IT Support Analyst

Scenthound Franchising

50d•Onsite

About The Position

The IT Support Analyst is an integral member of Scenthound’s internal IT Team, working directly with the Director and Administrator of Business Systems & Integrations and in coordination with the company’s external IT support vendors. This role provides first-level business system support, training, documentation, and assists in the research, testing, and execution of technology projects. The Analyst plays a hands-on role in maintaining accurate IT metrics, KPIs, and scorecards that measure system performance, support efficiency, and user satisfaction. This role directly supports the Administrator and Director of Business Systems & Integrations by executing and documenting day-to-day support, training, project coordination, and metric administration tasks that ensure smooth IT operations and governance alignment. Reporting to the Director of Business Systems & Integrations, the ideal candidate combines technical curiosity, process discipline, and a strong service mindset to help scale IT operations, improve system literacy, and maintain reliable, well-documented technology experiences across locations. This is based out of our Corporate Headquarters located in Jupiter, Florida.

Requirements

Excellent verbal, written, and visual communication skills.
Analytical thinker with strong organizational and follow-up abilities.
Effective collaborator across internal teams and vendors.
Service-driven and patient when guiding users.
Eager to learn, research, and explore new technology solutions.
Working knowledge of Microsoft 365 (Teams, Exchange, SharePoint, Entra).
Familiarity with SaaS business systems (MyTime, Zoho, FoSA/BoSA, LearnUpon, Verkada).
Experience using ticketing, task and project management tools.
Competence in documentation platforms (SharePoint, Confluence).
Basic knowledge of data analysis, dashboard creation, or reporting (Power BI, Excel).
Ability to conduct functional testing and document test results clearly.
Associate’s or Bachelor’s degree in Information Systems, Computer Science, Business, or related field preferred.
1–3 years of experience in IT support, documentation, or training roles.

Nice To Haves

Exposure to project management, technical testing, or analytics preferred.
Experience collaborating with 3rd-party IT vendors or managed service providers a plus.
Certifications related to in-use applications and Scenthound’s technology stack are a plus.

Responsibilities

Provide Tier 1 and Tier 2 application support for Scenthound’s business systems (e.g., MyTime, Zoho, FoSA/BoSA, LearnUpon, Verkada, and Microsoft 365).
Coordinate with the 3rd-party IT vendor to route and document hardware, network, and access-related tickets.
Monitor and manage support queues, ensuring prompt response and proper escalation.
Assist in analyzing recurring issues and identifying opportunities for process or training improvements.
Develop, update, and maintain all documentation related to systems, applications, and processes used for both support and training.
Ensure that user guides, workflows, FAQs, and technical documentation are accurate, version-controlled, and easy to follow.
Manage documentation repositories and maintain access standards for internal and vendor use.
Partner with the Administrator to align documentation with IT governance standards, system configurations, and change control processes.
Design and deliver in-person and virtual training sessions for internal staff and franchise users.
Develop self-service materials including how-to guides, knowledge articles, and video tutorials.
Conduct franchise technology onboarding sessions and provide post-launch user support.
Gather training feedback, evaluate learning effectiveness, and implement improvements to materials and delivery.
Assist the Administrator and Director with the planning, coordination, and execution of IT and systems projects.
Support project documentation, timeline tracking, and task follow-up using project management tools.
Participate in discovery and research of new technologies, SaaS tools, or process automation opportunities.
Conduct functional testing of new systems, features, or integrations, and report results to IT leadership.
Document project learnings, test results, and lessons learned to strengthen future implementations.
Collect, validate, and maintain data used to measure IT performance, support activity, and system reliability.
Assist in creating dashboards and reports for key metrics such as ticket volume, SLA compliance, user satisfaction, and uptime.
Ensure accuracy of data inputs across IT tracking systems (e.g., Jira, Power BI, Excel).
Partner with the Administrator to analyze trends and support the IT scorecard for EOS meetings.
Develop visuals and reports to communicate IT performance to leadership and stakeholders.
Collaborate daily with the 3rd-party IT vendor to ensure seamless ticket handoffs, accurate categorization, and SLA compliance.
Provide context to vendor support teams on Scenthound’s business systems and user requirements.
Coordinate communication between internal IT and vendor teams for incidents, testing, and project rollouts.
Partner cross-functionally with Operations, Marketing, and Franchise Support to improve user experience and technology adoption.
Identify recurring issues, training gaps, or documentation needs from ticket analysis and user feedback.
Recommend and implement incremental improvements to IT processes, tools, and knowledge systems.
Stay current with technology trends, SaaS updates, and industry best practices to support innovation and growth.