IT Support Analyst

This position is an active supporter of First Service Residential philosophies and culture to staff, clients, and community that advances the First Service Residential brand in terms of image, reputation, differentiation, and professionalism. As an IT Analyst, primary functions include supporting end user technology and maintain 100% availability of all IT related systems and software to give Regional Offices and On-Site Locations competitive advantage, improved profitability and provide exceptional customer service.

This position will support our Bloomington and Minneapolis corporate offices.

• Provide first and second-level IT support to end users, troubleshooting hardware, software, and network issues.
• Manage the maintenance and lifecycle of IT hardware and software, including asset tracking and device refresh initiatives.
• Deploy, configure, and maintain IT systems, including workstations, network equipment, and mobile devices.
• Support and administer cloud-based platforms and applications such as SharePoint, One Drive, Teams Phone/Room Conferencing, and the company intranet.
• Manage user accounts, permissions, and access control across various IT systems, with proficiency in Active Directory and Microsoft Entra .
• Administer and support Microsoft Intune for mobile device management (MDM) and endpoint configuration.
• Maintain and troubleshoot SharePoint Online sites, permissions, and document libraries.
• Utilize remote support tools (e.g., Go To Resolve , Manage Engine) to resolve technical issues.
• Support Citrix environments including desktops, applications, and VPN access.
• Apply basic knowledge of Cisco Meraki, firewalls, and other network appliances to assist with network support.
• Perform system administration tasks, including managing servers that support market operations such as print servers, file servers, and application servers.
• Create, maintain, and update IT documentation, including SOPs, asset inventories, network diagrams, and user guides.
• Conduct user training sessions and provide guidance on IT tools and cybersecurity awareness.
• Assist with new hire onboarding and IT orientation, ensuring timely setup of IT resources and accounts.
• Participate in regional and national IT initiatives and projects, collaborating with internal teams and external vendors.
• Manage small to medium-sized IT projects, including planning, execution, and delivery, ensuring alignment with organizational goals and timelines.
• Support IT compliance efforts, including audits, risk assessments, and policy enforcement.
• Monitor and respond to Network and Security Alerts.
• Collaborate with internal teams and external vendors to implement and lead small size projects and organization initiatives.
• Effectively communicate with team members, associates, and leadership regarding task-relevant information.
• Document all work in the Service Desk system promptly, accurately, and with sufficient detail, ensuring follow-up until resolution, and complete all tickets assigned.
• Active Directory/Microsoft Entra:
  Manage user accounts, assign and remove permissions, reset passwords, create and disable accounts, and manage MFA.
• Collaborate closely with regional and national IT teams to align technology initiatives, ensure consistent standards, and support enterprise wide infrastructure and systems integration.

• Minimum of 2-4 years of experience in IT support, systems administration, or a similar role.
• Combination of Associate's Degree and/or IT related certifications (Microsoft, CompTIA, Cisco) in related field desirable.
• Active CompTIA A+, Network+, or Security+.
• Valid State Driver's License.
• Strong knowledge of Windows operating systems, Active Directory, and Office 365.
• Familiarity with IT security principles, firewalls, antivirus software, and endpoint protection.
• Technical skills and experience in Local and Wide Area Networks.
• Highly motivated with the ability to work independently.
• Strong troubleshooting skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non‑technical users.
• Excellent customer service skills and a user‑focused approach to IT support.

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