IT Support Analyst

Capgemini • Chicago, IL

6d • Remote

About The Position

Capgemini is hiring an IT Support Analyst to provide enterprise-level technical support, manage incidents and service requests, and ensure seamless IT operations in a fast-paced corporate environment. The role requires strong expertise in ITSM processes, end-user support, identity and access management, and collaboration with cross-functional teams to deliver exceptional customer service and maintain SLA compliance.

Requirements

• 5+ years of experience in IT support or enterprise technical support environments.
• Strong knowledge of ServiceNow and ITSM processes, including incident, request, and problem management.
• Experience administering Active Directory, user provisioning, group management, and access controls.
• Hands-on experience with Identity & Access Management (IAM), Multi-Factor Authentication (MFA), and security best practices.
• Working knowledge of CyberArk or Privileged Access Management (PAM) solutions.
• Experience with Microsoft Configuration Manager (SCCM) for software deployment and endpoint management.
• Strong troubleshooting and root cause analysis skills across desktop, application, and access-related issues.
• Ability to manage high ticket volumes while maintaining service quality and meeting SLA requirements.
• Excellent customer service, communication, and stakeholder management skills.
• Proven ability to collaborate across technical and business teams in a large corporate environment.
• Strong documentation, knowledge management, and process improvement capabilities

Responsibilities

• Manage and resolve incidents and service requests through ServiceNow while ensuring SLA compliance.
• Provide end-user technical support for hardware, software, network, and access-related issues.
• Administer and support Active Directory, Identity & Access Management (IAM), and Multi-Factor Authentication (MFA) solutions.
• Support privileged access management processes utilizing CyberArk and related security tools.
• Perform remote troubleshooting and issue resolution for users across multiple locations.
• Collaborate with infrastructure, security, and application teams to resolve complex technical issues.
• Maintain accurate IT documentation, knowledge base articles, and support procedures.
• Identify recurring issues, perform root cause analysis, and recommend process improvements.
• Support software deployment and device management activities using Microsoft Configuration Manager (SCCM).
• Deliver exceptional customer service while communicating effectively with technical and business stakeholders.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
• Company paid holidays
• Personal Days
• Sick Leave
• Medical, dental, and vision coverage
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed