Senior IT Support Analyst

The VacancyMegger is seeking a Senior IT Support Analyst to lead day-to-day IT support activities across North America. This role will serve as the primary escalation point for the support team, oversee daily ticket activity, resolve complex user issues, coordinate vendors, and ensure routine IT tasks are completed without requiring constant management involvement. The ideal candidate is a strong troubleshooter who can take ownership, set priorities, support junior team members, and keep daily operations moving so the Infrastructure Manager can focus on projects, planning, budgeting, security, vendors, and long-term infrastructure needs.Key ResponsibilitiesOversee daily IT support activity and ticket priorities.Serve as the primary escalation point for Level 2 and Level 3 support issues.Ensure open tickets are assigned, updated, followed up on, and driven to completion.Provide technical guidance and mentoring to support staff.Resolve user, workstation, Microsoft 365, Active Directory, permissions, printer, VPN, and application issues.Manage routine onboarding, offboarding, account administration, and equipment setup. Perform basic server checks, file-share troubleshooting, backup review, and routine infrastructure support.Coordinate vendor support cases and follow up until issues are resolved.Support North American sites with equipment, user, and operational IT needs.Maintain support documentation, SOPs, and troubleshooting procedures.Identify recurring issues and recommend process or technical improvements.Escalate only significant outages, security concerns, major infrastructure changes, or issues requiring management approval.Team LeadershipHelp assign and prioritize work.Assist with difficult technical issues.Follow up on aging or stalled tickets.Provide technical guidance and knowledge sharing.Ensure support standards and documentation are maintained.Serve as the operational point of contact when the Infrastructure Manager is unavailable.Basic Networking Support Networking is not a primary responsibility. The candidate should be comfortable with basic connectivity, IP, DNS, wired/wireless, cabling, switch-port, and access-point troubleshooting, and be able to gather information for escalation to network or firewall teams.Required Qualifications5+ years of IT support experience.Strong Windows and Microsoft 365 troubleshooting skills.Active Directory administration experience.Experience handling escalated user and technical issues.Strong troubleshooting and problem-solving ability.Experience supporting remote and multi-site users.Strong ticket ownership, follow-up, and documentation skills.Ability to work independently and manage competing priorities.Strong communication and customer-service skills.Preferred QualificationsWindows Server and Microsoft Entra ID experience.Endpoint-management, backup and recovery, and basic networking experience.PowerShell experience.ITIL, CompTIA, Microsoft, or similar certifications.The Senior IT Support Analyst should independently own routine operational work such as daily ticket management, user escalations, onboarding and offboarding, account and permission issues, Microsoft 365 support, equipment setup and replacement, file-share and printer issues, VPN support, routine server and backup checks, vendor cases, site IT requests, and support documentation.The goal of this role is to ensure that day-to-day IT support runs effectively without requiring the Infrastructure Manager to be involved in every issue, allowing management to focus on larger projects, strategy, budgeting, security, vendor management, and team development. Megger