IT Support Analyst I

About the Role:

The IT Support Analyst I provides first‑level technical support by managing the ticket queue, resolving user issues, and configuring new or replacement equipment. This role supports IT asset lifecycle activities, performs imaging and data recovery tasks, and assists with IT audits and efficiency improvements. The position works closely with the employees of Navia Benefits, team members, and ServiceDesk Manager, coordinates with vendors, maintains accurate ticket updates, and performs other duties to ensure smooth daily IT operations.

• Manage ticketing queue and projects.

• Configure equipment for New Hires & Replacement equipment.

• Coordinate and execute IT asset lifecycle activities from requisition through disposal.

• Assist with implementing IT efficiencies and self-service.

• Perform IT Audits/governance as needed.

• Perform imaging, encryption, data recovery, and backups.

• Maintain a clean and organized workspace.

• Assist with management of hardware and software.

• Reviews, updates, and maintains tickets until they are closed.

• Works closely with the IT Support Analyst II’s and ServiceDesk Manager.

• Communicate effectively with management and internal teams.

• Perform other related duties as assigned.

Skills:

• Windows 11 and MS OS knowledge and working knowledge of MS Office applications

• Bitlocker

• ManageEngine imaging, ADManager, AssetExplorer

• Ticketing systems (JitBit)

• Active Directory

• O365

• MS Teams

• Amazon Connect

Physical Requirements:

• Ability to work in a fast-paced, occasionally noisy environment.

• Must be able to walk/ sit for at least 8 hours or more (Majority of shift is spent sitting).

• Must be able to speak and hear, lift and carry up to twenty-five pounds (25 lbs.) or occasionally more.

• Requires all forms of dexterity and mobility throughout the shift.

• Occasionally required to reach with hands and arms, sit climb or balance, stoop, kneel, crouch or crawl.

• Must be able to manage a team effectively.

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral, depth perception and the ability to adjust focus.

• Must be able to travel to do equipment setups at local branches if requested.

• CompTIA A+

• CompTIA ITF+

• CompTIA Network+

• CompTIA Security+

• Microsoft 365 Certifications – Fundamentals MS-900