System Support Analyst (57793)

Position Summary:

The System Support Analyst I provides Tier 1 technical support to employees across corporate, distribution, warehouse, and manufacturing environments. This role troubleshoots hardware, software, Microsoft 365, mobile devices, printers, user accounts, connectivity, and business system issues.

As a primary point of contact for IT support, the analyst delivers responsive customer service, documents and resolves incidents, and escalates advanced issues to appropriate IT teams.

Responsibilities:

• Provide Tier 1 support for Windows workstations, Microsoft 365, mobile devices, printers, peripherals, VPN, networking, and business applications.
• Receive, document, troubleshoot, and resolve requests through the IT ticketing system, phone, email, remote support, and in-person support.
• Escalate advanced issues to Tier 2/3 resources and maintain communication through resolution.
• Support user onboarding and offboarding, including account setup, access, equipment deployment, and deactivation.
• Configure, deploy, replace, and troubleshoot laptops, desktops, mobile devices, printers, and related equipment.
• Assist with password resets, access requests, software installation, updates, and device refreshes.
• Maintain accurate IT asset and equipment assignment records.
• Support Microsoft Teams and conference room technology.
• Follow cybersecurity policies, identity verification procedures, and information security requirements.
• Assist with MFA, endpoint security, patch compliance, and other security initiatives.
• Identify and report suspected phishing, security incidents, or unusual system activity.
• Educate users on company technology, security practices, and self-service resources.
• Assist with technology deployments, upgrades, office moves, maintenance activities, and IT projects.
• Coordinate with other IT teams, vendors, and service providers as needed.

Required

• Associate degree in Information Technology, Computer Science, or related field, or equivalent experience/certifications.
• 1–3 years of Help Desk, Desktop Support, Technical Support, or related experience.
• Working knowledge of Windows and Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint.
• Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, and VPN technologies.
• Experience troubleshooting computers, printers, mobile devices, and peripherals.
• Strong customer service, communication, troubleshooting, documentation, and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred

• CompTIA A+, Network+, Security+, ITIL, or Microsoft certifications.
• Experience supporting manufacturing, warehouse, distribution, or multi-site environments.
• Familiarity with Active Directory, Microsoft Entra ID, endpoint management, ticketing systems, and remote support tools.
• Exposure to ERP, warehouse management, or other enterprise applications.