IT Support Analyst

Role Overview

The IT Support Analyst is responsible for delivering frontline technical support to end users globally, with a primary focus on desk‑side incident response for US‑based staff and Microsoft Entra  and access administration. This is a permanent, full‑time position on a small IT team, based in the US and working standard US business hours.

• Serve as the first point of contact for end‑user IT support requests via ticketing system, phone, or in person, responding to incidents throughout the day as they arise.
• Provide desk‑side support, physically assisting US‑based employees with hardware, software, and connectivity issues.

The primary measure of success in this role is reliable, responsive, hands‑on support for end users. The ideal candidate will have strong customer service orientation, solid troubleshooting skills, and a basic understanding of networking concepts.

• Working knowledge of Microsoft Entra  (Azure AD) user and group administration.
• Basic familiarity with Exchange Online administration (mailbox permissions, distribution lists, shared mailboxes).
• Familiarity with Microsoft 365 applications and basic administration.
• 2 plus years of experience in a help desk, desk‑side, or IT support role.
• Certifications such as CompTIA A+, Microsoft 365 Certified:
  Fundamentals, or similar preferred.
• Experience with a ticketing system (e.g., Service Now, Freshdesk, Tikit) preferred.

• Paid Time OFF (PTO) starting at 25 days
• Paid Holidays
• Medical, Dental and Vision Insurance
• 401k with Employer Match
• Group Life & Disability
• Health Spending Account Options
• Identity Protection
• Employee Assistance Program
• Travel Assistance Program
• Financial Wellness Program
• Tuition Reimbursement
• Parental Leave
• Referral Program
• Gym Membership Reimbursement