What are the responsibilities and job description for the Information Technology Support Analyst position at FGS Global?
As an IT Support Analyst, you will be part of a global team responsible for delivering technical support to approximately 1,500 users across 20 international offices. This role requires a strong customer service mindset, technical troubleshooting expertise, and the ability to work efficiently both independently and as part of a global support network.
Key Responsibilities
- Act as the first and second line of IT support for users across office locations and remote setups.
- Provide timely resolution of incoming support requests via phone, email, or in person.
- Support and maintain end-user hardware such as laptops, desktops, printers, and mobile devices.
- Assist with meeting room technologies and video conferencing tools like Microsoft Teams and Zoom.
- Ensure accurate tracking and closure of support tickets through ITSM platforms.
- Oversee inventory of IT assets, including device provisioning and lifecycle management.
- Monitor system alerts, enforce IT policies, and report any security concerns.
- Collaborate with internal IT and business teams to understand support needs and offer solutions.
- Expected to be in the local office at least 3 days a week.
- Occasional short-term travel may be required (less than 10%).
Ideal Candidate Profile
Required Skills & Experience:
- Minimum 5 years in an IT support or desktop support role.
- Proficient in managing hardware including Windows laptops, MacBooks, iOS, and Android devices.
- Hands-on experience with cloud-based productivity tools such as Microsoft 365, Azure AD, SharePoint, Box, Teams, and Slack.
- Solid knowledge of Windows OS (10/11), macOS, Active Directory, and Adobe Creative Suite.
- Familiarity with IT service management systems like ServiceNow, FreshService, or BMC Helix.
- Understanding of basic networking concepts and troubleshooting.
- Excellent verbal and written communication skills.
- Comfortable handling sensitive information with discretion.
- Strong organizational skills and ability to follow standard procedures.
- Experience with endpoint management platforms (Jamf, Intune) is a plus.
- Bachelor’s degree in a related field (IT, Computer Science, etc.) preferred.
- Relevant technical certifications are advantageous.
- Salary Range- $70,000-$80,000 base
Salary : $70,000 - $80,000
