IT Support Analyst
Listed on 2026-02-16
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IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
IT Support Analyst
Location: Grand Rapids, MI | Hybrid
Compensation: $50,000-$55,000
Benefits: Comprehensive health coverage, 401(k) with match, PTO, and additional employee benefits.
About the Role:
The IT Support Analyst is the first point of contact for internal users seeking assistance with hardware, software, network access, security, printers, conference room technology, and general application support. Support requests may come through phone, email, chat, walk‑ins, or the support portal, and all must be logged and tracked. The role is responsible for diagnosing and resolving issues when possible or escalating them appropriately.
This position supports day‑to‑day IT operations, contributes to internal documentation, and collaborates with the broader technology team. It is well‑suited for someone who communicates effectively, enjoys problem‑solving, and works well in a professional services environment.
Key Responsibilities of the IT Support Analyst:
Serve as the primary contact for incoming technical support requests across all communication channels.
Log, track, summarize, and close tickets in the ticketing system following established procedures.
Monitor daily incident queues and follow up on unresolved tickets.
Document solutions and contribute to the internal knowledgebase.
Provide timely, professional responses to support requests.
Use remote management tools for patching, scripting, and troubleshooting.
Travel to other offices as needed for in‑person support.
Assist in training new support staff and educating team members on the ticketing system.
Collaborate with IT staff on projects and operational initiatives.
Preferred Experience of the IT Support Analyst:
Associate’s degree in a computer‑related field or equivalent experience.
Technical support background paired with customer service experience.
Experience in a professional services or legal environment.
Experience contributing within or supporting small teams.
Knowledge, Skills & Abilities of the IT Support Analyst:
Proficiency with Windows operating systems, Chrome, Edge, and Microsoft Office Suite.
Understanding of computer hardware and peripherals including printers, webcams, and keyboards.
Ability to configure and troubleshoot basic technical settings such as sound, video, and display.
Helpful familiarity with applications such as Intapp Timekeeping, iManage, Litera Change Pro/Metadact, Kofax Power PDF, Camtasia, Captivate, and Click Up.
Strong communication and interpersonal skills, ability to prioritize, attention to detail, follow‑through, and enthusiasm for learning.
#LI-HM1 #INFEB
2026
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