IT Support Analyst

Paytient•Columbia, MO

4h•Hybrid

About The Position

The IT Support Analyst will be the first point of contact for employees seeking technical assistance via Slack channels, Jira ticket queues, and email. This role requires strong problem-solving skills, attention to detail, and a customer service mindset. The IT Support Analyst will support common enterprise systems such as Google Workspace, Okta, Slack, SentinelOne, and a VPN endpoint security tool. The candidate will also perform basic user administration, assist in writing technical documentation, and escalate more complex issues as needed. This role is based out of our Columbia, Missouri office and requires office attendance 3-4 days/week.

Requirements

Basic knowledge of Google Workspace administration (creating/deleting users, email configurations, basic troubleshooting).
Familiarity with identity and access management, including basic Okta user administration, password resets, and troubleshooting login issues.
Ability to manage Slack workspaces, troubleshoot common issues, and assist users with notifications, account settings, and integrations.
Basic understanding of SentinelOne or equivalent endpoint security tools to handle alerts, quarantines, and investigate potential security incidents.
Basic troubleshooting for Always-On VPN, assisting users with connectivity issues, and understanding VPN logs.
Experience managing and updating Jira tickets, categorizing issues, tracking progress, and ensuring prompt ticket resolution.
Experience creating and maintaining technical documentation, including procedures, guides, and FAQs in Confluence
Associates degree in IT, CS or related field
At least 2 years of prior work experience in a technical support or IT help-desk role with hands-on experience in user administration and basic system troubleshooting.
Relevant certifications such as Google Workspace, Okta Certified Professional, CompTIA A+, ITIL Foundation

Nice To Haves

Scripting our automation skills (such as Bash, PowerShell or Python) for repetitive administrative tasks
Knowledge of IT security principles and best practices . SOC2 compliance
Experience with SaaS applications including Zoom, Microsoft 365
Experience with SSO authentication and application onboarding

Responsibilities

Monitor and Manage Slack Channels and Jira Ticket Queues
Respond promptly to end-user requests, troubleshoot basic technical issues, and escalate tickets when necessary.
Create, modify, and delete user accounts in Google Workspace, Okta, and other systems.
Assist with password resets, account lockouts, and basic user access issues.
Perform user onboarding and offboarding tasks, including configuring accounts and granting appropriate access permissions.
Troubleshoot issues related to Google Workspace, Slack, and Okta integrations.
Monitor and resolve basic endpoint security alerts through SentinelOne.
Assist users with connecting to the corporate VPN, troubleshooting basic connectivity issues, and ensuring endpoint devices are properly secured.
Draft and update standard operating procedures (SOPs), FAQs, and how-to guides for end users, ensuring they are easy to follow and technically accurate. Confluence
Interact with end users in a professional and empathetic manner.
Maintain a high level of customer satisfaction by ensuring timely and accurate resolutions.
Collaborate with senior IT staff to escalate and resolve more complex technical issues efficiently.
Proactively identify recurring issues and suggest improvements.