Support Analyst Jobs

About The Position

Requirements

• Associate’s or Bachelor’s degree in Information Technology or related field, or equivalent work experience.
• 2+ years of experience in an IT support or help desk role.
• Hands-on experience using ticketing systems (Zendesk preferred).
• Working knowledge of Microsoft 365 administration.
• Experience supporting business applications such as Yardi and DSSI (or similar ERP/industry platforms).
• Strong troubleshooting skills for Windows environments, printers, and end-user hardware.
• Basic understanding of networking concepts (TCP/IP, DHCP, DNS, switches, Wi-Fi).
• Excellent customer service and communication skills.
• Strong organizational and time-management abilities.
• Ability to prioritize and manage multiple issues simultaneously.
• Detail-oriented with a focus on documentation and process adherence.
• Ability to work independently and collaboratively within a team.

Nice To Haves

• Experience in a corporate or multi-location environment.
• Familiarity with IT asset management and lifecycle processes.
• Relevant certifications (CompTIA A+, Network+, Microsoft certifications) are a plus.
• Experience with Yardi User Administration

Responsibilities

• Provide Tier 1 technical support for desktops, laptops, mobile devices, and peripherals.
• Manage, track, and resolve support requests using Zendesk, ensuring timely responses and proper documentation.
• Escalate complex issues to appropriate IT teams or vendors when required.
• Maintain clear communication with users regarding issue status and resolution.
• Administer user accounts, permissions, and licenses within Microsoft 365 (including Exchange, Teams, OneDrive, and SharePoint).
• Perform user setup, role assignments, and access management in Yardi and DSSI systems.
• Assist with onboarding and offboarding processes, ensuring appropriate system access and security controls.
• Support password resets, MFA issues, and account troubleshooting across supported platforms.
• Install, configure, and troubleshoot workstations, laptops, and standard IT equipment.
• Provide hands-on and remote support for networked and local printers, including driver installation and connectivity issues.
• Coordinate with vendors for printer maintenance and repairs as needed.
• Maintain accurate inventory records for IT assets.
• Assist with basic network troubleshooting, including connectivity, cabling, switches, and wireless access issues.
• Support light networking tasks such as patching, port activation, and endpoint connectivity.
• Identify and report recurring network or infrastructure issues to senior IT staff.
• Create and maintain technical documentation, FAQs, and standard operating procedures.
• Contribute to knowledge base articles within Zendesk to improve first-contact resolution.
• Identify opportunities to improve support processes and user experience.

Benefits

• Health, Dental, Vision, and Life Insurance.
• 401K with company match.
• Paid Vacation, Holidays, and Sick Leave.
• Employee Assistance Program.
• Generous Employee Referral Program