IT Support Analyst I

Eckert & Ziegler Isotope Products designs, manufactures, and distributes radioactive sources and materials for medical, industrial, inspection, research, and calibration applications. Our products include sealed and unsealed radiation sources for medical imaging, industrial measurement, oil well logging, calibration, environmental monitoring, bulk radioisotopes, and high-activity sources for sterilization and radiation processing.

About the role

The IT Support Analyst I provides first-level IT support, handling initial triage, troubleshooting, and resolution of common requests while escalating complex issues to Level 2 or 3 support analysts. This role supports onsite offices in Valencia and Burbank, CA, as well as remote locations in Georgia and Massachusetts, and collaborates with colleagues in California, Brazil, Argentina, and Germany.

Responsibilities

• Triage, categorize, and resolve tickets in Freshservice, prioritizing routine requests and escalating complex or ambiguous issues to Level 2/3 Support Analysts with clear documentation of steps already taken.
• Manage user access requests and account lifecycle actions in a cloud-based Identity and Access Management (IAM) platform and Active Directory/Entra—provisioning, deprovisioning, group membership, and permission changes—following documented approval workflows.
• Handle password resets and MFA troubleshooting (IAM), and support MDM device enrollment and ongoing management.
• Provision and troubleshoot common business software, following existing provisioning procedures.
• Diagnose and resolve computer hardware, software, and network connectivity issues for end-user devices, including basic setup, driver troubleshooting, and coordinating vendor support/replacement when needed.
• Maintain and update distribution lists and shared mailbox access per standard requests.
• Operate within IT standards, processes, and policies; maintain accurate ticket records and contribute to knowledge base articles for recurring issue types.
• Provide front-line customer service, setting clear expectations with end users on resolution timelines and escalation status.
• Work independently on routine requests while collaborating closely with Level 2/3 Support Analysts on escalated issues, including thorough context hand-off.
• Support the Valencia and Burbank office locations and provide remote support for locations in Georgia and Massachusetts.

Requirements

• Minimum 2+ years of experience in a Help Desk, IT Support, or related customer-facing technical role.
• Bachelor’s degree in Computer Science or a related field preferred.
• Basic understanding of service management (ITIL) concepts.
• Solid customer service mindset with excellent written and oral communication skills (English required; German, Portuguese, or Spanish is a plus).
• Ability to follow directions and documented instructions.
• General understanding of networking concepts (DNS, DHCP, basic troubleshooting).
• Ability to analyze and problem-solve at a medium level of complexity.
• Must be able to work in Valencia and Burbank.

Preferred certifications: ITIL 4 Foundation and Microsoft 365 Certified: Fundamentals (MS-900).

Benefits

• 100% employer-paid medical and dental.
• 401(k) matching contribution.
• Generous PTO and paid holidays.
• Long-term disability, life, and AD&D insurance.
• Health Care and Dependent Care Flex Spending.
• Tuition reimbursement.
• Profit-sharing program.

Pay

$34.50 - $38.00 hourly (DOE).

Schedule

Position is onsite.