IT Support Analyst

Essential Duties & Functions

• Serve 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 arise
• Provide desk-side support, physically assisting US-based employees with hardware, software, and connectivity issues
• Provide remote technical support to end users in other regions via ticketing system, phone, or Teams
• Troubleshoot and resolve issues for laptops, desktops, mobile devices, and peripherals
• Manage 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 management
• Fulfill standard IT service requests (e.g., software access, equipment requests, mailbox and permission changes) submitted through the ticketing system
• Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) for end users, including account setup and troubleshooting
• Support user onboarding and offboarding tasks, including account provisioning, license assignment, device setup, and access removal
• Reset passwords, manage MFA enrollment, and assist with account lockouts
• Set up and configure end user devices, including software installation and basic imaging
• Escalate complex infrastructure, network, application, or server issues to senior IT staff or the MSP as appropriate
• Document common issues, resolutions, and end user how-to guidance in the knowledge base
• Support printer, peripheral, and conference room technology issues
• Maintain a positive, professional, customer-service-oriented approach with end users at all levels
• Work closely with a small IT team, taking direction on priorities while independently handling incoming incidents day-to-day

Knowledge, Skills & Abilities

• Working knowledge of Microsoft Entra ID (Azure AD) user and group administration
• Basic familiarity with Exchange Online administration (mailbox permissions, distribution lists, shared mailboxes)
• Familiarity with Microsoft 365 applications and basic administration
• Strong customer service orientation with clear, patient communication skills, especially in face to face desk-side interactions
• Solid troubleshooting skills for Windows devices, mobile devices, and common business applications
• Broad understanding of networking concepts (Wi-Fi, VPN client troubleshooting) from an end-user support angle
• Comfortable handling incoming incidents and shifting priorities throughout the day
• Able to work well within a small team, following established direction while managing individual incident response independently
• Comfortable documenting processes and following established procedures
• Familiarity with endpoint management tools (e.g., Intune) preferred
• Any prior exposure to business application support (e.g., ERP, CRM, or line of business apps) is a plus but not required
• Interest in growth areas such as application support, networking and infrastructure management, or other IT specialties is welcomed but not required

Why join us?

• Paid Time OFF (PTO) starting at 25 days & Paid Holidays
• Medical, Dental and Vision Insurance
• 401k with Employer Match
• Group Life & Disability
• Health Spending Account Options
• Identity Protection
• Employee Assistance Program
• Travel Assistance Program
• Financial Wellness Program
• Tuition Reimbursement
• Parental Leave
• Referral Program
• Gym Membership Reimbursement