IT Support Analyst
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
