IT Support Analyst

IT Support Analyst

The IT Support Analyst provides day-to-day support to the Information Technology department's project, change management, and service management functions. This position assists with tracking and updating project tasks in a work management platform, supports the intake, triage, and processing of requests through the change management queue, and helps administer and maintains the service management platform. The IT Support Analyst also provides general IT customer/software support, helping ensure requests, incidents, and changes are documented, routed, and resolved in a timely and organized manner.

Primary Responsibilities:

• Assist with maintaining and updating project tasks, timelines, and statuses in Asana in coordination with the IT Portfolio, Change and Training Manager and project leads.
• Support the intake, documentation, and tracking of items in the IT change management queue, helping ensure changes are properly logged, categorized, and routed for approval.
• Assist with scheduling and coordinating change advisory board (CAB) meetings, including preparing agendas, tracking action items, and documenting outcomes.
• Help administer and maintain FreshService, including ticket queue monitoring, workflow/automation configuration support, category and form maintenance, and basic reporting.
• Provide first- and second-level IT customer support, including troubleshooting hardware, software, and application issues and escalating complex issues as needed.
• Monitor and help manage the IT service desk ticket queue to ensure requests and incidents are acknowledged, assigned, and resolved within service level targets.
• Assist with documenting IT processes, procedures, and knowledge base articles to support the service desk and end users.
• Support training coordination efforts, including scheduling sessions, maintaining training materials, and tracking staff completion records.
• Help generate reports and dashboards related to project status, change activity, and service desk performance for IT leadership.
• Assist with software and application support tasks, including basic configuration, user access requests, and coordination with vendors as needed.
• Participate in continuous improvement efforts for IT project management, change management, and service management processes.
• Maintain confidentiality and follow agency policies regarding data security, HIPAA, and CJIS requirements when handling systems and information.

Required Qualifications:

• Associates degree, preferably in Information Technology, Computer Science, Business, or a related field. Relevant experience/certifications may be considered in lieu of formal education
• Minimum one (1) year experience in an IT customer support, help desk, or software/application support role.
• Experience providing end-user technical support in a professional office environment.

Preferred Qualifications:

• CompTIA A+, ITIL Foundation, or similar IT support/service management certifications a plus
• Experience using or supporting project/work management tools (e.g., Asana, or similar) preferred.
• Experience using IT service management platforms (e.g., FreshService, ServiceNow, or similar) preferred.
• Familiarity with IT change management concepts, workflows, and processes a plus.

Knowledge, Skills, and Abilities:

• Basic understanding of IT service management concepts, including incident, request, and change management.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Teams) or similar software.
• Strong organizational skills with the ability to track multiple tasks, requests, and deadlines simultaneously.
• Effective written and verbal communication skills, with the ability to explain technical concepts to non-technical staff.
• Strong customer service orientation and a professional, patient approach to supporting end users.
• Ability to learn new software applications and systems quickly.
• Attention to detail and accuracy in documentation and data entry.
• Ability to work both independently and collaboratively as part of a team.

Work Conditions:

• Environment: Office
• Range of Schedule: Mon – Fri, 7:00 a.m. to 5:00 p.m. Occasional flexibility required to support IT projects, changes, or issues outside normal hours.
• Travel: Occasional

DePelchin is proud to be an equal opportunity workplace.