Support Analyst

Description

The Support Analyst supports the configuration, maintenance, troubleshooting, and reliability of end-user devices, local networks, servers, Microsoft 365, Azure, other SaaS/cloud applications, and customer-facing MSP environments.

This role provides hands-on technical support for desktops, laptops, mobile devices, Microsoft 365, SharePoint, Active Directory, Azure, other SaaS/cloud applications, local servers, and basic network infrastructure. The Support Analyst also performs onsite support for MSP customers, assists with equipment deployments, replaces hardware, supports Field Technicians and Customer Service, and helps maintain the functionality and data integrity of supported systems and networking equipment.

This position requires strong customer service, practical troubleshooting skills, documentation discipline, and the ability to support both internal users and customer environments in the field.

• Reliable support for internal and external users, along with MSP customers across devices, systems, cloud services, and networks
• Desktops, laptops, mobile devices, user accounts, and applications that are configured securely and consistently
• Customer site visits, hardware replacements, equipment installs, and service requests completed professionally
• Microsoft 365, SharePoint, Active Directory, Azure, and other SaaS/cloud applications supported effectively
• Local networks, servers, routers, switches, firewalls, and managed devices maintained and escalated appropriately
• Field Technicians, Customer Service, and senior technical staff supported with clear communication and follow-through
• Accurate documentation of assets, configurations, support actions, site work, and escalation details
• Strong adherence to security, access control, patching, disaster recovery, and operational procedures

• Embody and reinforce the company's ASCEND principles:
  Accountable, Solutions-Oriented, Curious, Empowered, Nimble, and Data-Driven
• Support secure, reliable, scalable, and well-documented technology platforms
• Follow established standards for configuration, documentation, monitoring, security, change control, and escalation
• Proactively identify technical debt, recurring issues, infrastructure risks, and opportunities for improvement
• Partner with Operations, Support, Field Services, Customer Service, vendors, and customer stakeholders
• Balance speed and stability by using tools, automation, and standard processes where they reduce risk and improve supportability
• Maintain a mindset of continuous improvement, technical curiosity, and professional ownership

• Set up, install, configure, maintain, and troubleshoot standardized desktop and laptop hardware
• Support operating systems, business applications, printers, peripherals, mobile devices, and user-facing technology
• Troubleshoot desktop/laptop software, hardware, connectivity, account, and access issues
• Maintain and upgrade iPhone and Android devices for business users
• Support Microsoft 365, SharePoint, Exchange-related services, Teams, One Drive, and related collaboration tools
• Assist with user onboarding, device replacement, asset tracking, and endpoint lifecycle activities

• Configure and maintain local servers, cloud-based servers, Azure services, and related cloud infrastructure
• Manage and support Active Directory, Entra , user accounts, groups, permissions, and access requests
• Administer and support Microsoft 365, Azure, and other third-party SaaS applications, including user provisioning/deprovisioning, license management, SSO/MFA, and vendor coordination
• Support patching, endpoint security, access control, backup, and disaster recovery procedures
• Assist in planning disaster recovery procedures, including the annual drill
• Conduct product research, gather pricing, place orders, and recommend equipment or technology improvements

• Configure, maintain, deploy, and monitor active networking hardware under established standards
• Support local area networks, routers, switches, firewalls, wireless devices, and similar networking gear
• Maintain the functionality, availability, and data integrity of supported network hardware
• Install and configure routers and network equipment both in-house and at customer sites
• Run cables, wrap wire, label equipment, and assist with physical installation work
• Escalate complex network, server, security, or cloud issues with clear troubleshooting notes and impact details

• Provide onsite and remote technical support for MSP customer environments
• Perform customer site visits for hardware replacement, equipment installation, troubleshooting, service validation, and follow-up work
• Support customer desktops, laptops, mobile devices, routers, switches, firewalls, wireless equipment, cloud…