IT Support Analyst

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Requirements:

• 3+ years of experience in IT support working within a ticketing system
• Familiarity with MacOS, iOS, Android, Windows, Okta, Google Workspace, Atlassian, and other IT-owned tools
• Demonstrable experience in many SaaS applications (Okta, Google Workspace, GitHub, Atlassian, and Slack)
• Good communication skills and ability to create training materials and stand-alone documentation
• Strong experience supporting MacOS, Windows, as well as iOS and Android. This includes both software and hardware troubleshooting experience
• Experience working with MDMs (Kandji and Intune)
• Strong problem-solving skills with a can-do attitude; ability to troubleshoot root causes not just symptoms

Responsibilities:

• Develop SLA’s for timely and effective technical support to IT’s customers
• Diagnose, resolve and provide permanent remediation for hardware and software issues
• Be the primary point of contact in on-call rotations
• Provide advanced troubleshooting for network environments and components
• Support and document an ever-changing environment
• Develop escalation procedures for IT engineering
• Formulate training and guidance documentation for users on systems and processes of the organization
• Have an intermediate understanding of the limitations and usage of AI/LLM
• Provide exemplary support to users on a variety of tasks ranging from simple to complex
• Create and maintain accurate records of IT assets
• Assist in onboarding and offboarding of users; support automation processes for user life-cycle management