IT Support Analyst I

Core Responsibilities

• Provide first- and second-level technical support for end users via phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, operating system, network, and connectivity issues.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, and peripherals.
• Provision, modify, and deactivate user accounts, permissions, and access rights.
• Support enterprise applications, including troubleshooting user access and functionality issues.
• Manage and prioritize support tickets to meet established service level agreements (SLAs).
• Document incidents, resolutions, procedures, and technical knowledge articles.
• Aid with onboarding and offboarding activities, including equipment setup and account management.
• Perform software installations, upgrades, patches, and system updates.
• Support conference room technology, audio/visual equipment, and collaboration tools.
• Escalate complex issues to appropriate IT teams or vendors as needed.
• Monitor recurring issues and recommend process improvements to reduce support requests.
• Maintain IT asset inventories and assist with equipment lifecycle management.
• Support IT projects, system implementations, and technology rollouts.

Qualifications

• Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Experience: 2–5 years of experience in IT help desk, desktop support, or technical support roles.
• Technical Skills: Knowledge of Windows operating systems and Microsoft 365; familiarity with Active Directory, Entra ID (Azure AD), InTune and user account administration; understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi; experience with endpoint management and device deployment tools; knowledge of cybersecurity best practices and endpoint security tools; ability to troubleshoot hardware, software, and connectivity issues efficiently.
• Competencies: Strong customer service orientation and communication skills; excellent problem-solving and analytical abilities; ability to prioritize multiple requests and manage competing deadlines; strong documentation and organizational skills; ability to work independently and collaboratively within a team environment; continuous learning mindset and adaptability to changing technologies.

Physical Requirements

• Ability to lift and transport IT equipment up to 30 pounds.
• Ability to work at a computer workstation for extended periods.
• Occasional travel between company locations may be required.