Support Analyst

Job Description Summary

We are looking for a motivated and detail-oriented Support Analyst to serve as the first point of contact for our associates’ technology needs. In this role, you will own the full lifecycle of Tier 1 help desk requests while also taking on hands-on responsibilities that keep our offices running smoothly - from configuring laptops and supporting meetings to monitoring network performance and helping to maintain our security posture.

If you thrive on variety, take pride in reliable infrastructure, and communicate clearly across teams and all levels of an organization, this role is for you.

Job Description

• Serve as the primary point of contact for all Tier 1 help desk requests, triaging and resolving issues via phone, email, chat, and in person.
• Monitor support queues to ensure tickets are acknowledged, prioritized, and resolved within SLA targets.
• Provide hands-on technical support for associate computers and printers, including hardware, software, and break/fix issues.
• Support onboarding for new associates, including account setup, device provisioning, and orientation to IT resources.
• Resolve complex technical issues related to Wi-Fi, internet connectivity, and network performance, and proactively flag recurring problems with suggested solutions.
• Document common issues and their resolutions in internal knowledge base to enable faster future support.

Hardware, Inventory & Asset Management

• Install, configure, and maintain company IT equipment.
• Prepare and configure laptops for interviewees, ensuring a consistent and professional candidate experience.
• Maintain adequate device inventory across all organizations, including tracking, staging, and refreshing equipment.
• Assist in gathering equipment quotes and supplies as needed.
• Coordinate e-waste recycling in compliance with organizational and regulatory requirements.

Meeting & AV Support

• Provide daily on-site support for meetings, including AV setup, troubleshooting, and equipment readiness.
• Perform daily checks on TVs, conferencing and digital signage devices, and related display infrastructure to confirm proper operation.

Network & Security Operations

• Monitor Meraki network performance dashboards, proactively identifying and escalating anomalies or degraded performance.
• Perform daily review of email quarantine, releasing legitimate messages and flagging patterns for escalation.

Strategic & Administrative

• Stay current on the IT market, including emerging technologies, best practices, AI adoption and other industry trends.
• Perform other related tasks as assigned.

• Strong organizational, communication, and interpersonal skills.
• Able to organize work effectively, conceptualize and prioritize objectives, and exercise independent judgment based on an understanding of organizational policies and activities.
• Strong problem-solving and analytical thinking skills.
• Technical capacity and aptitude for learning new systems quickly.
• Patient, resourceful, and responsive - dependable under pressure.
• Proven ability to assess, prioritize, and resolve a number of diverse support requests based on urgency and complexity in a fast-paced environment.
• Practice a high level of confidentiality and professional ethics.

Required

• 1 - 3 years of experience in a help desk, desktop support, or IT support role.
• Strong working knowledge of operating systems including Windows 10/11, macOS and iOS.
• Experience administering user accounts in Microsoft 365/Azure.
• Experience troubleshooting a wide variety of hardware and software issues.
• Proficiency in the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Strong written and verbal communication skills; able to explain technical issues to non-
• technical users.
• Ability to…