Information Technology Support Analyst

IT Support Analyst (On-Site)

Location: Pittsburgh, PA (Near Pittsburgh International Airport)

Type: Full-Time

Schedule: Monday-Friday, On-Site

About the Role

We are seeking an experienced and customer-focused IT Support Analyst to join our growing Managed Services team. This individual will provide hands-on technical support for small and mid-sized business clients in a Microsoft-centric environment. The ideal candidate has strong troubleshooting skills, excellent communication abilities, and experience supporting end users across a variety of technologies including Microsoft 365, Windows, networking, and endpoint management.

This role requires an individual who enjoys solving technical problems, working directly with end users, and supporting a diverse client base in a fast-paced MSP environment.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support to end users via phone, email, remote support, and onsite visits.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Administer and support Microsoft 365 environments, including:
• Exchange Online
• Outlook
• Teams
• SharePoint Online
• OneDrive
• Azure Active Directory / Entra ID
• Provision, configure, and deploy desktops, laptops, mobile devices, and peripherals.
• Manage user accounts, permissions, password resets, and security group memberships.
• Configure and support Windows 10 and Windows 11 workstations.
• Assist with server administration in Windows Server environments.
• Diagnose and resolve network-related issues involving:
• TCP/IP
• DNS
• DHCP
• VPN
• Firewalls
• Wireless Networks
• Monitor and maintain client environments utilizing Remote Monitoring & Management (RMM) tools.
• Document incidents, resolutions, and technical procedures within the ticketing system.
• Participate in client onboarding projects, workstation deployments, and technology refresh initiatives.
• Escalate complex issues to senior engineers when necessary.
• Maintain high customer satisfaction through professional communication and timely resolution of support requests.

Required Qualifications

• 2+ years of IT support experience, preferably within a Managed Services Provider (MSP) environment.
• Strong knowledge of:
• Microsoft 365
• Windows 10/11
• Active Directory
• Azure AD / Entra ID
• Exchange Online
• Networking fundamentals
• Experience supporting remote and onsite users.
• Familiarity with ticketing systems such as ConnectWise, Autotask, HaloPSA, or ServiceNow.
• Experience utilizing RMM platforms such as Datto RMM, NinjaOne, ConnectWise Automate, or N-able.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication abilities.
• Valid driver's license and reliable transportation.

Preferred Qualifications

• Microsoft Certified: Modern Desktop Administrator Associate
• Microsoft 365 Certified Fundamentals
• CompTIA A+
• CompTIA Network+
• Experience supporting Azure environments
• Experience with cybersecurity best practices and endpoint security solutions
• MSP experience strongly preferred

Compensation & Benefits

• Competitive base salary: $55,000 - $75,000 depending on experience
• Health, Dental, and Vision Insurance
• 401(k) with company match
• PTO and Paid Holidays
• Professional training and certification reimbursement
• Career advancement opportunities within a growing technology organization

Ideal Candidate

The successful candidate is highly responsive, technically curious, and thrives in a client-facing environment. You enjoy helping users solve problems, take ownership of issues from start to finish, and can effectively balance multiple priorities in a fast-paced MSP setting.