IT Support Analyst

IT Support Analyst Job Description Template

Our company is looking for a IT Support Analyst to join our team.


  • Must be able to communicate status and workloads according to department policies;
  • Manage asset tracking, security, and patch management;
  • Integrate and manage switches, routers and networks, troubleshoot and diagnose issues in the server / client environment;
  • Must be able to work independently or as part of a widespread team;
  • Escalate and communicate significant issues with management and external support according to department policies;
  • Some background in Tableau / SQL would be good;
  • This is an IT call center type position;
  • Troubleshoot and resolve workstation inquiries/problems (Leapfrog supports both Microsoft and Apple products in Windows Domain environments);
  • Person must be comfortable helping people over the phone;
  • Assume ownership of issues as they arise and follow through the system to completion;
  • Provide after-hours and weekend support on a rotational basis (additional compensation);
  • Effectively communicate service outages internally and externally, and escalate tickets appropriately;
  • Solve technical help tickets submitted via phone, email, and walk-ups;
  • Manage conference room’s AV setup and support / address any issues;
  • Identify recurring technical issues and propose solutions to address the root of the problems.


  • Bachelor’s degree;
  • Microsoft Windows Server 2008-2016;
  • MCP, Mac OSX and/or A+ / N+ / S+ certifications a plus;
  • Mobile Phone Support;
  • Knowledge of remote management tools (LogMeIn Rescue is a plus);
  • Switches;
  • Third party vendor management;
  • Support and maintain effective relationships with AKQA employees;
  • Network experience with TCP/IP, wireless and communication protocols;
  • Responsible for timely resolution of problems or escalation on behalf of customer to appropriate support teams;
  • Assist in coordinating and performing desk moves, changes, or termination of service;
  • Ability to produce clear and concise documentation and procedures for administration tasks;
  • Office 365;
  • Citrix environments;
  • VPNs.