Pl Analyst Support

As part of the IT Workplace & End User Services team, you will play an important role in delivering reliable, secure, and user-centric technology services across the enterprise. The team is responsible for ensuring employees have access to modern workplace tools, collaboration platforms, endpoint technologies, and support services that enable productivity and business continuity. 

As an Pl Support Analyst, you will be responsible for supporting and administering Microsoft 365 services, endpoint devices, identity and access management, ServiceNow processes, and workplace technologies. You will troubleshoot complex incidents, coordinate with vendors and internal IT teams, support technology projects, and contribute to service improvements across the organization.

In this role, you will operate with a high degree of independence while collaborating closely with Infrastructure, Security, Service Desk, and business stakeholders to ensure service quality and operational excellence.

• Provide Level 2 support for workplace technologies, applications, and endpoint devices. 


• Manage incidents, service requests, and problem tickets through ServiceNow. 


• Investigate and resolve escalated technical issues related to Microsoft 365 services. 


• Administer user accounts, permissions, groups, and access policies in Active Directory and Azure AD / Entra ID. 


• Support Microsoft Teams, SharePoint Online, OneDrive, Outlook, and Exchange Online administration. 


• Perform device lifecycle activities, including provisioning, deployment, replacement, and retirement. 


• Support Azure Virtual Desktop (AVD) environments where applicable. 


• Administer endpoint management solutions, including Microsoft Intune. 


• Support mobile device management and endpoint compliance initiatives. 


• Coordinate and execute hardware refresh and technology deployment programs. 


• Troubleshoot network connectivity issues and collaborate with Infrastructure teams on resolution activities. 


• Manage and support printing services and workplace collaboration technologies. 


• Create, update, and maintain Knowledge Base articles and technical documentation. 


• Participate in project implementations, migrations, and technology transformation initiatives. 


• Coordinate vendor activities and track service provider performance. 


• Identify opportunities for automation and process improvement. 


• Participate in on-call support rotations as required. 


• Ensure adherence to security, compliance, change management, and operational governance standards. 


• Support onboarding and offboarding activities, including account management and equipment logistics. 

Education

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related discipline.


• Equivalent combination of education and relevant experience may be considered.

Experience

• 3-5 years of experience in IT Support, Workplace Services, Infrastructure Operations, or End User Services.


• Experience supporting enterprise-scale environments and business users.


• Experience working within ITIL-based service management environments.

Qualifications

• Strong knowledge of Microsoft 365 technologies, including Teams, Outlook, SharePoint, OneDrive, and Exchange Online.


• Good understanding of Active Directory and Azure AD / Entra ID administration.


• Experience supporting Microsoft Intune and endpoint management solutions.


• Working knowledge of Windows operating systems and workplace endpoint support.


• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and switching concepts.


• Experience with ServiceNow, including Incident, Request, Knowledge, and Asset Management modules.


• Familiarity with PowerShell scripting and automation concepts is desirable.


• Experience with Azure Virtual Desktop and cloud-based workplace technologies is a plus.


• Knowledge of endpoint security technologies, encryption, and MFA solutions.

Professional Skills

• Strong problem-solving and analytical thinking skills.


• Excellent customer service and stakeholder management capabilities.


• Effective verbal and written communication skills.


• Ability to manage multiple priorities in a fast-paced environment.


• Strong documentation and organizational skills.


• Ability to work independently while maintaining strong collaboration across teams.


• Continuous improvement mindset with a focus on operational excellence.


• Fluent English preferred; Spanish and/or Portuguese is highly desirable.