IT Support Analyst

Description

The IT Support Analyst provides technical support for Rainbow Energy Center employees and approved contractors. This position receives documents, troubleshoots, resolves, and escalates technology incidents and service requests from initial contact through completion. Responsibilities include employee devices, Microsoft 365, approved applications, user access, endpoint security, technology assets, documentation, and technology projects. The position works with employees, IT team members, vendors, and business partners to maintain reliable and secure technology services.

• Receive and manage incidents and service requests through the ticketing system, email, telephone, remote-support tools, and walk-up requests.
• Troubleshoot computers, mobile devices, printers, peripheral equipment, Microsoft 365, account access, connectivity, and approved applications.
• Maintain ownership through resolution, escalation, or formal transfer; document work and communication status, next steps, workarounds, and resolution.
• Prioritize work based on business impact, urgency, safety, and security risk; identify recurring issues and recommend lasting improvements.

• Install, configure, deploy, replace, and maintain approved computers, mobile devices, printers, peripheral equipment, Windows, Microsoft 365, and collaboration tools.
• Assist with passwords, multifactor authentication, account access, remote access, and Microsoft 365 services.
• Maintain workstation configurations; deploy applications, operating system updates, security updates, and endpoint changes.
• Support Microsoft Intune or other approved endpoint management tools and coordinate technology readiness for new hires, transfers, role changes, and departures.

• Process approved additions, changes, and removals of network, application, email, shared-resource, and remote-access permissions.
• Follow least-privilege requirements and maintain records of access requests, approvals, reviews, and completed changes.
• Maintain assigned endpoint security controls; report suspected incidents, unauthorized access, suspicious messages, lost equipment, and policy concerns.
• Review assigned vulnerability and product notifications, complete approved actions, and protect credentials, confidential information, and administrative access.

• Maintain inventory and lifecycle records for assigned hardware, software, subscriptions, licenses, maintenance agreements, and warranties.
• Coordinate refreshes, repairs, replacements, returns, recycling, and disposal; assist with purchasing requests and physical inventory reviews.
• Ensure company information is removed before equipment reassignment or disposal and report unsupported, unapproved, or improperly licensed software.
• Create and maintain procedures, checklists, knowledge articles, configuration records, and employee instructions in approved locations.

• Participate in incident, request, problem, change, asset, and knowledge-management activities.
• Support technology changes through planning, testing, communication, implementation, documentation, and follow-up.
• Participate in projects, product evaluations, pilot programs, deployments, equipment refreshes, and process improvements.
• Complete assigned work within established schedules, communicate risks and delays, and transfer knowledge to other IT team members.

• Participate in the IT on-call rotation and provide telephone, remote, or on-site assistance outside normal working hours when required.
• Assist with incident response, business continuity, disaster recovery, service restoration, exercises, and post-incident reviews.
• Immediately escalates matters involving safety, cybersecurity, plant operations, regulatory concerns, widespread disruption, or significant business impact.

The IT Support Analyst resolves issues within assigned permissions, documented procedures, and technical responsibilities. The analyst remains responsible for communication, documentation, and follow-up until the issue is resolved, formally transferred, or closed.

• Escalate work requiring access, approval, expertise, or authority not assigned to the position.
• Escalate issues involving infrastructure, enterprise applications, cybersecurity platforms, physical security systems, or plant operational technology outside assigned…