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Job Description

The IT Support Analyst is responsible for delivering advanced end-user and organizational support. By partnering with end-users and technology groups, the Analyst ensures all incidents are reviewed, resolved, and reported back within the promised SLAs. The Support Analyst is also responsible for obtaining and disseminating advanced knowledge of internal systems and procedures relating to security, applications, hardware and infrastructure.


  • Actively monitors incoming support calls and ticket queues, and ensures that all tickets are handled in accordance with our service delivery standards. Escalates tickets proactively to process or system owners and management where necessary. Communicates or follows up with other IT groups (IT Applications, IT Infrastructure, IT Security) to resolve issues & get information. Escalates issues as needed to management.
  • Displays the characteristics of being a member of a high quality service organization: reliable; responsive; competent; accessible; professional; desire to continuously improve. Delivers timely communication; understands the needs of our users and provides tangible results from our service activities.
  • Responsible for documenting and communicating current issues to team members and management. Contributes to the team’s documentation regularly and provides training and resource documentation on relevant systems, processes and technology.
  • Troubleshoots and resolves IT issues via phone, web, and in-person channels. Communicates regularly with users  to ensure that they understand how to access and request various IT services.
  • Maintains and demonstrates strong technical expertise in key technologies. This includes areas such as: Windows OS, browsers, voice and data networking, remote access, video conferencing, G-Suite  and VPN’s at minimum.. Maintains familiarity with current and emerging  technology trends in mobile, desktop OS, etc.
  • Demonstrates initiative in recommending enhancements and improvements to the IT infrastructure. Responsible for providing high quality, consistent service levels to our employees and customers. Partner with IT and business units  to discuss the impact of incidents on products and services.
  • Obtains subject matter expert level understanding of multiple mission critical technology systems and business processes. 
  • Assists in the operational responsibilities of the IT department Helps ensure day-to-day functioning of systems, networks and associated devices with minimal supervision.
  • Mentors and encourages other team members while supporting their efforts.  Ability  to effectively train colleagues on systems, process and workflow. .
  • Can comfortably interface with vendors with respect to account relationships and support. 
  • Demonstrates a high degree of skill and tact in the areas of teamwork and interpersonal skills , including highly effective oral, and written communication skills. Self-starter and exhibit exceptional teamwork mentality. 


  • Bachelor's degree in computer science or a related field with a minimum of 2 years relevant work experience; or equivalent combination of education, training/certifications and experience.
  • Must have demonstrated knowledge in some of the following technologies: 
    • Windows 7, Windows 10
    • Windows Server Operating Systems
    • Mac OS X
    • Active Directory
    • Microsoft Office 365
    • Google G Suite
    • Jamf
    • Desktop Central
    • Smart Deploy
    • Citrix XenApp
    • Citrix XenDesktop
    • LAN and Wi-Fi Networks
    • Windows File Server
    • Windows Print Server
    • Hard Drive Encryption software
  • A willingness to adapt and be audience focused, with a curious mindset and a commitment to creating an inclusive work environment 

Vaccination Statement:

BGMP will require that all employees, including temporary employees, co-ops, and interns, regardless of work location, provide the company Human Resources team with proof of vaccination status through the secure system that will be provided for these purposes. For those who are not vaccinated for company-approved and verified medical and/or religious reasons, that same system will also allow you to upload required weekly COVID test results. Failure to comply with or enforce any part of this policy, or misrepresentation of compliance with this policy, may result in discipline, up to and including termination of employment

EEO Statement:

Boston Globe Media Partners is an equal employment opportunity employer, and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, age, disability, national origin, ancestry, genetic information, military or veteran status, pregnancy or pregnancy-related condition or any other protected characteristic. Boston Globe Media Partners is committed to diversity in its most inclusive sense.

Skills for IT Support Analyst

The job skills required for IT Support Analyst include IT Support, Networking, Operating System, Computer science, Written Communication,and Active Directory etc. Having related job skills and expertise will give you an advantage when applying to be an IT Support Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by IT Support Analyst. Select any job title you are interested in and start to search job requirements.

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Career Path for IT Support Analyst

The following is the career advancement route for IT Support Analyst positions, which can be used as a reference in future career path planning. As an IT Support Analyst, it can be promoted into senior positions as a Technical Support Analyst III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary IT Support Analyst. You can explore the career advancement for an IT Support Analyst below and select your interested title to get hiring information.

How to Become an IT Support Analyst

If you are interested in becoming an IT Support Analyst, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become an IT Support Analyst for your reference.

Step 1 Understand the job description and responsibilities of an IT Support Analyst

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Step 2 Knowing the best tips for becoming an IT Support Analyst can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

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Step 3 View the best colleges and universities for IT Support Analyst

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