Position Summary:

The Support Analyst is responsible for the following:

• Escalated End-User Support & Service Delivery
  • Provide advanced support for escalated incidents and service requests via the ITSM platform, chat, phone, remote management and in person as needed.
  • Serve as an escalation point for complex technical issues, coaching and mentoring team members as needed.
  • Maintain clear, accurate, and complete documentation for all incidents and requests.
  • Participate in a rotating after‑hours on‑call schedule and provide on‑site support at offices or job sites when required.

• 
  Troubleshooting and Technical Problem Resolution
  • Diagnose and resolve software, hardware, application, and connectivity issues, including recurring and high‑impact problems.
  • Support endpoint devices and ensure compliance with configuration, security, and governance standards.
  • Monitor systems and applications to identify performance issues and proactively recommend improvements.
  • Maintain working knowledge of enterprise platforms, department‑specific business applications, and network fundamentals.

• 
  IT Administration & Access Management
  • Perform IT administrative functions such as:
  • User onboarding and offboarding
  • Account creation, modification, suspension, and removal
  • Application licensing and access provisioning
  • Hardware specification, testing, deployment, and lifecycle support
  • Validate access requests against role‑based access standards, approvals, and audit requirements.
  • Execute onboarding and offboarding processes accurately to ensure secure and timely access.

• 
  Automation, Workflow, & Project Support
  • Participate in IT projects, including hardware refreshes, software upgrades, and platform enhancements.
  • Assist with the design, implementation, maintenance, and support of automated workflows and administrative processes.
  • Continuously identify opportunities to improve efficiency, reliability, and consistency through automation and process optimization.

• 
  Site Commissioning
  • Oversee Site Startups, Moves and Shutdowns including hardware procurement and broadband services.
  • Build and maintain Site Job Boards
  • Coordinate network refreshes

• Training and Documentation
  • Develop, maintain, and update standard operating procedures (SOPs), FAQs, and internal knowledge documentation.
  • Provide end‑user training and guidance on IT systems, tools, and best practices, including Microsoft productivity tools and core business applications.
  • Lead or support training sessions for support team members to improve technical skills and process adherence.
  • Promote knowledge sharing and documentation standards across the support organization.

Education & Certification:

• Bachelor’s degree in Business, Information Technology, Computer Science, Engineering, or a related field preferred.
• Certifications such as CompTIA A+ or ITIL preferred.

• 3-5 years of related experience in an IT role
• Experience with IT workflow improvement, scripting, automation preferred

Required Skills and Competencies:

• Technical Proficiency: Strong experience with ITSM systems, SaaS platforms, mobile and desktop operating systems, networking technologies, Microsoft productivity tools, automation platforms, and scripting.
• Problem Solving: Advanced troubleshooting and diagnostic skills for software and hardware.
• Communication: Clear and effective verbal and written communication skills.
• Interpersonal Skills: Adaptable, detail-oriented, and able to work effectively in fast-paced environments.
• Personal Attributes: High ethical standards, strong decision-making ability, and a sense of urgency and accuracy.

Work Environment and Physical Demands:

• Hybrid work environment with a mix of in-office and remote work.
• Regular in-office user support shifts and regular visits to job sites throughout our footprint
• Job sites may include outdoor and construction environments with uneven terrain.
• Regular use of office equipment and mobility throughout workspaces is required.
• Effective verbal and auditory communication is required across multiple channels.

Travel Requirements:

• Regular travel to office locations and work sites within the company’s footprint. Overnight travel may occasionally be required.