IT Support Analyst

NJ PERFORMING ARTS•Newark, NJ

12h

About The Position

The IT Support Analyst is responsible for providing efficient, timely, and high-quality technology support to internal staff, vendors, and event personnel. Reporting to the Manager, IT Support, this role serves as a frontline resource for end-user support while also functioning as a technical backup across key Digital Workplace platforms including endpoint management, identity and access management, collaboration tools, network operations, and AV/event infrastructure. The ideal candidate brings a broad technical foundation, a strong service orientation, and the ability to grow into increasing platform responsibility over time.

Requirements

2–4 years of IT support experience in a corporate, nonprofit, or similarly complex environment
Demonstrated experience troubleshooting hardware, software, and connectivity issues across Windows and macOS environments
Experience with IT ticketing/ITSM software required (ServiceNow, Jira, Zendesk, or similar)
Ability to work independently and manage multiple priorities with minimal supervision
Strong communication skills with the ability to support non-technical users clearly and patiently
Service-oriented mindset with a high degree of accountability and follow-through
Requires being on-call and the ability to respond to emergency issues during off-hours
Role involves occasional lifting and carrying of up to 25 lbs
Role involves working in environments with variable noise levels, including live event spaces; reasonable accommodations will be made for qualified individuals
Must be able to prioritize and manage multiple tasks simultaneously in a fast-paced environment
Must be able to read and interpret technical documentation, system dashboards, and screen-based interfaces
Must be able to communicate technical information clearly in both written and verbal form
Proficiency with Google Workspace
Working knowledge of Zoom Rooms or comparable AV/video conferencing platforms
Working knowledge of networking concepts including VLANs, DNS, DHCP, TCP/IP, VPN, firewall rules, and Wi-Fi management

Nice To Haves

Familiarity with MDM platforms (IRU, Intune, Endpoint Central, or similar) preferred
Experience with identity platforms such as Active Directory, Azure AD, or Okta preferred
Experience with Meraki or comparable enterprise networking platforms (Meraki CMNO certification a plus)
Associate’s or Bachelor’s degree in Information Technology or related field preferred; equivalent work experience considered
Familiarity with Windows Server environments and virtualization concepts a plus
Exposure to cloud platforms (Azure, AWS, or Google Cloud) a plus
Basic scripting ability (PowerShell or similar) a plus

Responsibilities

Provide Tier 1 and Tier 2 IT support to staff, vendors, and event personnel across hardware, software, and connectivity issues
Manage, triage, and resolve tickets using the organization’s ITSM platform; define and maintain service levels for internal and external stakeholders
Escalate complex or infrastructure-level issues to the Manager, IT Support or appropriate system owner Device & Endpoint Management
Configure, image, and deploy laptops, desktops, and mobile devices for new and existing staff
Assist with mobile device management (MDM) administration, including Apple device enrollment via IRU, policy management, and compliance using Endpoint Central
Support patch management processes and assist with software deployment via Manage Engine Endpoint Central
Maintain accurate hardware inventory and assist with device lifecycle management Identity & Access Management
Support user onboarding and offboarding including account provisioning, deprovisioning, and access management in Active Directory and Okta
Manage group memberships, distribution lists, shared mailboxes, and MFA enrollment
Support Google Workspace including user management, shared drives, calendar, and email
Assist with Dropbox, and Google Drive support and access management
Troubleshoot and resolve issues across collaboration tools including Google Meet and Zoom Audio/Visual & Event Technology Support
Serve as primary support for Zoom Rooms administration, including room configuration, firmware updates, and troubleshooting
Provide AV and technology support for in-person, hybrid, and virtual meetings and events
Assist with setup, operation, and breakdown of event technology in coordination with the Manager, IT Support
Support office phone system administration (Zoom Phone)
Provide first-level support and monitoring assistance for the on-premises server environment (Windows Server) under direction of senior staff
Assist with basic Azure administration tasks as directed
Assist with file server access management and basic network troubleshooting (connectivity, VPN, Wi-Fi)
Assist with Meraki network infrastructure monitoring and basic administration including access point management, switch monitoring, and dashboard alerting under direction of the Director, Digital Workplace Solutions
Create and maintain runbooks, knowledge base articles, and how-to guides for common support scenarios
Document recurring issues and resolutions to support team efficiency and continuity
Follow and help enforce IT policies including acceptable use, security standards, and compliance requirements