IT Support Analyst

Key Responsibilities

• Provide day-to-day desktop support for end users (hardware, software, and network issues)
• Manage and support Active Directory (user accounts, group policies, permissions)
• Respond to and resolve tickets using Freshdesk (or similar ticketing system)
• Support IT operations across multiple sites in the US, Canada, and Mexico
• Install, configure, and maintain desktops, laptops, printers, and peripherals
• Troubleshoot Windows OS, Microsoft 365, and common enterprise applications
• Assist with onboarding/offboarding of employees (account setup, device provisioning)
• Coordinate with network and infrastructure teams for escalations
• Maintain documentation for IT procedures and support processes
• Ensure compliance with IT policies and security standards

• 2–5+ years of experience in desktop support / IT support
• Strong experience with Active Directory (user management, GPOs)
• Experience with a ticketing system (Freshdesk preferred)
• Solid knowledge of Windows 10/11, Microsoft
  365, and basic networking
• Experience supporting multiple locations or remote users
• Strong troubleshooting and problem‑solving skills
• Excellent communication skills (ability to support non‑technical users)

• Experience supporting international users (US, Canada, Mexico)
• Familiarity with VPNs, remote tools, and endpoint management systems
• Basic networking knowledge (TCP/IP, DNS, DHCP)
• IT certifications (CompTIA A+, Network+, Microsoft certifications) are a plus
• Bilingual (English/Spanish) is a plus

• Ability to support users across different time zones
• Occasional travel may be required
• On‑call or after‑hours support as needed