Provide on‑site and remote support for desktops, laptops, mobile devices, printers, and peripherals
Diagnose and resolve hardware, software, operating system, and network connectivity issues
Perform break/fix repairs and escalate complex issues as needed
Support Windows and/or macOS environments
Respond to service requests and incidents via ticketing system, phone, or in person
Set up, configure, and deploy new devices and IT equipment
Support meetings, conference rooms, video conferencing, and AV technology
Deliver user training and basic how‑to guidance
Assist with user onboarding and offboarding (account creation, access provisioning, equipment setup)
Support Active Directory, Microsoft 365, VPNs, and common business applications
Maintain inventory records and asset tracking
Document incidents, resolutions, and procedures accurately
Follow ITIL‑based incident, problem, and change management processes
Identify recurring issues and recommend improvements
Provide professional, timely, and customer‑focused support
Work closely with IT teams, vendors, and business partners
Support multiple locations and occasional travel if required by the business

Associate or Bachelor’s degree in Information Technology or related field, or equivalent experience
2+ years of hands‑on IT support experience (field or desk‑side)
Strong knowledge of Windows operating systems; macOS experience preferred
Familiarity with Microsoft 365 (Outlook, Teams, OneDrive)
Experience supporting hardware, printers, and peripherals
Excellent troubleshooting, communication, and customer service skills
Experience with Active Directory, Azure AD, and Intune preferred
Basic networking knowledge (TCP/IP, DNS, DHCP, VPN) preferred
Familiarity with ITSM tools (ServiceNow, Jira, Remedy, etc.) preferred
IT certifications (CompTIA A+, Network+, Microsoft, or similar) preferred

IT Support Analyst

Key skills