IT Support Analyst
Core
IT Support Analyst leading with AI to resolve employee issues and drive down ticket volume through intelligent automation and self-service.
Role type
Senior IC IT Support Analyst (AI Enablement)
Builds
AI-driven self-service solutions, automation rules, and knowledge base articles
Domain
IT Operations / Cloud Security / AI Enablement
Deliverable
production ML models | product features | dashboards & analysis
Required skills
macOS/Windows troubleshooting, enterprise tools (Okta, Google Workspace, Jira), endpoint management (Intune, Kandji, NinjaOne), automation scripting (Python/Bash/no-code), AI tooling proficiency
Preferred skills
CompTIA A+, ITIL Foundations, network/security certifications
Technologies
Slack, Jira, Okta, Google Workspace, Intune, Kandji, NinjaOne
Responsibilities
Act as primary point of contact for internal IT issues via ticket, Slack, and walk-ups; Build and maintain AI-driven self-service solutions and automation rules; Identify high-volume tickets and leverage AI to eliminate them at the root; Own knowledge base quality using AI tools; Provide L1/L2 support for endpoints and standard enterprise apps; Troubleshoot hardware, software, and network connectivity issues; Support employee onboarding and offboarding; Analyze ticket trends using dashboards and AI-assisted reporting; Participate in problem management to root cause recurring issues; Test and evaluate new AI tools and workflows.
Seniority
Mid-level, hands-on IC