IT Support Analyst

About the role

The IT Support Analyst provides first‑line technical assistance to end‑users, ensuring smooth operation of Windows and macOS workstations and reliable network connectivity. The role follows standard business hours (8:00 AM – 5:00 PM EST) to align with team collaboration and support coverage.

Key responsibilities

• Deploy software and perform remote endpoint administration on Windows 10/11 and basic macOS devices.
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Document processes, create clear tickets, and keep users informed of status and resolutions.
• Collaborate with team members, share knowledge, and contribute to collective goals.

Required profile

• 1–3+ years of experience in IT support, helpdesk, or desktop support.
• Strong analytical mindset with the ability to diagnose root causes independently.
• Excellent written and verbal communication skills.
• Team‑first orientation, actively helping peers and receiving feedback.
• Availability to work standard business hours (EST).

Required skills

• Software deployment and remote troubleshooting.
• Windows 10/11 operating systems.
• Basic macOS support.
• Network connectivity fundamentals.
• Familiarity with endpoint management tools (e.g., Tanium – nice‑to‑have).
• Command‑line interfaces or scripting (PowerShell, Bash, Command Prompt – nice‑to‑have).
• Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or Freshdesk – nice‑to‑have.