IT Support Analyst

IT Support Analyst

Location: Hybrid - 3 days per week in Washington DC (Federal Triangle)

$70,000.00/yr - $80,000.00/yr

The IT Support Analyst will provide hands‑on technical assistance within a distributed, international organization. This position supports a diverse user base across multiple regions and time zones, delivering reliable, high‑quality IT services for both in‑office and remote staff. Success in this role requires strong problem‑solving skills, a service‑oriented approach, and the ability to work collaboratively within a global technology function.

• Serve as a primary point of contact for day‑to‑day technical support issues, handling both first‑ and second‑level requests.
• Respond to and resolve support inquiries through various channels, including ticketing systems, email, phone, and face‑to‑face interaction.
• Configure, troubleshoot, and maintain end‑user equipment such as laptops, desktops, peripherals, and mobile devices.
• Provide support for collaboration and conferencing tools, including virtual meeting platforms and room‑based technology.
• Log, manage, and close support requests in accordance with established service standards and SLAs.
• Maintain accurate records of IT assets, including onboarding, offboarding, and equipment lifecycle processes.
• Assist with system monitoring, compliance with internal technology policies, and escalation of potential security issues.
• Work closely with other technology team members and business stakeholders to improve service delivery and user experience.
• Attend the local office on a hybrid basis, with regular on‑site presence required.
• Participate in limited business travel as needed.

• At least three years of experience in an IT support, service desk, or desktop support environment.
• Strong hands‑on experience supporting Windows and macOS devices, as well as iOS and Android platforms.
• Familiarity with modern workplace and collaboration tools, including Microsoft 365 and comparable cloud‑based services.
• Working knowledge of operating systems, directory services, and common enterprise applications.
• Experience using IT service management or ticketing platforms.
• Understanding of basic networking principles and troubleshooting techniques.
• Clear and professional written and verbal communication skills.
• Proven ability to manage confidential or sensitive information responsibly.
• Well‑organized, detail‑oriented, and comfortable working within defined processes.
• Ability to prioritize tasks and work independently while contributing to a broader team.

• Experience with endpoint and device management solutions.
• Degree in Information Technology, Computer Science, or a related discipline.
• Industry‑recognized technical certifications.

• Base salary range: $70,000–$80,000
  , depending on experience and qualifications. This role is bonus eligible.

Associate

Full‑time

Information Technology

Professional Services

Benefits include vision insurance, medical insurance, and 401(k) retirement plan.