IT Systems Support Analyst

About the Role

The IT Support Analyst is responsible for providing technical support and ensuring the smooth operation of IT services across the organization and its specific location. The role involves troubleshooting hardware, software, network, and OS issues while delivering exceptional customer service to end users. The analyst will support End User Computing (EUC), Microsoft 365 services, mobile devices, collaboration platforms, and local IT infrastructure. The position serves as the primary point of contact for IT incidents and service requests, ensuring timely resolution in accordance with established Service Level Agreements.

What You'll Do In The Role

• Provide Level 1 and Level 2 support for desktops, laptops, printers, scanners, mobile devices, and peripherals
• Diagnose and resolve hardware, software, operating system, and application issues
• Support Windows operating systems and standard enterprise applications
• Assist users with Microsoft 365 products, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint
• Provide support for audio/video conferencing solutions and collaboration tools
• Deploy, configure, and maintain desktops, laptops, and mobile devices
• Support device imaging, software installations, upgrades, and patch management
• Utilize endpoint management tools such as SCCM, Intune, and remote support utilities
• Track IT assets and maintain accurate inventory records
• Provide hands-and-feet support for infrastructure, network, server, and security teams
• Assist with network connectivity troubleshooting
• Support datacenter equipment, racks, cabling, and local infrastructure activities
• Coordinate with vendors and third-party support providers
• Develop and maintain technical documentation, knowledge articles, and support procedures

What You'll Need To Succeed

• Windows 10/11 Administration
• Active Directory & Group Policy
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Hardware & Software Troubleshooting
• IT Service Management (ITIL)
• Network Fundamentals (TCP/IP, DNS, DHCP, VPN)
• Remote Support Tools
• Customer Support & Incident Management
• Printer and Peripheral Support

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, or related field preferred
• 3-7 years of experience in IT Support, Service Desk, Desktop Support, or EUC
• Strong customer service orientation
• Excellent verbal and written communication skills
• Ability to work effectively under pressure
• Strong analytical and problem-solving skills
• Ability to prioritize multiple tasks in a fast-paced environment
• Team-oriented with strong stakeholder management capabilities

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave

This response is AI-generated, for reference only.