Support Analyst - Palmer Consulting

About Palmer

Founded by construction leaders within Power Construction, Palmer is a professional services consulting firm helping organizations integrate people, processes, data, and technology to drive measurable business outcomes. Palmer operates as a dedicated group delivering business process improvement, organizational strategy, data analytics, ERP optimization, and systems integration solutions to contractors across the US.

POSITION SUMMARY

The Support Analyst is responsible for providing day-to-day technical support for both internal staff and external clients, ensuring reliable, secure, and efficient use of technologies. This role delivers hands-on support across Microsoft 365 administration, endpoint and cloud device management, and helpdesk operations, while maintaining strong communication and documentation standards.

The Support Analyst works independently to resolve issues from initial intake through resolution, supports onboarding and offboarding activities, and contributes to operational excellence by identifying recurring issues and opportunities for process improvement. This position requires a client-focused mindset, strong technical troubleshooting skills, and the ability to balance internal and client-facing support needs within a consulting and managed services environment.

KEY RESPONSIBILITIES

Microsoft 365 Administration

• Utilize Microsoft 365 admin portals to support Exchange Online, SharePoint, OneDrive, Teams, and security/compliance features.
• Troubleshoot issues related to access, licensing, mail flow, and application behavior.

Endpoint & Cloud Management

• Administer Microsoft Intune for device configuration, compliance policies, app deployment, and Autopilot provisioning.
• Manage Windows update deployment and ensure compliance across all endpoints.
• Maintain and monitor cloud-based security controls, including identity protection, MFA, conditional access, and device security baselines.
• Support and administer Azure AD/Entra ID user and group management.

Helpdesk Support

• Handle a mixed queue of internal and client-facing support requests.
• Provide timely, accurate, and professional troubleshooting across Windows endpoints, Microsoft 365 apps, networking basics, and security tools.
• Document all work clearly and maintain strong communication with end users.

Operational Execution

• Work independently with minimal need for escalation, demonstrating strong problem ownership.
• Take responsibility for issues from initial report through final resolution.
• Identify recurring issues and contribute to process improvement and knowledgebase updates.
• Assist with onboarding/offboarding procedures, device setup, and license assignments.
• Complete other internal and client projects and tasks assigned.
• Identify opportunities to standardize solutions while accommodating client-specific needs.

QUALITIES FOR SUCCESS

1. Client-focused and relationship-driven mindset
2. Strong prioritization and decision-making skills
3. Ability to communicate effectively with both technical teams and clients professionals
4. Comfortable managing ambiguity, scope, and competing client needs
5. Background in consulting, managed services, or client-delivered solutions
6. Minimum of 3 years of experience in a similar role.

TECHNICAL SKILLS & KNOWLEDGE

• Strong expertise with Microsoft Intune, including device compliance, configuration profiles, and update management.
• Hands-on experience with Azure administration and Microsoft 365 portals.
• Proficiency in Windows update deployment, endpoint governance, and cloud-based security features.
• Excellent technical troubleshooting across Windows 10/11, M365 applications, and identity services.
• Strong customer service, communication, and follow-through.
• A demonstrated ability to troubleshoot independently and see problems through to completion.
• Excellent presentation, communication, and relationship management skills

COMPENSATION DETAILS:
Salary Range: $90,000-$10,000
Compensation for this role includes a base salary plus an annual discretionary bonus. Details on our benefits can be found on the Benefits tab within the Careers section of the website.

Power Construction is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Power Construction is committed to increasing opportunities for historically disadvantaged workers (including women and members of disproportionately affected racial and ethnic groups), as well as residents of marginalized communities.