IT Support Analyst

Salary: $102,169.6 - 112,569.6 per year Requirements:

• 2–4 years of experience in IT support or a helpdesk environment
• Strong working knowledge of Windows 10/11 and macOS
• Experience with Active Directory, Azure AD, and Microsoft 365 administration, including Exchange Online, SharePoint, OneDrive, and Teams
• Familiarity with ITIL and incident, problem, and change management processes
• Proficiency with ServiceNow for incident, request, and change management
• Experience with endpoint management tools such as SCCM, Intune, or JAMF, and with remote support tools
• Working knowledge of Microsoft Teams and Zoom administration and troubleshooting
• Strong analytical and problem-solving abilities, including root cause analysis
• Strong verbal and written communication skills and a customer-service orientation
• Ability to lift and transport IT equipment weighing up to 50 pounds
• Preferred: ITIL v4 Foundation certification
• Preferred: CompTIA A+, Network+, or equivalent certification
• Preferred: Jamf Certified Associate or Jamf Certified Tech certification
• Preferred: Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent
• Preferred: Experience supporting VPNs, network printing, and enterprise wireless environments
• Preferred: Familiarity with scripting languages such as PowerShell or Bash for task automation
• Preferred: Experience in manufacturing, semiconductor, or enterprise corporate environments

• Resolve incidents escalated from Level 1 by diagnosing complex hardware, software, networking, and application issues
• Troubleshoot Windows and macOS systems, including operating-system diagnostics, driver conflicts, and performance issues
• Administer and support Active Directory, Microsoft 365, Microsoft Teams, Zoom, VPN, and endpoint management platforms such as SCCM, Intune, and JAMF
• Perform install, move, add, change, and disposal activities for end-user computing equipment
• Manage and prioritize incident and service request queues in ServiceNow while meeting SLA response and resolution targets
• Support conference room audiovisual equipment, including Teams Rooms and Zoom Rooms, as well as printers and peripherals
• Document resolutions, maintain knowledge base articles, and contribute to standard operating procedures
• Coordinate further escalations with Level 3 teams, vendors, and infrastructure groups
• Support asset lifecycle activities, including imaging, deployment, tracking, and decommissioning
• Provide executive and VIP support with attentive service
• Identify recurring issues and recommend process improvements or automation opportunities

• Active Directory
• Azure
• Bash
• Hardware
• Support
• ITIL
• macOS
• Microsoft 365
• Network
• PowerShell
• ServiceNow
• SharePoint
• VPN
• Windows
• Office 365
• Cloud
• Security

More:

We are hiring an IT Support Analyst Level 2 to provide advanced technical support and serve as an escalation point for issues beyond Level 1 capabilities. The role includes root cause analysis and resolution across hardware, software, and network environments. Pay is $49.12–$54.12 per hour, and support is provided on-site during standard business hours. We offer medical, dental, and vision insurance; a 401(k); a health savings account; short- and long-term disability insurance; life and AD&D insurance; paid sick leave where required by law; supplemental insurance; identity theft protection; pet insurance; wellness programs; an employee assistance program; and career development opportunities. Benefit eligibility and terms may vary by employment status, length of service, and work location, and plans may be modified in accordance with applicable law. Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. provides technology staffing and workforce solutions to Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver talent solutions in IT, engineering, life sciences, clinical, and professional staffing, and are a nationally and locally certified Minority Business Enterprise. Our organization holds ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II certifications.

last updated 43 week of 2026