Support Analyst

Role Overview

We are seeking a skilled and customer-focused Business Analyst cum End User Support Level 2 Technician to gather, analyze, and document business requirements and provide advanced technical support to users within the organization.

Gather, analyze, and document business requirements, analyze current business processes, identify improvement opportunities, resolve escalated issues, troubleshoot hardware and software problems, support IT systems, and ensure seamless technology operations for end users.

This role involves working with cross-functional teams and business stakeholders, identifying business process improvement and digital transformation initiatives, and providing support for Windows, macOS, Microsoft 365, and other enterprise applications.

• Associate’s or Bachelor’s degree in Business, Information Technology, Computer Science, or related field (or equivalent experience)
• 3-5 years of experience in IT support or help desk role, with at least 1 year at L2 level
• 3+ years of experience in business analysis or a similar role
• Business process improvement and digital transformation initiatives
• Working with cross-functional teams and business stakeholders
• Strong knowledge of Windows and macOS environments
• Experience with Active Directory, Microsoft 365, and remote desktop tools
• Familiarity with ITIL practices and ticketing systems (e.g., Service Now, Cherwell)
• Excellent problem-solving and customer service skills
• Ability to prioritize and multitask in a fast-paced environment

• health insurance paid time off retirement planlearning budgetparental leavewellnessvisa/relocationremote flexibilitystipendsbonus/commission paid holidays