Sr. IT Analyst Service and Support

Fresh Express • Windermere, FL

1d

About The Position

The Sr. IT Service and Support Analyst delivers reliable end-user support and coordinates the daily activities of a distributed team of IT support technicians across multiple U.S. locations. The role is primarily hands-on technical work, supplemented by task coordination, workload tracking, and team follow-ups to support consistent service delivery.

The analyst provides Tier 2/3 support for Windows 10/11, Microsoft 365, and mobile devices; troubleshoots hardware, software, and access issues; supports onboarding, offboarding, and new device provisioning; and serves as an escalation point for complex issues. The role also coordinates work across six distributed technicians, monitors ticket queues, tracks task completion, provides guidance, conducts regular check-ins, and oversees service-level adherence, recurring-issue follow-up, documentation, and ticket follow-up. Travel to other plant locations throughout the U.S. is required.

Requirements

• Five or more years of IT support experience.
• One or more years of team lead experience.
• Strong Windows and Microsoft 365 knowledge.
• Experience with mobile devices.
• Strong organizational skills.
• Travel to other plant locations throughout the U.S.

Nice To Haves

• Bachelor’s degree in Computer Science or equivalent experience preferred.
• CompTIA A+ or another IT Support Professional Certificate preferred.

Responsibilities

• Provide Tier 2/3 support for Windows 10/11, Microsoft 365, and mobile devices.
• Troubleshoot hardware, software, and access issues.
• Support onboarding and offboarding, and provision new devices.
• Act as an escalation point for complex issues.
• Coordinate workload across six distributed technicians.
• Monitor ticket queues and ensure timely follow-up.
• Track task completion and enforce accountability on other IT technicians.
• Provide guidance and support to IT technicians.
• Conduct regular check-ins.
• Ensure adherence to Service Level Agreements (SLAs).
• Identify recurring issues and follow up on resolution.
• Maintain documentation and procedures.
• Ensure consistent follow-up on all assigned tickets and tasks.
• Travel to other plant locations throughout the U.S.

What This Job Offers

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