IT Support Analyst

Netskope•Saint Louis, MO

13d•Onsite

About The Position

We are looking for an IT Support Analyst who leads with AI — someone who doesn't just use AI tools as productivity boosters but builds, prompts, and iterates on them to fundamentally change how IT support works. You will be the primary hands-on technologist on our St. Louis support team, resolving employee issues while continuously driving down ticket volume through intelligent automation and self-service. This role sits at the intersection of IT operations and AI enablement: you will both close tickets today and help eliminate the need for those tickets tomorrow.

Requirements

Intellectually curious, asks questions before assuming, and gets restless when a repetitive problem doesn't have a solution yet.
Curiosity and drive: investigate problems thoroughly, ask why before escalating, and follow threads until you understand them.
AI-first instinct: already reach for AI tools when stuck, learning something new, or looking for a faster way — and have built something with them, even if small.
Clear communicator: can explain a technical issue to a non-technical employee and thoroughly document steps, eliminating guesswork for others.
Ownership mindset: when something breaks or keeps breaking, pick it up.
Hands-on IT experience: spent time in a Service Desk support role— solved real technology problems for real people.
Familiarity with macOS and/or Windows troubleshooting.
Experience with Okta, Google Workspace, Jira, or similar enterprise tools.
Exposure to MDM platforms (Intune, Kandji, NinjaOne) or endpoint management concepts.
Experience building automations: Jira Automation, Slack workflows, Python/Bash scripts, or no-code tools.
CompTIA A+, ITIL Foundations, or equivalent certification.

Nice To Haves

Related network and security certifications are a plus

Responsibilities

Act as primary point of contact for internal employee IT issues via ticket submission, Slack, and in-person walk-ups — with an AI-first triage mindset.
Build and maintain AI-driven self-service solutions: prompt-engineer Slack bots, configure intelligent auto-responses, and create Jira automation rules that resolve common issues without human touch.
Continuously identify high-volume, repetitive tickets and leverage automation and AI to eliminate them at the root.
Own knowledge base quality: use AI tools to surface gaps, draft articles, and keep documentation current so employees can self-serve before they ever open a ticket.
Provide L1/L2 support for endpoints and standard enterprise apps.
Troubleshoot hardware, software, and network connectivity issues; escalate complex cases to L3 teams with clear, AI-assisted diagnostic summaries.
Support employee onboarding and offboarding: provisioning accounts, shipping/retrieving devices, and coordinating with HR.
Assist with endpoint management tasks — patching, enrollment, policy compliance.
Analyze ticket trends weekly using dashboards and AI-assisted reporting; surface insights to the Service Desk Director.
Participate in problem management: when the same issue recurs, own it to root cause and build the fix — whether that's a knowledge article, an automation, or an escalated infrastructure change.
Test and evaluate new AI tools, integrations, and workflows; document what works and share learnings with the broader team.