IT Analyst
Summary
Provide first-line tech support, troubleshoot hardware/software issues, manage user accounts, and maintain office IT infrastructure for end users.
Position Overview
We are looking for an IT Analyst to join our team as the primary point of contact for day-to-day technical support. In this role, you will diagnose, troubleshoot, and resolve hardware, software, and network issues for our end users.
This is an entry-level to early-career position ideal for someone with strong technical curiosity, great customer service skills, and a knack for clear communication.
DUTIES AND RESPONSIBILITIES
End-User Support & Help Desk
- Serve as the first line of contact for incoming technical support requests via ticketing system, email, and phone.
- Log, classify, prioritize, and track all support tickets through resolution or appropriate escalation.
- Walk end users through step-by-step problem-solving procedures in a patient, approachable manner.
Systems & Access Management
- Perform basic user account management in Active Directory and Microsoft 365 (creations, password resets, group memberships, and permission updates).
- Configure, deploy, and maintain desktop hardware, laptops, monitors, mobile devices, and peripherals.
- Install, update, and troubleshoot core software applications (Microsoft 365, VPN clients, security tools, and role-specific software).
Network & Infrastructure Maintenance
- Assist with basic local network troubleshooting (Wi-Fi connectivity, Ethernet connections, IP configuration).
- Support office peripheral equipment, including network printers, desk phones, and conference room AV setups.
- Document system changes, recurring issues, and resolution steps in the internal knowledge base.