I.T. Analyst

Company: At Brightline, we believe in creating meaningful connections through exceptional experiences. We’re creating a brighter way to get there by making travel more convenient, more sustainable, and more hospitable every day. If you’re optimistic, forward‑thinking, and interested in shaping the future of travel with us, we’d love to hear from you.

Your

Purpose:

The IT Analyst I plays a key role in supporting the day‑to‑day technology needs of our organization. This position is responsible for delivering reliable end‑user support, in‑person support within our stations, managing IT service desk operations, maintaining hardware and software assets, and contributing to infrastructure projects across multiple locations. The ideal candidate is a proactive problem‑solver with strong technical fundamentals and a customer‑first mindset.

If you’re a people‑person looking for a role where you’ll be empowered to own your zone, inspired to learn, and have the confidence to bounce back from setbacks, this is the perfect opportunity!

• Ensure that station hardware is up and running, as well as proactively spotting issues with hardware that may be nearing the end of life or requiring replacement/repair.
• Ensuring that teammates are supported with any technical needs that arise.

• Maintain the Jira service desk queue, ensuring tickets are resolved within established SLAs.
• Provide user support, including troubleshooting hardware, software, and account management issues.
• Manage the full onboarding and offboarding lifecycle for teammates across the organization.
• Provide technical assistance to partner teams in the completion of complex, organization‑level projects.

• Perform diagnostics and maintenance on desktop, laptop, and mobile devices.
• Manage and monitor Microsoft 365 and related cloud services.
• Schedule and coordinate system installations, upgrades, and patches in accordance with IT policies.
• Maintain inventory and asset configuration documentation.

• Create and maintain operational documentation, ensuring day‑to‑day procedures are clearly defined and followed.
• Ensure implementation of IT policies and best practices across supported environments.

• Provide support for other stations, HQ, or maintenance facilities as needed.
• Travel to various locations as required to deliver on‑site technical assistance.
• Provide after‑hours support for infrastructure‑related emergencies and participate in occasional weekend maintenance.
• Participate as an on‑call team member providing operational support as part of a 24×7 rotation.

Please note that this Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the teammate for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• None

• Proven experience as an IT Analyst or in a similar role supporting personnel, computer systems, and networks.
• Preferred associate or bachelor’s degree in information technology, Computer Science, or a related field, preferred but not required.
• Strong working knowledge of Windows and macOS operating systems.
• Hands‑on experience troubleshooting hardware, software, and network issues.
• Familiarity with remote desktop applications and help desk software platforms.
• Excellent problem‑solving skills with the ability to diagnose and resolve technical issues efficiently.
• Strong verbal and written communication skills with a professional, service‑oriented approach.
• Ability to work independently, manage multiple priorities, and meet deadlines in a dynamic environment.
• Prior experience in a multi‑site or multi‑location support environment.

• Proficiency with the following tools and platforms is expected or strongly desired:
• Identity & Access:
  Okta, Azure Active Directory
• IT Service Management:
  Jira Service Desk
• Networking:
  Cisco Meraki, Fortinet
• Endpoint & Remote Management:
  Microsoft Intune, Addigy, NinjaRMM
• Productivity Suites:
  Microsoft 365 (Teams,…