IT Support Analyst

Position Summary:

The Support Analyst ensures the reliable operation of IT systems by resolving escalated incidents and service requests, supporting end users, and participating in IT projects. This role also performs routine IT administrative functions while actively contributing to their automation. The position emphasizes strong technical support experience, effective troubleshooting, workflow improvement, proactive communication, and comprehensive documentation. 

Responsibilities:

The Support Analyst is responsible for the following:

• Escalated End-User Support & Service Delivery
  • Provide advanced support for escalated incidents and service requests via the ITSM platform, chat, phone, remote management and in person as needed.
  • Serve as an escalation point for complex technical issues, coaching and mentoring team members as needed.
  • Maintain clear, accurate, and complete documentation for all incidents and requests.
  • Participate in a rotating after‑hours on‑call schedule and provide on‑site support at offices or job sites when required.

• Troubleshooting and Technical Problem Resolution
  • Diagnose and resolve software, hardware, application, and connectivity issues, including recurring and high‑impact problems.
  • Support endpoint devices and ensure compliance with configuration, security, and governance standards.
  • Monitor systems and applications to identify performance issues and proactively recommend improvements.
  • Maintain working knowledge of enterprise platforms, department‑specific business applications, and network fundamentals.

• IT Administration & Access Management
  • Perform IT administrative functions such as:
  • User onboarding and offboarding
  • Account creation, modification, suspension, and removal
  • Application licensing and access provisioning
  • Hardware specification, testing, deployment, and lifecycle support
  • Validate access requests against role‑based access standards, approvals, and audit requirements.
  • Execute onboarding and offboarding processes accurately to ensure secure and timely access.

• Automation, Workflow, & Project Support
  • Participate in IT projects, including hardware refreshes, software upgrades, and platform enhancements.
  • Assist with the design, implementation, maintenance, and support of automated workflows and administrative processes.
  • Continuously identify opportunities to improve efficiency, reliability, and consistency through automation and process optimization.

• Site Commissioning
  • Oversee Site Startups, Moves and Shutdowns including hardware procurement and broadband services.
  • Build and maintain Site Job Boards
  • Coordinate network refreshes

• Training and Documentation
  • Develop, maintain, and update standard operating procedures (SOPs), FAQs, and internal knowledge documentation.
  • Provide end‑user training and guidance on IT systems, tools, and best practices, including Microsoft productivity tools and core business applications.
  • Lead or support training sessions for support team members to improve technical skills and process adherence.
  • Promote knowledge sharing and documentation standards across the support organization.

Education & Certification:

•              Bachelor’s degree in Business, Information Technology, Computer Science, Engineering, or a related field preferred.

•              Certifications such as CompTIA A+ or ITIL preferred.

Experience:

    •         3-5 years of related experience in an IT role

    •         Experience with IT workflow improvement, scripting, automation preferred

Required Skills and Competencies:

•              Technical Proficiency: Strong experience with ITSM systems, SaaS platforms, mobile and desktop operating systems, networking technologies, Microsoft productivity tools, automation platforms, and scripting.

•              Problem Solving: Advanced troubleshooting and diagnostic skills for software and hardware.

•              Communication: Clear and effective verbal and written communication skills.

•              Interpersonal Skills: Adaptable, detail-oriented, and able to work effectively in fast-paced environments.

•              Personal Attributes: High ethical standards, strong decision-making ability, and a sense of urgency and accuracy.

Work Environment and Physical Demands:

·         Hybrid work environment with a mix of in-office and remote work.

·         Regular in-office user support shifts and regular visits to job sites throughout our footprint

·         Job sites may include outdoor and construction environments with uneven terrain.

·         Regular use of office equipment and mobility throughout workspaces is required.

·         Effective verbal and auditory communication is required across multiple channels.

Travel Requirements:

•              Regular travel to office locations and work sites within the company’s footprint. Overnight travel may occasionally be required.