IT Technical Support Analyst

• Serve as the primary onsite technical support resource for the Raleigh office and provide remote support across FMI
• Troubleshoot hardware, software, Windows, Microsoft 365, mobile devices, printers, peripherals, and conference room technology
• Manage support requests in Halo ITSM from intake through resolution, maintaining accurate documentation and user communication
• Deploy, configure, maintain, and troubleshoot Windows laptops and endpoint devices using Microsoft Intune
• Provision user accounts, permissions, Microsoft 365 access, and other technology resources
• Support employee onboarding and offboarding, including workstation setup, account provisioning, equipment deployment, and asset recovery
• Configure and support Apple iPhones and other mobile devices
• Maintain hardware inventory, asset records, and device lifecycle documentation
• Provide responsive and professional support to executive leadership
• Maintain technical documentation, knowledge base articles, and standard operating procedures
• Escalate complex infrastructure, networking, identity, server, and security issues while maintaining ownership and keeping users informed
• Collaborate with IT team members to provide consistent support across FMI
• Identify recurring issues and recommend improvements to support processes and operational efficiency
• Follow FMI security policies, operational standards, and confidentiality requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred
• Equivalent education, experience, or certifications will be considered
• 3 to 5 years of professional desktop or end user technical support experience in a Windows-based environment
• Experience supporting Microsoft 365 and using an IT service management or ticketing platform
• Experience with endpoint deployment, device management, and user account administration
• Strong troubleshooting, customer service, communication, and organizational skills, including the ability to explain technical information to nontechnical users
• Ability to work independently and collaborate with a geographically distributed IT team
• Professionalism, discretion, sound judgment, and ability to handle confidential information
• Experience supporting executive leadership preferred
• Experience with Microsoft Intune and endpoint management preferred
• Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft 365 Fundamentals, Azure Fundamentals, or Microsoft Endpoint Administrator Associate preferred
• Must be legally authorized to work in the United States on a full-time basis
• Visa sponsorship is not available

Demonstrates expertise in providing technical support for Windows-based environments, including troubleshooting hardware and software issues, managing user accounts, and deploying endpoint devices. Proficient in maintaining documentation and collaborating with IT teams to enhance operational efficiency and support processes.

• Windows Technical Support
• Microsoft 365 Support
• Endpoint Management
• Microsoft Intune
• Customer Service

• Troubleshooting
• Device Management
• User Account Administration
• Hardware Support
• Software Support
• Technical Documentation
• Asset Recovery
• Conference Room Technology
• Mobile Device Support
• IT Service Management

• Communication
• Organizational Skills
• Professionalism
• Discretion
• Judgment

• CompTIA A+
• Network+
• ITIL Foundation
• Microsoft 365 Fundamentals
• Azure Fundamentals
• Microsoft Endpoint Administrator Associate

• Technical Support
• End User Support
• Onboarding
• Offboarding
• Asset Management
• Security Policies
• Operational Standards
• Confidentiality Requirements

• Halo ITSM
• Microsoft 365
• Microsoft Intune
• Apple iPhones
• Windows Laptops