Technical Advisor/IT Support Analyst

One Identity • Dublin, OH

1d • Onsite

About The Position

One Identity is seeking an IT Support Analyst to provide on-site IT support for their Dublin, Ohio office and remote support for employees across the Americas. This role is the primary IT presence in a key regional hub, requiring close collaboration with global IT teams. A strong focus on customer experience is essential, as this person will be the face of IT for the region and must deliver a consistently positive, professional, and responsive support experience. The ideal candidate takes ownership of issues, communicates clearly, and treats every interaction as an opportunity to build trust. Working hours will align with standard business hours in Eastern Time, with occasional flexibility required to support other Americas regions and critical global incidents.

Requirements

• Minimum 3+ years of experience in IT support or end-user support in a corporate environment
• Strong focus on customer experience is a must - you take pride in how you support people, not just how you fix things. You communicate clearly, follow through, and make sure users feel heard and supported throughout the process
• Strong hands-on experience with Windows systems, hardware troubleshooting, and user support
• Experience with Active Directory, Entra ID, SSO, and MFA support
• Experience with network troubleshooting, VPN, and wireless connectivity issues
• Comfortable supporting both on-site users and remote users across multiple locations
• Strong communication skills and ability to work across different countries and cultures
• Highly organized, able to manage priorities independently, and support multiple sites
• Experience with ITSM tools (ServiceNow or similar) and asset tracking systems
• Familiarity with Microsoft 365, Teams, Intune, and modern workplace tools

Nice To Haves

• Experience supporting Americas regions or global organizations
• Experience in a high-volume office environment (like Dublin hub)
• Exposure to conference room / AV support (Teams Rooms, Yealink, etc.)
• Additional language(s) such as Spanish or Portuguese (nice to have, not required)

Responsibilities

• Provide hands-on IT support for the Dublin, Ohio office, including deskside support, troubleshooting, and user assistance
• Act as the primary IT contact for the Dublin location, ensuring smooth day-to-day office and IT operations
• Support additional Americas users and sites remotely, maintaining consistent service levels across the region
• Support and deploy both Windows and Mac devices, with a primary focus on Windows systems for new hires and replacements
• Assist with office setups, employee moves, and IT equipment relocation
• Troubleshoot issues related to login, SSO, MFA, VPN, wireless, network connectivity, and enterprise applications
• Support conference room technology (e.g., Microsoft Teams Rooms / Yealink systems) and office peripherals
• Collaborate with global server, network, and security teams to resolve escalated issues
• Track incidents, service requests, and assets using ITSM and asset management tools
• Participate in regional rollouts, hardware refresh cycles, and global IT initiatives
• Deliver a high-quality end-user experience by taking ownership of issues from start to finish, keeping users informed, and following up to ensure resolution
• Proactively identify recurring issues or pain points and suggest improvements to reduce friction for end users
• Follow company policies, security standards, and operational procedures
• Ability to lift and move equipment up to 50 lbs as needed

Benefits

• enhanced career opportunities for team members to learn and grow in a rapidly changing environment
• team members’ health and wellness are our priority, as well as rewarding them for their hard work

What This Job Offers

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