IT Support Analyst

Description

JOB SUMMARY:  The IT Support Analyst provides hands-on support for all help desk tickets, serving as the primary escalation path and ensuring timely, effective resolution for end users. This role also manages the relationship with our MSP, maintains SOPs and proactively monitors systems to drive root cause analysis, application troubleshooting and continuous service improvement.

Essential Duties

• Serve as the first line of response for all incoming IT support tickets, providing hands-on troubleshooting, resolution and timely updates to end users.
• Triage and escalate complex technical issues appropriately while maintaining ownership and visibility of ticket progress through closure.
• Act as the primary point of contact for the Managed Service Provider (MSP), ensuring alignment with internal processes, service levels, and that the MSP functions as an extension of the team.
• Develop, document, and enforce IT support SOPs, ensuring consistent service delivery and knowledge transfer across both internal staff and external partners.
• Perform basic application-level support, including SQL Server health checks, monitoring, and troubleshooting to identify and remediate common issues.
• Monitor endpoints, servers, and applications proactively to detect anomalies, performance issues and system health concerns before they become critical.
• Investigate recurring incidents, identify root causes and recommend permanent corrective actions to reduce repeat issues and improve overall stability.
• Provide clear communication and training to end users on technology best practices, self-service options, and security awareness.
• Maintain accurate documentation of configurations, troubleshooting steps, known errors and resolution workflows in a centralized knowledge base.
• Collaborate with IT leadership to identify process gaps, improve efficiency and provide feedback to refine tools, policies, and support practices.
• Other duties as assigned.

Qualifications

Education

• High School Diploma or GED is required.

Experience

• A minimum of 1 year experience (Bachelor’s dress in an IT related program) in an IT Support role, or
• A minimum of 2 years' experience in an IT Support role or higher required.
• Microsoft 365 Admin Certified or proven Microsoft 365 equivalent qualifications preferred.
• Providing user support, in person and remotely required.

Knowledge, Skills, and Abilities

• Ability to respond to technical problems that occur abruptly and require immediate resolution.
• Ability to explain complex technical terms and processes in a non-technical manner for end users.
• Excellent written and verbal communication and interpersonal skills.
• Proven ability to understand user needs and provide guidance toward support resolution.
• Strong organizational skills and ability to perform multiple tasks simultaneously.
• Ability to work collectively with teams of diverse cultural backgrounds.
• Availability to work a flexible schedule as needed.
• Proficient in Microsoft Office Suite.
• Demonstrated leadership skills, with the ability to effectively communicate and collaborate with cross-functional teams.
• Attention to detail, with a focus on accuracy and compliance in a fast-paced, dynamic environment.

Salary : $55,000 - $65,000