IT Support Analyst

CSafe Global•Monroe, OH

12d•Onsite

About The Position

The IT Support Analyst is responsible for delivering frontline technical support to end users globally, with a primary focus on desk-side incident response for US-based staff and Microsoft Entra ID account and access administration. This is a permanent, full-time position on a small IT team, based in the US and working standard US business hours, where the analyst will serve as the first point of contact for the majority of day-to-day technical issues and will be expected to respond to incidents throughout the workday. The primary measure of success in this role is reliable, responsive, hands-on support for end users.

Requirements

Working knowledge of Microsoft Entra ID (Azure AD) user and group administration
Basic familiarity with Exchange Online administration (mailbox permissions, distribution lists, shared mailboxes)
Familiarity with Microsoft 365 applications and basic administration
Strong customer service orientation with clear, patient communication skills, especially in face to face desk-side interactions
Solid troubleshooting skills for Windows devices, mobile devices, and common business applications
Basic understanding of networking concepts (Wi-Fi, VPN client troubleshooting) from an end-user support angle
Comfortable handling incoming incidents and shifting priorities throughout the day
Ability to work well within a small team, following established direction while managing individual incident response independently
Comfortable documenting processes and following established procedures
2 plus years of experience in a help desk, desk-side, or IT support role
Expectation of being readily available to respond to incidents throughout the day

Nice To Haves

Familiarity with endpoint management tools (e.g., Intune) preferred
Any prior exposure to business application support (e.g., ERP, CRM, or line of business apps) is a plus but not required
Interest in growth areas such as application support, networking and infrastructure management, or other IT specialties is welcomed but not required
Certifications such as CompTIA A+, Microsoft 365 Certified: Fundamentals, or similar preferred
Experience with a ticketing system (e.g., ServiceNow, Freshdesk, Tikit) preferred

Responsibilities

Serve as the first point of contact for end user IT support requests via ticketing system, phone, or in person, responding to incidents throughout the day as they arise
Provide desk-side support, physically assisting US-based employees with hardware, software, and connectivity issues
Provide remote technical support to end users in other regions via ticketing system, phone, or Teams
Troubleshoot and resolve issues for laptops, desktops, mobile devices, and peripherals
Manage user accounts, group memberships, and access permissions in Microsoft Entra ID (Azure AD)
Perform basic Exchange Online administration tasks, such as mailbox permissions, distribution list updates, and shared mailbox management
Fulfill standard IT service requests (e.g., software access, equipment requests, mailbox and permission changes) submitted through the ticketing system
Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) for end users, including account setup and troubleshooting
Perform user onboarding and offboarding tasks, including account provisioning, license assignment, device setup, and access removal
Reset passwords, manage MFA enrollment, and assist with account lockouts
Set up and configure end user devices, including software installation and basic imaging
Escalate complex infrastructure, network, application, or server issues to senior IT staff or the MSP as appropriate
Document common issues, resolutions, and end user how-to guidance in the knowledge base
Support printer, peripheral, and conference room technology issues
Maintain a positive, professional, customer-service-oriented approach with end users at all levels
Work closely with a small IT team, taking direction on priorities while independently handling incoming incidents day-to-day