that foster connection, intelligence, and prosperity. We're acutely aware of the impact our developments have on cities, which is why we're committed to giving back through charitable initiatives and implementing sustainable solutions that empower both our clients and communities to be more resourceful, resilient, and regenerative.

When you join our team, you're embraced by a culture that values dedication, effective communication, and inclusivity. We go the extra mile to invest in our employees' growth, offering a multitude of personal and professional development opportunities. This isn't just a job—it's the start of a flourishing career. It's no wonder we were honored with the title of being one of Charlotte's Best Places to Work in 2022!

What you'll be doing:

The IT Support Analyst is responsible for supporting end-user technology, including desktops, laptops, mobile devices, VoIP/Teams Phone devices, printers, conference room technology, operating systems, cloud-based services, and associated business applications. Serves as a primary help desk technician with the ability to troubleshoot issues across the company, support local and remote users, maintain end-user hardware and software lifecycles, and assist with the secure use of modern workplace technologies, including Microsoft 365, cloud services, endpoint management tools, and emerging AI-based productivity solutions.

What you'll be responsible for:

• Respond to, troubleshoot, resolve, and document end-user technology issues related to hardware, operating systems, Microsoft 365 applications, cloud services, collaboration tools, mobile devices, printers, network connectivity, and business applications. Perform all duties with a high level of professionalism and customer service.
• Determine root cause of end-user technology issues and implement effective, timely resolutions while identifying opportunities to reduce recurring support incidents.
• Deploy, configure, and support end-user hardware and software for individuals and groups across local offices, remote offices, and hybrid work environments.
• Support Microsoft Windows desktop and laptop systems, including device configuration, patching, software installation, endpoint security, encryption, and lifecycle replacement.
• Support Microsoft 365 services and applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, Project, Visio, and related collaboration and productivity tools.
• Assist with user account administration, access requests, group membership, mailbox support, password resets, multi-factor authentication, and basic identity-related tasks using Microsoft Entra ID, Active Directory, and related administrative tools.
• Support endpoint management and device compliance processes using modern management tools such as Microsoft Intune, Autopilot, Group Policy, endpoint protection platforms, and remote support tools.
• Support mobile devices, including iPhones, iPads, and Android devices, including configuration, troubleshooting, mobile application support, and mobile device management.
• Support VoIP, Teams Phone, conferencing equipment, meeting room technology, and other communication tools used throughout the organization.
• Support network printers, scanners, copiers, and related print management systems.
• Evaluate end-user hardware, software, and cloud-based tools to determine effectiveness, usability, security, and alignment with company standards.
• Track, recommend, and perform hardware and software upgrades, replacements, and lifecycle refreshes.
• Maintain accurate asset information in the company's asset management system, including device assignments, warranty information, lifecycle status, and configuration details.
• Work with third-party vendors, managed service providers, software support teams, and hardware support technicians to resolve issues efficiently.
• Support remote office locations through remote management tools, company network services, cloud services, and occasional on-site visits.
• Assist with basic server, network, and cloud administration tasks as assigned, including file permissions, shared resources, user access, and system monitoring.
• Create, update, and maintain technical documentation, knowledge base articles, standard operating procedures, user guides, and troubleshooting instructions.
• Contribute resolutions, recommendations, and process improvement ideas to the IT team.
• Promote cybersecurity best practices with end users, including awareness of phishing, password security, MFA, safe data handling, and responsible use of company technology.
• Assist users with approved AI-enabled tools, large language model services, and automation features where applicable, including guidance on appropriate, secure, and responsible use.
• Participate in an after-hours on-call rotation supporting multiple locations and critical systems.
• Perform other job-related duties as assigned.

What we need from you:

• Bachelor's degree in a computer-related area of study or equivalent work experience preferred.
• Excellent technical troubleshooting skills required. Industry certifications preferred, such as CompTIA A+, Network+, Security+, Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Certified: Fundamentals, Azure Fundamentals, or other relevant Microsoft, security, networking, or endpoint support certifications.
• Three to five years of technical customer service experience required. Experience working in a collaborative small-team environment preferred. Must also be able to work independently to resolve complex technical issues, manage priorities, communicate status clearly, and provide excellent service to end users.
• Relevant industry certifications preferred, including CompTIA A+, Network+, Security+, Microsoft 365, Azure, endpoint administration, cybersecurity, or related technical certifications.

Technical Skills:

• Five or more years of experience supporting and troubleshooting end-user technology in a business environment.
• Experience supporting current Microsoft Windows desktop operating systems, including Windows 10 and Windows 11, in a managed enterprise environment.
• Experience supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, Project, Visio, and related productivity tools.
• Familiarity with Microsoft 365 administration, including basic user support, mailbox troubleshooting, license assignment, Teams support, SharePoint/OneDrive support, and collaboration permissions.
• Experience with Microsoft Entra ID, Active Directory, group membership, password resets, MFA support, conditional access concepts, and identity-related troubleshooting.
• Experience with endpoint management tools such as Microsoft Intune, Autopilot, Group Policy, remote monitoring tools, software deployment tools (PDQ), and endpoint configuration policies.
• Experience supporting endpoint security tools, including antivirus/endpoint detection and response platforms, device encryption, security updates, vulnerability remediation, and safe computing practices.
• Experience supporting desktop and laptop hardware, including docking stations, monitors, keyboards, mice, webcams, headsets, storage devices, memory, network adapters, and other peripherals.
• Experience supporting Apple iPhones, iPads, and related mobile applications; familiarity with Android devices preferred.
• Proficiency supporting Apple macOS devices, applications, and peripherals, including Mac desktops and laptops, operating system configuration, software installation, hardware troubleshooting, printer/scanner connectivity, docking stations, external displays, keyboards, mice, and other Mac-compatible accessories. Experience supporting Mac devices in a Microsoft 365 and Windows-based business environment preferred.
• Experience with mobile device management platforms and mobile application support.
• Experience supporting network printers, scanners, copiers, print queues, print drivers, and related device connectivity.
• Experience supporting VoIP phones, Microsoft Teams Phone, conferencing tools, meeting room systems, and audio/video equipment preferred.
• Experience with cloud services, SaaS applications, and web-based business platforms.
• Familiarity with Microsoft Azure services, cloud identity, cloud storage, and general cloud computing concepts preferred.
• Familiarity with backup, disaster recovery, remote access, VPN, Wi-Fi, LAN/WAN connectivity, DNS, DHCP, and basic networking concepts.
• Familiarity with Adobe products, including Acrobat, Creative Cloud applications, and related document tools.
• Awareness of AI-enabled productivity tools, Copilot/Grok/GPT/Claude/etc., large language models, automation tools, and responsible AI usage in a business environment preferred.
• Ability to research, evaluate, and learn new technologies as business needs evolve.

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee