IT Support Analyst

About The Role: 

Please Note: This role is based out of our Columbia, Missouri office and requires office attendance 3-4 days/week.

The IT Support Analyst will be the first point of contact for employees seeking technical 
assistance via Slack channels, Jira ticket queues, and email. This role requires strong
problem-solving skills, attention to detail, and a customer service mindset. The IT Support
Analyst will support common enterprise systems such as Google Workspace, Okta, Slack,
SentinelOne, and a VPN endpoint security tool. The candidate will also perform basic user
administration, assist in writing technical documentation, and escalate more complex issues as
needed.

What you'll do:

• Monitor and Manage Slack Channels and Jira Ticket Queues
• Respond promptly to end-user requests, troubleshoot basic technical issues, and escalate tickets when necessary.
• Create, modify, and delete user accounts in Google Workspace, Okta, and other systems.
• Assist with password resets, account lockouts, and basic user access issues.
• Perform user onboarding and offboarding tasks, including configuring accounts and granting appropriate access permissions.
• Troubleshoot issues related to Google Workspace, Slack, and Okta integrations.
• Monitor and resolve basic endpoint security alerts through SentinelOne.
• Assist users with connecting to the corporate VPN, troubleshooting basic connectivity issues,and ensuring endpoint devices are properly secured.
• Draft and update standard operating procedures (SOPs), FAQs, and how-to guides for end users, ensuring they are easy to follow and technically accurate. Confluence
• Interact with end users in a professional and empathetic manner.
• Maintain a high level of customer satisfaction by ensuring timely and accurate resolutions.
• Collaborate with senior IT staff to escalate and resolve more complex technical issues efficiently.
• Proactively identify recurring issues and suggest improvements.

What you'll bring:  

• Basic knowledge of Google Workspace administration (creating/deleting users, email
  configurations, basic troubleshooting).
• Familiarity with identity and access management, including basic Okta user administration, 
  password resets, and troubleshooting login issues.
• Ability to manage Slack workspaces, troubleshoot common issues, and assist users with 
  notifications, account settings, and integrations.
• Basic understanding of SentinelOne or equivalent endpoint security tools to handle alerts, quarantines, and investigate 
  potential security incidents.
• Basic troubleshooting for Always-On VPN, assisting users with connectivity issues, and 
  understanding VPN logs.
• Experience managing and updating Jira tickets, categorizing issues, tracking progress, and ensuring 
  prompt ticket resolution.
• Experience creating and maintaining technical documentation, including procedures, guides, 
  and FAQs in Confluence
• Associates degree in IT, CS or related field
• At least 2 years of prior work experience in a technical support or IT help-desk role with hands-on experience in user administration and basic system troubleshooting
• Relevant certifications such as Google Workspace, Okta Certified Professional, CompTIA A+, ITIL Foundation 

Who you are: 

• Positive and approachable with a focus on providing exceptional support to end users.
• Strong problem-solver with a proactive mindset.
• Strong multitasker with the ability to manage and prioritize multiple incoming requests and ensure timely responses to user queries.
• Effective verbal and written communicator with proven experience escalating issues appropriately and sharing knowledge.
• Detail- oriented, ensuring accuracy in all tasks, from account configurations to documentation writing.