Dedicated Support Analyst
Core
Provide technical support and maintain client IT environments, resolving incidents for computers, mobile devices, printers, software, and network connectivity.
Role type
Senior IC IT Support Analyst
Builds
Stable IT operations and high-quality service experiences for end users
Domain
IT Services / Managed Services Provider (MSP)
Required skills
Active Directory administration, Microsoft 365 management, network troubleshooting, hardware/software installation and configuration, user onboarding/offboarding, ticketing processes, PSA system documentation, remote connectivity support, multi-OS support (Windows, macOS, Linux, iOS, Android)
Preferred skills
MSP experience, telephony configuration and troubleshooting, IT certifications (Microsoft, Cisco, CompTIA), Meraki MDM familiarity
Technologies
Active Directory, Azure AD, Microsoft 365, Exchange Online, OneDrive, Meraki MDM, Windows, macOS, Linux, iOS, Android, Cisco, Office 365, Cloud
Responsibilities
Provide phone and onsite technical support for client IT requests; diagnose and fix network issues from Wi-Fi problems to outages; install, configure, update, and troubleshoot hardware and software; manage user accounts, security groups, and permissions in Active Directory; handle user onboarding and offboarding; coordinate onsite visits and work with vendors; document interactions in PSA system; identify opportunities for new services or upgrades; participate in 24/7 on-call rotation for emergencies
Seniority
Mid-level, hands-on IC