IT Support Analyst

About the Role:

Your primary objective will be to provide email, phone, and walk-up technical support to internal users. This position will serve as an addition to the IT Support department on-site rotating between our two Indianapolis locations. You will need demonstrated experience administering Windows-based hardware and the Microsoft 365 suite along with great communication, a problem-solving mindset, and a customer-first attitude. You will be responsible for deploying/maintaining user workstations, network infrastructure, and audio/video technology for conference rooms.

Responsibilities:

• Efficiently resolving Windows/Mac hardware and software issues of varying complexity both in-person and remotely
• Deployment of PC/Mac workstations, network infrastructure, and audio/video equipment
• Troubleshoot network issues using knowledge of TCP/IP, DHCP, DNS, and 802.11 protocols
• Maintenance and troubleshooting of network-connected printers and digital signage
• Perform root-cause analysis for incidents updating relevant documentation and SOPs upon resolution
• Managing incidents and service requests with professional communication through Jira ticketing system
• Office 365 administration of users, Exchange mailboxes, and security incidents in Defender via GUI and PowerShell
• Managing users, workstations, and groups with Active Directory
• Management of PCs using Microsoft Intune and deployment using Windows Autopilot
• Incident response using Microsoft Defender and Sentinel One
• Administration of GoTo Connect VOIP system.
• Managing users and access levels in Lenel S2 door access system
• Maintain and update documentation for internal and external processes using Confluence
• Manage user onboarding and offboarding with accuracy following department SOPs.
• Drive automation of existing onboarding/offboarding processes
• Inventory management of computer hardware and peripherals
• Balancing service requests and projects with changing priority (approximately 70% service requests, 30% projects)
• Testing and implementation of new hardware and software
• Must be willing to travel to other office locations (up to 20%)
• Must be willing to work flexible hours as required, including holidays.

Required Qualifications:

• 3 – 5 years of experience supporting Windows-based PCs in an enterprise environment, Microsoft 365 administration, Active Directory, and remote support.
• 3 – 5 years of experience troubleshooting network issues for end-users
• 3 - 5 years of experience configuring Windows enterprise device management using Intune, SCCM, or similar platforms
• Experience with PowerShell scripting
• Prior experience with IP phone systems
• Prior experience with a ticketing system, Jira Service Management platform is ideal.
• Attention to detail with ability to create, follow, and improve internal and external documentation.
• Outstanding communication and customer service skills

Skills:

• A candidate with certifications in Microsoft Desktop, 365, or Azure is desired.
• Strong ability to handle concurrent projects with changing priorities.
• Excellent oral and written communication skills
• Customer-focused attitude
• Strong analytical and organizational skills
• Drive to seek answers and learn independently.
• Team-player and adaptable
• Comprehension of technical documentation

Additional Information:

• Visa sponsorship is not available for this position.

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