What are the responsibilities and job description for the IT Support Analyst position at Megger?
The Vacancy
Key Responsibilities
- Provide day-to-day desktop support for end users (hardware, software, and network issues)
- Manage and support Active Directory (user accounts, group policies, permissions)
- Respond to and resolve tickets using Freshdesk (or similar ticketing system)
- Support IT operations across multiple sites in the US, Canada, and Mexico
- Install, configure, and maintain desktops, laptops, printers, and peripherals
- Troubleshoot Windows OS, Microsoft 365, and common enterprise applications
- Assist with onboarding/offboarding of employees (account setup, device provisioning)
- Coordinate with network and infrastructure teams for escalations
- Maintain documentation for IT procedures and support processes
- Ensure compliance with IT policies and security standards
Required Qualifications
- 2–5 years of experience in desktop support / IT support
- Strong experience with Active Directory (user management, GPOs)
- Experience with a ticketing system (Freshdesk preferred)
- Solid knowledge of Windows 10/11, Microsoft 365, and basic networking
- Experience supporting multiple locations or remote users
- Strong troubleshooting and problem-solving skills
- Excellent communication skills (ability to support non-technical users)
Preferred Qualifications
- Experience supporting international users (US, Canada, Mexico)
- Familiarity with VPNs, remote tools, and endpoint management systems
- Basic networking knowledge (TCP/IP, DNS, DHCP)
- IT certifications (CompTIA A , Network , Microsoft certifications) are a plus
- Bilingual (English/Spanish) is a plus
Work Environment / Expectations
- Ability to support users across different time zones
- Occasional travel may be required
- On-call or after-hours support as needed