IT Support Analyst

IT Support Analyst Job DescriptionThe IT Support Analyst is responsible for delivering frontline technical support to end users globally, with a primary focus on desk-side incident response for US-based staff and Microsoft Entra ID account and access administration. This is a permanent, full-time position on a small IT team, based in the US and working standard US business hours, where the analyst will serve as the first point of contact for the majority of day-to-day technical issues and will be expected to respond to incidents throughout the workday. The primary measure of success in this role is reliable, responsive, hands-on support for end users. Essential Duties & FunctionsServe as the first point of contact for end user IT support requests via ticketing system, phone, or in person, responding to incidents throughout the day as they ariseProvide desk-side support, physically assisting US-based employees with hardware, software, and connectivity issuesProvide remote technical support to end users in other regions via ticketing system, phone, or TeamsTroubleshoot and resolve issues for laptops, desktops, mobile devices, and peripheralsManage user accounts, group memberships, and access permissions in Microsoft Entra ID (Azure AD)Perform basic Exchange Online administration tasks, such as mailbox permissions, distribution list updates, and shared mailbox managementFulfill standard IT service requests (e.g., software access, equipment requests, mailbox and permission changes) submitted through the ticketing systemSupport Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) for end users, including account setup and troubleshootingPerform user onboarding and offboarding tasks, including account provisioning, license assignment, device setup, and access removalReset passwords, manage MFA enrollment, and assist with account lockoutsSet up and configure end user devices, including software installation and basic imagingEscalate complex infrastructure, network, application, or server issues to senior IT staff or the MSP as appropriateDocument common issues, resolutions, and end user how-to guidance in the knowledge baseSupport printer, peripheral, and conference room technology issuesMaintain a positive, professional, customer-service-oriented approach with end users at all levelsWork closely with a small IT team, taking direction on priorities while independently handling incoming incidents day-to-day Knowledge, Skills & AbilitiesWorking knowledge of Microsoft Entra ID (Azure AD) user and group administrationBasic familiarity with Exchange Online administration (mailbox permissions, distribution lists, shared mailboxes)Familiarity with Microsoft 365 applications and basic administrationStrong customer service orientation with clear, patient communication skills, especially in face to face desk-side interactionsSolid troubleshooting skills for Windows devices, mobile devices, and common business applicationsBasic understanding of networking concepts (Wi-Fi, VPN client troubleshooting) from an end-user support angleComfortable handling incoming incidents and shifting priorities throughout the dayAbility to work well within a small team, following established direction while managing individual incident response independentlyComfortable documenting processes and following established proceduresFamiliarity with endpoint management tools (e.g., Intune) preferredAny prior exposure to business application support (e.g., ERP, CRM, or line of business apps) is a plus but not requiredInterest in growth areas such as application support, networking and infrastructure management, or other IT specialties is welcomed but not requiredExpectation of being readily available to respond to incidents throughout the day Education & Experience 2 plus years of experience in a help desk, desk-side, or IT support role (given the small team size, this role needs to hit the ground running with minimal ramp-up)Certifications such as CompTIA A+, Microsoft 365 Certified: Fundamentals, or similar preferredExperience with a ticketing system (e.g., ServiceNow, Freshdesk, Tikit) preferred Why join us? At CSafe, we foster an exciting, collaborative, and inclusive work environment that promotes both personal and professional growth. Here’s what we offer to our employees:Paid Time OFF (PTO) starting at 25 days & Paid HolidaysMedical, Dental and Vision Insurance401k with Employer MatchGroup Life & DisabilityHealth Spending Account OptionsIdentity ProtectionEmployee Assistance ProgramTravel Assistance ProgramFinancial Wellness ProgramTuition ReimbursementParental LeaveReferral ProgramGym Membership Reimbursement An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.