IT Support Analyst

Spot Inc.•Indianapolis, IN

6h•Onsite

About The Position

Your primary objective will be to provide email, phone, and walk-up technical support to internal users. This position will serve as an addition to the IT Support department on-site rotating between our two Indianapolis locations. You will need demonstrated experience administering Windows-based hardware and the Microsoft 365 suite along with great communication, a problem-solving mindset, and a customer-first attitude. You will be responsible for deploying/maintaining user workstations, network infrastructure, and audio/video technology for conference rooms.

Requirements

3 – 5 years of experience supporting Windows-based PCs in an enterprise environment, Microsoft 365 administration, Active Directory, and remote support.
3 – 5 years of experience troubleshooting network issues for end-users
3 - 5 years of experience configuring Windows enterprise device management using Intune, SCCM, or similar platforms
Experience with PowerShell scripting
Prior experience with IP phone systems
Prior experience with a ticketing system, Jira Service Management platform is ideal.
Attention to detail with ability to create, follow, and improve internal and external documentation.
Outstanding communication and customer service skills

Nice To Haves

A candidate with certifications in Microsoft Desktop, 365, or Azure is desired.
Strong ability to handle concurrent projects with changing priorities.
Excellent oral and written communication skills
Customer-focused attitude
Strong analytical and organizational skills
Drive to seek answers and learn independently.
Team-player and adaptable
Comprehension of technical documentation

Responsibilities

Efficiently resolving Windows/Mac hardware and software issues of varying complexity both in-person and remotely
Deployment of PC/Mac workstations, network infrastructure, and audio/video equipment
Troubleshoot network issues using knowledge of TCP/IP, DHCP, DNS, and 802.11 protocols
Maintenance and troubleshooting of network-connected printers and digital signage
Perform root-cause analysis for incidents updating relevant documentation and SOPs upon resolution
Managing incidents and service requests with professional communication through Jira ticketing system
Office 365 administration of users, Exchange mailboxes, and security incidents in Defender via GUI and PowerShell
Managing users, workstations, and groups with Active Directory
Management of PCs using Microsoft Intune and deployment using Windows Autopilot
Incident response using Microsoft Defender and Sentinel One
Administration of GoTo Connect VOIP system.
Managing users and access levels in Lenel S2 door access system
Maintain and update documentation for internal and external processes using Confluence
Manage user onboarding and offboarding with accuracy following department SOPs.
Drive automation of existing onboarding/offboarding processes
Inventory management of computer hardware and peripherals
Balancing service requests and projects with changing priority (approximately 70% service requests, 30% projects)
Testing and implementation of new hardware and software
Must be willing to travel to other office locations (up to 20%)
Must be willing to work flexible hours as required, including holidays.