IT Support Analyst II

KULR TECHNOLOGY CORPORATION • Webster, TX

1d • $0 - $78,200 • Onsite

About The Position

The IT Support Analyst is responsible for delivering responsive, high-quality technical support to end users while ensuring the reliable administration, security, and lifecycle management of company technology assets. Serving as the first point of contact for IT support, this role provides troubleshooting for hardware, software, Microsoft 365 applications, identity and access management, and endpoint devices while maintaining a strong focus on customer service and minimizing business disruption. The IT Support Analyst plays a critical role in enabling employee productivity by resolving technical issues efficiently and providing a positive support experience.

In addition to daily support responsibilities, the IT Support Analyst contributes to the stability and continuous improvement of the organization's IT environment through disciplined documentation, standardized processes, and adherence to change management procedures. This position is responsible for maintaining accurate technical documentation, supporting infrastructure initiatives, and ensuring endpoint configurations comply with established standards. Success in this role requires strong technical troubleshooting skills, exceptional organizational abilities, a documentation-first mindset, and a proactive, service-oriented approach to supporting users and maintaining secure, reliable IT operations.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related technical field required.
• Two (2) to four (4) years of experience in an IT service desk, technical support, systems administration, or IT analyst role supporting enterprise users and business technology environments.
• Experience administering Microsoft 365, Microsoft Entra ID (Azure Active Directory), Windows 10/11, endpoint management, and identity and access management (IAM) processes.
• Demonstrated experience troubleshooting hardware, software, networking, and end-user technology issues while providing exceptional customer service in a structured IT support environment.
• Experience documenting technical procedures, developing standard operating procedures (SOPs), maintaining knowledge bases, and adhering to IT governance and change management processes.
• Working knowledge of IT infrastructure, networking fundamentals (TCP/IP, DNS, DHCP, VPN), system integration, and evaluating technology solutions to support business operations.
• Strong knowledge of Microsoft Windows operating systems, Microsoft 365 applications, Microsoft Entra ID (Azure AD), endpoint administration, and IT service management best practices.
• Proficient troubleshooting skills with the ability to diagnose and resolve hardware, software, operating system, networking, and user access issues efficiently and accurately.
• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN connectivity, wireless networking, and basic Windows Server administration.
• Ability to manage multiple priorities, organize workload effectively, and consistently meet service level expectations in a fast-paced environment.
• Strong customer service and interpersonal skills with the ability to communicate technical concepts clearly and professionally to users with varying levels of technical knowledge.
• Excellent analytical and critical thinking skills with the ability to identify root causes, evaluate alternative solutions, and implement effective resolutions.
• Ability to create, maintain, and follow detailed technical documentation, standard operating procedures (SOPs), and knowledge base articles with a high degree of accuracy.
• Knowledge of IT governance, cybersecurity principles, identity and access management (IAM), and change management practices to ensure secure and compliant technology operations.
• Strong attention to detail, organizational skills, and commitment to maintaining accurate records, documentation, and asset inventories while ensuring adherence to established processes.
• Ability to work independently and collaboratively within a team environment, maintain confidentiality of sensitive information, adapt to changing technologies and priorities, and provide dependable support during projects and after-hours maintenance activities as needed.
• Intermediate use of computers and Microsoft Office Suite Applications such as Word, Excel, Power Point, Outlook.

Nice To Haves

• Experience participating in IT projects involving system implementations, upgrades, testing, deployment, process improvement, or infrastructure enhancements is preferred.
• Equivalent combination of education, technical certifications (e.g., CompTIA A+, Network+, Microsoft Fundamentals, or Microsoft Certified: Modern Desktop Administrator), and relevant work experience may be considered.

Responsibilities

• Provide first-level technical support for hardware, software, operating systems, mobile devices, printers, and Microsoft 365 applications by diagnosing and resolving end-user issues in a timely and professional manner.
• Manage the complete lifecycle of company endpoint devices, including asset inventory, imaging, configuration, deployment, maintenance, troubleshooting, repairs, and equipment replacement.
• Administer user accounts and Identity and Access Management (IAM) functions, including onboarding and offboarding employees, password resets, Multi-Factor Authentication (MFA), security group management, and Microsoft Entra ID administration.
• Support and maintain Microsoft 365 services, including Outlook, Teams, Word, Excel, SharePoint permissions, licensing, and user mailbox administration to ensure business continuity.
• Create, maintain, and continuously improve Standard Operating Procedures (SOPs), technical documentation, and knowledge base articles to promote consistent service delivery and operational efficiency.
• Accurately document all service requests, troubleshooting activities, resolutions, and system changes within the IT service management platform, ensuring complete and searchable support records.
• Follow established IT governance, security standards, and change management procedures by adhering to approved system configurations, submitting change requests for non-standard deployments, and maintaining compliance with organizational policies.
• Participate in IT infrastructure projects, system upgrades, hardware refresh initiatives, and after-hours maintenance activities as assigned, while providing exceptional customer service and contributing to the continuous improvement of IT operations.
• Other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level