IT Support Analyst

Position Summary

The IT Support Analyst provides elevated technical support serving as a key point of contact for our senior executives, board members, and the owning family. The ideal candidate is a proactive problem solver with a strong foundation in systems and network administration, coupled with outstanding communication and interpersonal skills. This position requires a “jack-of-all-trades” mentality, the ability to handle a wide range of technical challenges, and the discretion to support high-level stakeholders with white glove service.

The IT Support Analyst demonstrates and adheres to the company values of safety, honesty, ownership, respect, and teamwork to ensure a successful partnership with customers and employees that result in OmniTRAX’s continued success.

Essential Responsibilities

VIP & End-User Support:

• Provide dedicated, timely, and professional technical support to senior executives and other designated VIPs, both in-office and remotely.
• Serve as an escalation point for complex user-facing issues that require advanced technical knowledge.
• On-site requirement a minimum of 4 days per week subject to change at company discretion
• Troubleshoot and resolve issues related to desktops, laptops (Windows/macOS), mobile devices (iOS/Android), printers, and peripherals.
• Manage user accounts and permissions across various platforms.
  
  

Systems & Network Management

• Assist in the management and configuration of core IT systems, including Microsoft 365, Azure Active Directory, and on-premises Active Directory.
• Perform basic network troubleshooting, including connectivity issues related to DHCP, DNS, VPN, and Wi-Fi.
• Support the deployment, configuration, and maintenance of client-side applications and software.
• Understand and support how client devices securely authenticate and interact with company networks and services.
  
  

Operations & Documentation

• Manage and prioritize support requests efficiently within our IT service management (ITSM) ticketing system.
• Create and maintain comprehensive documentation for technical procedures, system configurations, and user guides.
• Proactively identify recurring issues and contribute to long-term solutions and process improvements.
  
  

Other Duties

Special Projects & IoT:

• Assist with the setup, configuration, and support of office hardware, including conference room A/V equipment and other connected devices.
• Configure, install, and troubleshoot various Internet of Things (IoT) devices as needed.
• Participate in IT projects, including hardware refreshes, software rollouts, and infrastructure upgrades.
• Perform other duties and projects as assigned
  
  

Supervisory Responsibilities

• None
  
  

Required Qualifications, Knowledge, Skills, And Abilities

• 5 years of experience in an IT support role with progressively increasing responsibilities.
• Demonstrable experience providing technical support to executive-level staff with a high degree of professionalism and discretion.
• Strong working knowledge of Windows 10/11 and iOS environments.
• Working knowledge of networking principles (TCP/IP, DNS, DHCP, VPN).
• Experience with Active Directory and/or Azure Active Directory user and group management.
• Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues independently.
• Exceptional communication skills, with the ability to explain complex concepts to non-technical stakeholders.
• Proven ability to work in a ticketing system and adhere to documentation standards.
• Work in fast-paced, collaborative environment
  
  

Required Certifications And Licenses

• Valid Driver’s License
  
  

Preferred Qualifications, Knowledge, Skills, And Abilities

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Industry certifications such as CompTIA A , Network , Security , or Microsoft certifications (e.g., MD-102: Endpoint Administrator).
• Experience with Mobile Device Management (MDM) platforms (e.g., Microsoft Intune, Jamf).
• Hands-on experience with configuring and supporting smart home or office IoT devices.
• Familiarity with cybersecurity best practices and endpoint security tools.
  
  

Preferred Certifications And Licenses

• Industry certifications such as CompTIA A , Network , Security , or Microsoft certifications (e.g., MD-102: Endpoint Administrator).
  
  

WORK ENVIRONMENT

• Work in a climate-controlled office and routinely use standard office equipment
  
  

Compensation

• Estimated Starting Annual Salary: $
• Exact starting salary is determined by merit; seniority; geographic location; education, training, and/or experience related to job duties and responsibilities
• FLSA Status: Non-Exempt, Eligible for Overtime
  

Benefits

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Mental well-being resources
• Paid Maternity leave
• Paid Parental leave
• Referral program
• Relocation assistance
• Sick time
• Vacation time
• Vision insurance
  
  

TRAVEL

• Occasional, as business requires
  
  

Physical Requirements

Physical Requirements

% of Work Time

Remain in a seated position

80%

Speak and hear clearly

100%

Lift office products and supplies, up to 20 lbs.

20%

Stoop, kneel, bend and reach

10%

Dexterity to write and manipulate keyboard and mouse

100%