Technical Sr. Analyst/IT Support Analyst

Overview

One Identity is an award-winning security software provider offering Identity Access Management, Privileged Access Management, and Identity Governance solutions. The IT Support Analyst will provide on-site support for the Dublin, Ohio office and support employees across the Americas remotely.

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
• Serve as the primary IT presence in a key regional hub and collaborate with global IT teams
• Troubleshoot issues related to login, SSO, MFA, 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

Qualifications

• Minimum 1+ years of experience in IT support or end-user support in a corporate environment
• Strong focus on customer experience is a must - you take pride in how you support people, not just how you fix things. You communicate clearly, follow through, and make sure users feel heard and supported throughout the process
• Hands-on experience with Windows systems, hardware troubleshooting, and user support
• Experience with Active Directory, Entra ID, SSO, and MFA support
• 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

Additional Information

Average travel: 20%
Working hours: Standard business hours in Eastern Time, with occasional flexibility required to support other Americas regions and critical global incidents.
Company Description: One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind.