IT Support Analyst

Fortis•Greenville, SC

3d•Onsite

About The Position

Fortis is seeking an IT Support Analyst to keep employees productive and workplace technology running smoothly. The analyst will be the first point of contact for technical issues, maintain the systems and equipment employees rely on, help colleagues use their tools effectively, and contribute to IT projects. This role suits someone who enjoys problem-solving, explaining technical topics clearly, and staying organized. The position provides first- and second-level support for hardware, software, network, and account issues, both in person and remotely. It maintains devices, accounts, access, assets, user permissions, and licenses; responds to support tickets and documents solutions; and assists with software rollouts, updates, endpoint security, vendor coordination, and IT projects. The analyst also supports employees across Asian and European time zones through clear communication and handoffs. Fortis is a rapidly growing concierge travel and security firm serving ultra-high-net-worth clients worldwide. It is headquartered in Greenville, South Carolina, with offices in Reno, Hong Kong, and India. The company describes its workplace culture as central to its client service and emphasizes welcoming challenges, concierge-level care, truth, beauty and goodness, joy, and a belief that the company is just getting started.

Requirements

1–3 years of experience in IT support, helpdesk, or desktop support, or an equivalent combination of education and experience.
Strong troubleshooting skills with macOS.
Experience with Jamf and Google Workspace.
Working knowledge of networking basics, including Wi-Fi, VPN, DNS, and DHCP.
Experience maintaining IT asset inventory.
Clear written and verbal communication and patience when working with non-technical users.
An associate’s or bachelor’s degree in IT, Computer Engineering, or a related field.

Nice To Haves

Certifications such as Jamf Certified Associate (Jamf 100) or higher, or Apple Certified IT Professional.
Basic scripting skills in Bash, Python, or Ruby for automation.
Experience writing documentation or delivering end-user training.

Responsibilities

Provide first- and second-level in-person and remote support for hardware, software, network, and account issues.
Troubleshoot laptops, desktops, mobile devices, printers, peripherals, and meeting-room AV and video-conferencing equipment.
Set up and configure new employee devices, accounts, and access; handle offboarding and device recovery.
Maintain an accurate IT asset inventory, including tracking, labeling, procurement support, and lifecycle management.
Manage user accounts, permissions, and licenses, including Google Workspace.
Respond to tickets within agreed SLAs and document solutions and processes in the knowledge base.
Support employees across Asia and European time zones with clear handoffs and communication.
Assist with software rollouts, patching, operating system updates, and endpoint security, including antivirus, disk encryption, and MDM.
Coordinate with vendors and ISPs, and escalate complex issues to appropriate teams.
Contribute to IT projects such as office moves, equipment refreshes, and tool migrations.