IT Support Analyst
Core
Front-line IT support analyst triaging, resolving, and escalating technical tickets for end-users across multiple global offices.
Role type
Junior IT Support Analyst (Help Desk)
Builds
IT service management processes and user support workflows
Domain
Corporate IT / Medical Isotope Manufacturing
Deliverable
client delivery
Required skills
ticket triage and resolution, user access management, password reset and MFA support, MDM device enrollment, hardware/software troubleshooting, network fundamentals (DNS, DHCP), ITIL concepts, written and verbal communication in English
Preferred skills
ITIL 4 Foundation certification, Microsoft 365 Certified: Fundamentals (MS-900), knowledge of German, Portuguese, or Spanish
Technologies
Freshservice, Active Directory, Entra, IAM tools, Microsoft 365, Office 365, Cloud
Responsibilities
Triage, categorize, and resolve support tickets in Freshservice; manage user access requests and account lifecycle tasks in IAM tools and Active Directory/Entra; handle password resets, MFA support, and MDM device enrollment; provision and troubleshoot common business applications; diagnose and resolve hardware, software, and network connectivity issues for end-user devices; coordinate vendor support for device-related issues; maintain distribution lists and shared mailbox access; provide front-line customer service and set expectations with users; support Valencia and Burbank offices onsite and remote support for sites in Georgia and Massachusetts.
Seniority
Junior, hands-on IC
