Information Technology Support Analyst

We are seeking an experienced IT Support Analyst to provide first-line technical support and system administration in a fast-paced, enterprise environment. This role involves troubleshooting hardware and software issues, maintaining support documentation, and ensuring a high level of client service. The ideal candidate will have strong technical expertise, problem-solving skills, and the ability to communicate effectively with users at all levels.

Key Responsibilities

• Serve as the first point of contact for IT support, assisting users with technical issues over the phone, email, and voicemail.
• Diagnose and resolve technical problems efficiently, escalating complex issues when necessary.
• Utilize administrative tools to assist users and collaborate with senior technical teams when elevated access is required.
• Log and track incidents and service requests in the ticketing system.
• Maintain knowledge of supported technologies and proactively seek learning opportunities.
• Identify user challenges and ensure appropriate resolution to maintain operational efficiency.
• Support documentation efforts by verifying accuracy and completeness of technical guides and procedures.
• Generate and analyze standard reports, assisting with custom reporting as needed.
• Manage user accounts, access permissions, and security alerts across various IT platforms.
• Support cybersecurity efforts by monitoring and responding to security alerts.
• Assist with mobile device management, troubleshooting, and administrative functions.
• Participate in network recovery and business continuity testing.
• Handle onboarding, offboarding, and user account transfers.

Qualifications

• High school diploma or GED required; an associate degree in IT or related certification is a plus.
• Proficiency in Microsoft Windows 11 and Office 365.
• Experience with remote access technologies (Citrix, VPN, RDP, wireless, and mobile).
• Prior experience in a technical support or customer service role.
• Knowledge of PowerShell and system administration is beneficial.
• Strong verbal and written communication skills, with an emphasis on customer service.
• Ability to work effectively under pressure in a team-oriented environment.

This is an overnight shift role from 10 PM – 7 AM, requiring reliability and the ability to work independently during non-business hours. If you thrive in a dynamic IT environment and enjoy solving technical challenges, we encourage you to apply.