IT Support Analyst

Responsibilities

• Escalated End-User Support & Service Delivery
• Provide advanced support for escalated incidents and service requests via the ITSM platform, chat, phone, remote management and in person as needed.
• Serve as an escalation point for complex technical issues, coaching and mentoring team members as needed.
• Maintain clear, accurate, and complete documentation for all incidents and requests.
• Participate in a rotating after-hours on-call schedule and provide on-site support at offices or job sites when required.
• Troubleshooting and Technical Problem Resolution
• Diagnose and resolve software, hardware, application, and connectivity issues, including recurring and high-impact problems.
• Support endpoint devices and ensure compliance with configuration, security, and governance standards.
• Monitor systems and applications to identify performance issues and proactively recommend improvements.
• Maintain working knowledge of enterprise platforms, department-specific business applications, and network fundamentals.
• IT Administration & Access Management
• Perform IT administrative functions such as: User onboarding and offboarding, Account creation, modification, suspension, and removal, Application licensing and access provisioning, Hardware specification, testing, deployment, and lifecycle support, Validate access requests against role-based access standards, approvals, and audit requirements, Execute onboarding and offboarding processes accurately to ensure secure and timely access.
• Automation, Workflow, & Project Support
• Participate in IT projects, including hardware refreshes, software upgrades, and platform enhancements.
• Assist with the design, implementation, maintenance, and support of automated workflows and administrative processes.
• Continuously identify opportunities to improve efficiency, reliability, and consistency through automation and process optimization.
• Site Commissioning
• Oversee Site Startups, Moves and Shutdowns including hardware procurement and broadband services.
• Build and maintain Site Job Boards
• Coincide with network refreshes
• Training and Documentation
• Develop, maintain, and update standard operating procedures (SOPs), FAQs, and internal knowledge documentation.
• Provide end-user training and guidance on IT systems, tools, and best practices, including Microsoft productivity tools and core business applications.
• Lead or support training sessions for support team members to improve technical skills and process adherence.
• Promote knowledge sharing and documentation standards across the support organization.

Qualifications

• Education & Certification:
• Bachelor’s degree in Business, Information Technology, Computer Science, Engineering, or a related field preferred.
• Certifications such as CompTIA A+ or ITIL preferred.
• Experience:
• 3-5 years of related experience in an IT role.
• Experience with IT workflow improvement, scripting, automation preferred.
• Required Skills And Competencies:
• Technical Proficiency:
• Strong experience with ITSM systems, SaaS platforms, mobile and desktop operating systems, networking technologies, Microsoft productivity tools, automation platforms, and scripting.
• Problem Solving:
• Advanced troubleshooting and diagnostic skills for software and hardware.
• Communication:
• Clear and effective verbal and written communication skills.
• Interpersonal Skills:
• Adaptable, detail-oriented, and able to work effectively in fast-paced environments.
• Personal Attributes:
• High ethical standards, strong decision-making ability, and a sense of urgency and accuracy.
• Work Environment And Physical Demands:
• Hybrid work environment with a mix of in-office and remote work.
• Regular in-office user support shifts and regular visits to job sites throughout our footprint.
• Job sites may include outdoor and construction environments with uneven terrain.
• Regular use of office equipment and mobility throughout workspaces is required.
• Effective verbal and auditory communication is required across multiple channels.
• Travel Requirements:
• Regular travel to office locations and work sites within the company’s footprint.
• Occasional overnight travel may be required.