Support Analyst

Saddleback Communications•Scottsdale, AZ

10d

About The Position

The Support Analyst supports the configuration, maintenance, troubleshooting, and reliability of end-user devices, local networks, servers, Microsoft 365, Azure, other SaaS/cloud applications, and customer-facing MSP environments. This role provides hands-on technical support for desktops, laptops, mobile devices, Microsoft 365, SharePoint, Active Directory, Azure, other SaaS/cloud applications, local servers, and basic network infrastructure. The Support Analyst also performs onsite support for MSP customers, assists with equipment deployments, replaces hardware, supports Field Technicians and Customer Service, and helps maintain the functionality and data integrity of supported systems and networking equipment. This position requires strong customer service, practical troubleshooting skills, documentation discipline, and the ability to support both internal users and customer environments in the field.

Requirements

Experience building, upgrading, deploying, and troubleshooting desktop and laptop hardware required
Strong hands-on troubleshooting skills across desktops, laptops, mobile devices, applications, accounts, networks, and cloud services
Working knowledge of Microsoft 365, SharePoint, Active Directory, Entra ID, Azure, Microsoft Server, and common third-party SaaS applications
Basic to intermediate understanding of LAN/WAN networking, routers, switches, firewalls, wireless, cabling, DNS, DHCP, and VPN concepts
Strong customer service skills with the ability to support internal users and MSP customers professionally
Ability to perform onsite technical work, including hardware replacement, equipment installation, cabling support, and service validation
Ability to communicate technical information clearly to users, customer contacts, Field Technicians, Customer Service, and senior technical staff
Strong attention to detail when documenting support actions, configurations, assets, site work, and escalation notes
Ability to manage multiple service requests, priorities, customer needs, and operational tasks
Ability to work independently while knowing when to escalate complex issues
Dependable, organized, proactive, and committed to secure, reliable, customer-focused support

Nice To Haves

Associate degree, technical training, or related coursework preferred
Five years of experience in desktop support, systems support, network support, field support, MSP support, or a related technical role preferred
Experience with Microsoft 365, SharePoint, Exchange-related services, Active Directory, Entra ID, Azure, and other SaaS/cloud applications preferred
Experience administering SaaS applications (user/license management, SSO/MFA) and supporting Microsoft Server, Linux, and local/cloud-based servers preferred
Experience installing, configuring, or supporting WAN/LAN networking hardware, including routers, switches, firewalls, wireless devices, and managed networking equipment preferred
Experience supporting onsite customer environments, MSP customers, Field Technicians, or customer-facing technical deployments preferred
Familiarity with endpoint security, patching, backup, disaster recovery, asset management, and documentation practices preferred
Certifications such as CompTIA A+, Network+, Security+, Microsoft, Azure, Cisco CCNA/CCNP, or equivalent experience are preferred

Responsibilities

Set up, install, configure, maintain, and troubleshoot standardized desktop and laptop hardware
Support operating systems, business applications, printers, peripherals, mobile devices, and user-facing technology
Troubleshoot desktop/laptop software, hardware, connectivity, account, and access issues
Maintain and upgrade iPhone and Android devices for business users
Support Microsoft 365, SharePoint, Exchange-related services, Teams, OneDrive, and related collaboration tools
Assist with user onboarding, device replacement, asset tracking, and endpoint lifecycle activities
Configure and maintain local servers, cloud-based servers, Azure services, and related cloud infrastructure
Manage and support Active Directory, Entra ID, user accounts, groups, permissions, and access requests
Administer and support Microsoft 365, Azure, and other third-party SaaS applications, including user provisioning/deprovisioning, license management, SSO/MFA, and vendor coordination
Support patching, endpoint security, access control, backup, and disaster recovery procedures
Assist in planning disaster recovery procedures, including the annual drill
Conduct product research, gather pricing, place orders, and recommend equipment or technology improvements
Configure, maintain, deploy, and monitor active networking hardware under established standards
Support local area networks, routers, switches, firewalls, wireless devices, and similar networking gear
Maintain the functionality, availability, and data integrity of supported network hardware
Install and configure routers and network equipment both in-house and at customer sites
Run cables, wrap wire, label equipment, and assist with physical installation work
Escalate complex network, server, security, or cloud issues with clear troubleshooting notes and impact details
Provide onsite and remote technical support for MSP customer environments
Perform customer site visits for hardware replacement, equipment installation, troubleshooting, service validation, and follow-up work
Support customer desktops, laptops, mobile devices, routers, switches, firewalls, wireless equipment, cloud services, and managed hardware
Assist Field Technicians and Customer Service with customer-impacting technical issues
Communicate professionally with customer contacts during onsite work, remote support, and issue resolution
Document customer-site work, asset changes, configuration details, support actions, and escalation needs
Use approved AI and automation tools to support troubleshooting, documentation, research, ticket quality, and task efficiency
Protect confidential, customer, security, and business-sensitive information when using AI or automation tools
Validate AI-assisted guidance before applying changes to user devices, customer environments, systems, or network equipment
Use approved tools to improve consistency, documentation, knowledge sharing, and support quality