IT Analyst

Position Overview

We are looking for an IT Analyst to join our team as the primary point of contact for day-to-day technical support. In this role, you will diagnose, troubleshoot, and resolve hardware, software, and network issues for our end users.

This is an entry-level to early-career position ideal for someone with strong technical curiosity, great customer service skills, and a knack for clear communication.

DUTIES AND RESPONSIBILITIES

End-User Support & Help Desk

• Serve as the first line of contact for incoming technical support requests via ticketing system, email, and phone.
• Log, classify, prioritize, and track all support tickets through resolution or appropriate escalation.
• Walk end users through step-by-step problem-solving procedures in a patient, approachable manner.

Systems & Access Management

• Perform basic user account management in Active Directory and Microsoft 365 (creations, password resets, group memberships, and permission updates).
• Configure, deploy, and maintain desktop hardware, laptops, monitors, mobile devices, and peripherals.
• Install, update, and troubleshoot core software applications (Microsoft 365, VPN clients, security tools, and role-specific software).

Network & Infrastructure Maintenance

• Assist with basic local network troubleshooting (Wi-Fi connectivity, Ethernet connections, IP configuration).
• Support office peripheral equipment, including network printers, desk phones, and conference room AV setups.
• Document system changes, recurring issues, and resolution steps in the internal knowledge base.