Support Analyst, Information Technology

Brief Description

An integral member of the Information Technology (IT) team, the IT Support Analyst provides first- and second-level technical support to end-users, ensuring the timely resolution of hardware, software, and access-related issues. This role serves as a key point of contact between staff and IT, delivering excellent customer service while maintaining system reliability, security, and productivity. Specifically, this position assists staff in utilizing network operating software and provides general IT services and support for Windows, Mac, and other operating systems on servers, desktops, laptops, and other mobile devices.

Responsibilities

Technical Support

• Provide Desktop Support for staff in a Microsoft Windows, Mac OS, and Office 365 environments.
• Install, configure, and troubleshoot desktop & laptop systems, workstations, smartphones, and VoIP phones.
• Monitor, update, escalate, and resolve trouble tickets through the IT portal.
• Manage IT hardware and software inventory.
• Perform IT-related research and special projects as assigned.
• Provide conference room technology support.
• Manage desktop images and corresponding updates.
• Assist with setting up and managing switch ports.
  
  

Staff Support

• Log, prioritize, and resolve support tickets according to established SLAs.
• Troubleshoot issues related to desktops, laptops, mobile devices, printers, and peripherals.
• Escalate unresolved or complex issues to senior IT staff or specialized teams.
• Maintain excellent incident management skills by following incident closure procedures and providing customer follow-up communications.
• Provide timely support during business hours, as well as accessibility outside of business hours, as needed.
• Undertake projects and other duties as assigned.
  
  

Other Duties

• Create, modify, and disable user accounts in Active Directory, Azure AD, and related systems.
• Perform password resets, MFA setup, and modify access permissions.
• Support employee onboarding, offboarding, and role transitions.
• Document incidents, resolutions, and troubleshooting steps.
• Contribute to knowledge base articles and user guides.
• Maintain up-to-date procedures and support documentation.
  
  

Requirements

Education

• Bachelor's degree in computer science or a related field preferred or 5 years of relevant work experience.
• A Certificate
• ITIL Foundations
  
  

Experience/Technical Skills Required

• A minimum of three years of IT support experience in an office environment.
• IP Telephony experience.
• Excellent written/oral communication, as well as interpersonal skills.
• A positive attitude and demonstrate a high level of responsiveness and customer service.
• Strong organizational, analytical, and time management skills with close attention to priority and detail.
• Works well independently and collaborates effectively within a team, demonstrating a high degree of initiative, flexibility, and teamwork.
• Ability to continually seek information and look for new approaches to processes and practices.
• Database software management experience.
• Advanced knowledge of switching and routing.
  
  

Physical Requirements

• Ability to work on-site at least three days each week (MTW) according to the hybrid schedule policy.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time.
  
  

Experience/Technical Skills Desired

• Server and networking certifications, as well as basic Routing and Switching experience.
• Microsoft 365 Certified: Endpoint Administrator, Microsoft 365 Fundamentals Certification.
  
  

Summary

About the Conrad N. Hilton Foundation

International hotelier Conrad N. Hilton established the grantmaking foundation that bears his name in 1944 to help people living in poverty and experiencing disadvantage worldwide. More than eighty years later, the work continues, concentrating on efforts to ensure healthy early childhood development and sustainable livelihoods for youth and refugee populations, support young people transitioning out of foster care, improve access to housing and support services for people experiencing homelessness, identify solutions to safe water access, and lift the work of Catholic sisters. Additionally, following selection by an independent, international jury, the Foundation annually awards the $3 million Conrad N. Hilton Humanitarian Prize to an organization doing extraordinary work to reduce human suffering. The Foundation is one of the world’s largest, with approximately $7.3 billion in assets. It has awarded grants to date totaling more than $3.6 billion worldwide, and nearly $300 million in 2024. Please visit www.hiltonfoundation.org for more information.

About Our Benefits

We value the health and well-being of our employees. Some of the benefits we offer include:

• Comprehensive and generous health and life insurance options;
• Fitness benefits;
• Paid holidays, time off and parental leave;
• Flexible work schedules and technology benefits;
• Foundation-funded retirement savings plan;
• Professional learning and development and educational assistance;
• Employee matching gifts to qualified non-profit organizations.
  
  

The hiring range for this position is $78,000 to $98,000. The final base salary will be determined based on individual qualifications and experience.