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 / AI Enablement / Enterprise Security
Deliverable
production ML models
Required skills
AI prompt engineering, Jira Automation, Slack bot configuration, endpoint troubleshooting, MDM management, Python/Bash scripting, knowledge base management
Preferred skills
CompTIA A+, ITIL Foundations
Technologies
macOS, Windows, Okta, Google Workspace, Jira, Intune, Kandji, NinjaOne
Responsibilities
Act as primary point of contact for internal employee IT issues via ticket submission, Slack, and in-person walk-ups; Build and maintain AI-driven self-service solutions; Provide L1/L2 support for endpoints and standard enterprise apps; Analyze ticket trends weekly using dashboards and AI-assisted reporting; Support employee onboarding and offboarding; Test and evaluate new AI tools, integrations, and workflows
Seniority
Senior, hands-on IC
