IT Analyst

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.

REQUIRED QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.
• Requires 2-4 years of related experience.
• Core Technical Knowledge:
  • Strong fundamental understanding of Windows 10/11.
  • Familiarity with Active Directory, Microsoft 365 Admin Center, and basic networking concepts (TCP/IP, DNS, DHCP, VPN).
  • Prior experience using an IT Service Management (ITSM) or ticketing platform (e.g., ConnectWise, ServiceNow, Jira, Freshdesk).
• Soft Skills:
  • Exceptional written and verbal communication skills with a customer-first mindset.
  • Good analytical and troubleshooting abilities.
  • Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced environment.

• Strong attention to detail and organizational skills.
• Ability to adapt to changing technologies and business needs.
• Ability to work independently and as part of a team.

PREFERRED QUALIFICATIONS

• Relevant entry-level certifications (e.g., CompTIA A+, Network+, or Microsoft Certified: Fundamentals).
• Basic familiarity with PowerShell or automation scripts for routine tasks.

PHYSICAL REQUIREMENTS

• Ability to remain seated for extended periods.
• Frequent use of a computer, keyboard, telephone, and other standard office equipment.
• Ability to occasionally lift up to 25 pounds.
• Ability to perform tasks requiring manual dexterity and visual acuity.
• Effective verbal communication.