IT Support Analyst

Description

The IT Support Analyst provides technical support for Rainbow Energy Center employees and approved contractors. This position receives documents, troubleshoots, resolves, and escalates technology incidents and service requests from initial contact through completion. Responsibilities include employee devices, Microsoft 365, approved applications, user access, endpoint security, technology assets, documentation, and technology projects. The position works with employees, IT team members, vendors, and business partners to maintain reliable and secure technology services.

• Receive and manage incidents and service requests through the ticketing system, email, telephone, remote-support tools, and walk-up requests.

• Troubleshoot computers, mobile devices, printers, peripheral equipment, Microsoft 365, account access, connectivity, and approved applications.

• Maintain ownership through resolution, escalation, or formal transfer; document work and communication status, next steps, workarounds, and resolution.

• Prioritize work based on business impact, urgency, safety, and security risk; identify recurring issues and recommend lasting improvements.

• Install, configure, deploy, replace, and maintain approved computers, mobile devices, printers, peripheral equipment, Windows, Microsoft 365, and collaboration tools.

• Assist with passwords, multifactor authentication, account access, remote access, and Microsoft 365 services.

• Maintain workstation configurations; deploy applications, operating system updates, security updates, and endpoint changes.

• Support Microsoft Intune or other approved endpoint management tools and coordinate technology readiness for new hires, transfers, role changes, and departures.

• Process approved additions, changes, and removals of network, application, email, shared-resource, and remote-access permissions.

• Follow least-privilege requirements and maintain records of access requests, approvals, reviews, and completed changes.

• Maintain assigned endpoint security controls; report suspected incidents, unauthorized access, suspicious messages, lost equipment, and policy concerns.

• Review assigned vulnerability and product notifications, complete approved actions, and protect credentials, confidential information, and administrative access.

• Maintain inventory and lifecycle records for assigned hardware, software, subscriptions, licenses, maintenance agreements, and warranties.

• Coordinate refreshes, repairs, replacements, returns, recycling, and disposal; assist with purchasing requests and physical inventory reviews.

• Ensure company information is removed before equipment reassignment or disposal and report unsupported, unapproved, or improperly licensed software.

• Create and maintain procedures, checklists, knowledge articles, configuration records, and employee instructions in approved locations.

• Participate in incident, request, problem, change, asset, and knowledge-management activities.

• Support technology changes through planning, testing, communication, implementation, documentation, and follow-up.

• Participate in projects, product evaluations, pilot programs, deployments, equipment refreshes, and process improvements.

• Complete assigned work within established schedules, communicate risks and delays, and transfer knowledge to other IT team members.

• Participate in the IT on-call rotation and provide telephone, remote, or on-site assistance outside normal working hours when required.

• Assist with incident response, business continuity, disaster recovery, service restoration, exercises, and post-incident reviews.

• Immediately escalate matters involving safety, cybersecurity, plant operations, regulatory concerns, widespread disruption, or significant business impact.

The IT Support Analyst resolves issues within assigned permissions, documented procedures, and technical responsibilities. The analyst remains responsible for communication, documentation, and follow-up until the issue is resolved, formally transferred, or closed.

• Escalate work requiring access, approval, expertise, or authority not assigned to the position.

• Escalate issues involving infrastructure, enterprise applications, cybersecurity platforms, physical security systems, or plant operational technology outside assigned responsibilities.

• Escalate requests that conflict with approved standards, security or licensing requirements, or procedures.

• Escalate when safety, security, plant reliability, compliance, business continuity, multiple departments, or significant service impact may be involved.

Requirements

• Associate degree in information technology or a related field and at least two years of relevant experience, or an equivalent combination of education, training, certifications, and hands-on experience.

• Technical-support experience in a business or industrial environment.

• Experience supporting Microsoft Windows, Microsoft 365, computer hardware, software, printers, account access, and network connectivity.

• Experience using a ticketing or service-management system and Active Directory or a similar identity-management platform.

• Strong customer service, communication, documentation, and problem-solving skills, including the ability to explain technical information to nontechnical employees.

• Experience with Microsoft Intune, Microsoft Entra ID, Active Directory, Group Policy, multifactor authentication, endpoint deployment, patching, and remote support tools.

• Experience with PowerShell, asset and license management, change management, or technology projects.

• Current ITIL Foundation or another relevant Microsoft, CompTIA, or industry certification.

• Strong troubleshooting, organization, customer service, communication, and documentation skills.

• Working knowledge of Microsoft Windows, Microsoft 365, endpoint management, identity management, and cybersecurity practices.

• Ability to manage competing priorities, make sound decisions, work independently, and recognize when approval or escalation is required.

• Ability to work effectively with employees, contractors, vendors, and technical teams while handling confidential information with discretion.

• Professional, respectful, customer-focused approach and willingness to learn and adapt.

Promotes REC culture • Collaborates effectively • Communicates with courage • Learns with agility • Understands the business • Drives results • Inspires potential • Thinks strategically

• Work is performed in office and plant environments and may include noise, vibration, dirt, dust, industrial equipment, temperature changes, and required personal protective equipment.

• The position may require sitting, standing, bending, kneeling, reaching, working around office furniture, and occasionally moving computer equipment weighing approximately 40 pounds.

• Participation in the IT on-call rotation and occasional business travel may be required.

• Follow REC safety, security, confidentiality, access-control, plant-entry, training, and compliance requirements.

• Use company systems and administrative access only for authorized business purposes; assist the IT team as operational priorities require.

• Perform other related duties consistent with the purpose and responsibilities of the position.

• Ability to perform the essential functions of the position, with or without reasonable accommodation.