IT Support Analyst
About The Position
The Vacancy Key Responsibilities Provide day-to-day desktop support for end users (hardware, software, and network issues) Manage and support Active Directory (user accounts, group policies, permissions) Respond to and resolve tickets using Freshdesk (or similar ticketing system) Support IT operations across multiple sites in the US, Canada, and Mexico Install, configure, and maintain desktops, laptops, printers, and peripherals Troubleshoot Windows OS, Microsoft 365, and common enterprise applications Assist with onboarding/offboarding of employees (account setup, device provisioning) Coordinate with network and infrastructure teams for escalations Maintain documentation for IT procedures and support processes Ensure compliance with IT policies and security standards Required Qualifications 2–5+ years of experience in desktop support / IT support Strong experience with Active Directory (user management, GPOs) Experience with a ticketing system (Freshdesk preferred) Solid knowledge of Windows 10/11, Microsoft 365, and basic networking Experience supporting multiple locations or remote users Strong troubleshooting and problem-solving skills Excellent communication skills (ability to support non-technical users) Preferred Qualifications Experience supporting international users (US, Canada, Mexico) Familiarity with VPNs, remote tools, and endpoint management systems Basic networking knowledge (TCP/IP, DNS, DHCP) IT certifications (CompTIA A+, Network+, Microsoft certifications) are a plus Bilingual (English/Spanish) is a plus Work Environment / Expectations Ability to support users across different time zones Occasional travel may be required On-call or after-hours support as needed
Requirements
- 2–5+ years of experience in desktop support / IT support
- Strong experience with Active Directory (user management, GPOs)
- Experience with a ticketing system (Freshdesk preferred)
- Solid knowledge of Windows 10/11, Microsoft 365, and basic networking
- Experience supporting multiple locations or remote users
- Strong troubleshooting and problem-solving skills
- Excellent communication skills (ability to support non-technical users)
Nice To Haves
- Experience supporting international users (US, Canada, Mexico)
- Familiarity with VPNs, remote tools, and endpoint management systems
- Basic networking knowledge (TCP/IP, DNS, DHCP)
- IT certifications (CompTIA A+, Network+, Microsoft certifications) are a plus
- Bilingual (English/Spanish) is a plus
Responsibilities
- Provide day-to-day desktop support for end users (hardware, software, and network issues)
- Manage and support Active Directory (user accounts, group policies, permissions)
- Respond to and resolve tickets using Freshdesk (or similar ticketing system)
- Support IT operations across multiple sites in the US, Canada, and Mexico
- Install, configure, and maintain desktops, laptops, printers, and peripherals
- Troubleshoot Windows OS, Microsoft 365, and common enterprise applications
- Assist with onboarding/offboarding of employees (account setup, device provisioning)
- Coordinate with network and infrastructure teams for escalations
- Maintain documentation for IT procedures and support processes
- Ensure compliance with IT policies and security standards
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
