IT Support Analyst

JOB SUMMARY: 

Reporting to the Senior Information Systems Manager, the IT Support Analyst is responsible for providing responsive, customer-focused technical support to office and remote users. Responsibilities include ticket triage and management, end-user assistance, device configuration, mobile device support, user account provisioning, access requests, desktop imaging, printer support, Microsoft 365 configuration, software patching, and support for infrastructure rollouts. This role is expected to maintain strong documentation, escalate issues to internal team members or third-party vendors as needed, communicate timely updates to users and IT leadership, and foster positive relationships with office end users through visible, proactive engagement. 

ESSENTIAL JOB FUNCTIONS 

Deliver support for user-related service requests: 

• Deliver Tier 1 technical assistance for user-related service requests, document resolution steps, and escalate or forward issues when appropriate. 
• Triage tickets and service requests with the IT team to ensure timely prioritization, ownership, follow-up, and communication. 
• Manage user account lifecycle activities, including provisioning, maintenance, and deactivation, across a variety of enterprise systems and applications.
• Support access requests, user account provisioning, security group updates, distribution lists, and related account administration activities. 
• Handle escalated support cases, coordinate third-party escalations including Microsoft support when needed, and provide timely status updates. 
• Manage desktop imaging, deployment processes, device configuration, operating system support, and hardware installation for laptops, desktops, tablets, peripherals, and related equipment. 
• Install, configure, and troubleshoot devices and printers, including printer support using PrinterLogic software. 
• Administer and support mobile devices, including secondary cell phone support, cache resets, iOS and Android troubleshooting, and configuration of Android tablets as required. 
• Support asset management, software patching, Microsoft 365 configuration, remote access tools, and infrastructure rollout activities. 
• Assist with proactive communications to end users, including technology tips, service updates, and critical or high-priority incident notifications. 
• Generate reports such as SmartView utilizing Microsoft Dynamics GP. 
• Provide backup to the IT Help Desk and assist in emergency situations when they occur. 
• Maintain a visible and proactive presence with office end users by regularly asking questions, identifying potential support needs, and reinforcing a positive IT service experience. 
• Deliver exemplary customer service and maintain a high level of customer satisfaction. 
• Support others on the IT team as needed. 

EDUCATION/ SPECIAL LICENSES OR CERTIFICATION: 

• Bachelor’s Degree in IT, Computer Science, or relevant field. 

 EXPERIENCE: 

• 1-5 years of experience in delivering end-user IT support. 
• Experience with using Active Directory tools to manage user/computer objects. 
• Experience with ticket management, ticket triage, end-user assistance, remote access tools, device deployment, desktop imaging, and operating system support. 
• Experience with Active Directory managing Security Groups and Distribution lists. 
• Experience supporting access requests, user account provisioning, Microsoft 365 configuration, and related identity or account administration tasks. 
• Microsoft office suite includes email, word, excel, PowerPoint, Outlook, and Teams. 
• Experience supporting hardware installation, asset management, software patching, printers, mobile devices, and remote support tools. 
• Microsoft Dynamics GP (SmartView, Microsoft Bi, etc.). 
• Experience with PrinterLogix software, Microsoft support escalations, and troubleshooting printer or device-related issues is preferred. 
• PowerShell scripting experience is preferred. 
• General application support includes Microsoft Systems, VPN, iOS, Android. 

SKILLS: 

• Core technical skills include hardware installation, ticket management, end-user assistance, device configuration, deployment processes, user account provisioning, operating system support, asset management, software patching, Microsoft 365 configuration, remote access tools, and printer support. 
• PowerShell scripting experience is preferred. 
• Demonstrated ability to communicate clearly, document work accurately, troubleshoot effectively, and provide reliable client service. 

COMPETENCIES: 

• Strong interpersonal skills to work with people at all levels of the organization. 
• High level customer service skills with a focus on positive end-user relationships. 
• Emotional intelligence, patience, adaptability, and clear communication. 
• Analytical thinking, strong attention to detail, and effective troubleshooting skills. 
• Reliability, multitasking, time management, and sense of urgency. 
• Strong documentation habits and process awareness. 
• Collaboration skills and willingness to support team members during escalations, projects, and high-priority incidents. 
• Business acumen and ability to communicate technical information in a practical, user-friendly manner.