Technical Advisor/IT Support Analyst

Overview

One Identity is an award-winning security software provider offering comprehensive Identity Access Management, Privileged Access Management, and Identity Governance solutions. The IT Support Analyst role supports the Dublin, Ohio office and additional Americas users, focusing on hands-on IT support, customer experience, and collaboration with global IT teams.

Responsibilities

• Provide hands-on IT support for the Dublin, Ohio office, including deskside support, troubleshooting, and user assistance
• Act as the primary IT contact for the Dublin location, ensuring smooth day-to-day office and IT operations
• Support additional Americas users and sites remotely, maintaining consistent service levels across the region
• Aid in office setups, employee moves, and IT equipment relocation
• Troubleshoot issues related to login, Single Sign-On (SSO), Multi-Factor Authentication (MFA), Virtual Private Network (VPN), wireless, network connectivity, and enterprise applications
• Support conference room technology (e.g., Microsoft Teams Rooms / Yealink systems) and office peripherals
• Collaborate with global server, network, and security teams to resolve escalated issues
• Track incidents, service requests, and assets using ITSM and asset management tools
• Participate in regional rollouts, hardware refresh cycles, and global IT initiatives
• Deliver a high-quality end-user experience by taking ownership of issues from start to finish, keeping users informed, and following up to ensure resolution
• Proactively identify recurring issues or pain points and suggest improvements to reduce friction for end users
• Follow company policies, security standards, and operational procedures

Qualifications

• Minimum 3+ years of experience in IT support or end-user support in a corporate environment
• Strong focus on customer experience - you take pride in how you support people, not just how you fix things
• Strong hands-on experience with Windows systems, hardware troubleshooting, and user support
• Experience with Active Directory, Entra ID, SSO, and MFA support
• Experience with network troubleshooting, VPN, and wireless connectivity issues
• Comfortable supporting both on-site users and remote users across multiple locations
• Strong communication skills and ability to work across different countries and cultures
• Highly organized, able to manage priorities independently, and support multiple sites
• Experience with ITSM tools (ServiceNow or similar) and asset tracking systems
• Familiarity with Microsoft 365, Teams, Intune, and modern workplace tools

Preferred Experience

• Supporting Americas regions or global organizations
• Experience in a high-volume office environment (like Dublin hub)
• Exposure to conference room / AV support (Teams Rooms, Yealink, etc.)
• Additional language(s) such as Spanish or Portuguese (nice to have, not required)