Support Services Analyst

Role Overview

• Triage and respond to support requests and incidents submitted via email, or ServiceNow, escalating and resolving issues in accordance with SLAs.
• Provide strong technical support across devices, operating systems, collaboration tools, productivity software, and endpoint security systems.
• Ensure a smooth onboarding and offboarding experience by coordinating local IT setup, access provisioning, and equipment readiness for new hires and departing employees. Act as a subject matter expert in areas such as user access, software configuration, device management, and A/V troubleshooting for in-office and hybrid setups.
• Manage incident lifecycle and ownership of requests from initial intake to closure, ensuring timely and effective communication with end users.
• Collaborate with Engineering and Enterprise Applications on escalated issues, root cause analysis, and service restoration.
• Own local inventory management, by working through regular audits, IT procurement and managing internal warehousing/stock rooms.
• Contribute by participating in key ITIL practices such change, problem, and incident processes, ensuring a strong focus on the overall customer.
• Participate in hardware lifecycle management including asset tracking, imaging, deployment, and returns.
• Maintain and support A/V systems in collaboration rooms and shared spaces, ensuring seamless meetings and presentations.
• Support IT initiatives and projects including software rollouts, system migrations, and compliance activities as required.

Requirements

• High School Diploma/GED
• Minimum 2+ years of IT support experience across first and second-line responsibilities, ideally in a global or fast-paced environment.
• Certification in at least one of the following: CompTIA, Microsoft and ServiceNow.
• Due to Contractual requirements, must be a U.S. Person defined as, U.S. citizen permanent resident or green card holder, workers granted asylum or refugee status
• Due to national security requirements imposed by the U.S. Government, candidates for this position must not be a People's Republic of China national or Russian national unless the candidate is also a U.S. citizen.

Tech Stack

• ServiceNow

Benefits

• A competitive salary and innovative, game-changing work
• Flexible work schedule
• Employer subsidized health, dental, and vision insurance
• 401(k) match for student loan repayment benefit
• Equity, 401k retirement savings plan + 12 Paid holidays and generous vacation + sick time
• Paid parental leave
• Employee discounts