It Support Analyst

The IT Support Analyst provides front-line technical support for end users across multiple locations while supporting core infrastructure technologies including Microsoft 365, Active Directory, Intune, VMware, AWS, networking components, and endpoint devices.

This position works closely with local and global IT teams to resolve technical issues, support onboarding and offboarding activities, administer endpoint devices, and participate in infrastructure projects. The role is highly visible within the organization and requires strong customer service, communication, and troubleshooting skills.

• Provide technical support for desktops, laptops, mobile devices, printers, videoconferencing systems, and peripheral equipment.
• Troubleshoot and resolve hardware, software, operating system, and network connectivity issues.
• Respond to, document, and resolve IT service tickets in accordance with established service levels.
• Escalate complex issues to appropriate teams when necessary.
• Perform root cause analysis and implement preventative solutions to reduce recurring issues.
• Create and maintain end-user documentation and knowledge base articles.

• Configure and deploy laptops, desktops, and mobile devices.
• Perform workstation imaging, setup, and refresh activities.
• Manage endpoint devices through Microsoft Intune.
• Perform hardware replacements and upgrades as needed.
• Support printer and label printer deployment, maintenance, and troubleshooting.

• Create, modify, and disable user accounts.
• Support employee onboarding, offboarding, and access management processes.
• Manage users, groups, and permissions in Active Directory.
• Assist with identity and access management initiatives.

• Support Microsoft 365 Services Including Outlook, Teams, One Drive, SharePoint.
• Assist with email administration, collaboration tools, spam filtering, and mobile device management.
• Ensure availability and performance of collaboration platforms through preventative maintenance and troubleshooting.

• Assist with administration and support of VMware environments.
• Support AWS cloud technologies and related infrastructure.
• Monitor and troubleshoot network and server-related issues.
• Participate in infrastructure upgrades, deployments, and technology improvement initiatives.

• Execute assigned IT projects and technology initiatives.
• Assist with system implementations and hardware rollouts.
• Follow change management, security, and compliance procedures.
• Maintain accurate technical documentation, procedures, diagrams, and policies.

• 3+ years of IT support, infrastructure support, or systems administration experience.
• Experience supporting Windows-based desktop and laptop environments.
• Experience with Microsoft 365 administration and user support.
• Experience working with Active Directory user and group management.
• Strong troubleshooting skills across hardware, software, and networking technologies.
• Experience with endpoint deployment and device management.
• Excellent verbal and written communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

• Experience administering Microsoft Intune.
• Experience with VMware ESXi or similar virtualization platforms.
• Familiarity with Amazon Web Services (AWS).
• Experience supporting manufacturing or industrial environments.
• Knowledge of ITIL-based service management practices.
• Microsoft, VMware, or Fortinet certifications.
• Fluency in English and Mandarin Chinese preferred.

• IT Support Analyst
• Infrastructure Support Analyst
• Systems Support Specialist
• Desktop Support Engineer
• Help Desk Analyst II/III
• Technical Support Engineer
• Client Support Specialist
• Infrastructure Engineer (Junior to Mid-Level)

You Will Thrive In This Role If You

• Enjoy solving technical problems and helping users.
• Can balance ticket-driven support with project work.
• Take ownership of issues from diagnosis through resolution.
• Communicate effectively with both technical and non-technical users.
• Are eager to learn new technologies and continuously improve processes.

Support, Troubleshooting, Desktop, Help desk, Active directory, Help desk support, Technical support

Support,Troubleshooting,Desktop,Help desk

n/a

Intermediate Level

This is a…