IT Support Analyst

What You'll Do

Respond to and resolve inbound computer-related end user support tickets in a timely manner. Provide comprehensive support for Windows 11 and current macOS versions. Troubleshooting laptops, docking stations, monitors, printers, mobile devices, conference-room equipment, and peripherals.
Endpoint management and provisioning using tools such as Microsoft Intune, Jamf, or equivalent.
Support Device enrollment, configuration, and deployment 
Provide Support for Microsoft 365, ex. Outlook, Teams, Office etc.
Complete basic Entra ID/Azure AD administration.
Complete hardware diagnostics, warranty coordination, asset inventory, and secure device disposal.
Provide IT support relating to technical issues involving Microsoft’s core business applications and operating systems.
Provide hands-on support for office data closets, Intermediate Distribution Frames (IDFs), and Main Distribution Frames (MDFs), including inspection, troubleshooting and maintenance
Perform rack-and-stack activities when needed, equipment installation and removal, patch-cable management, labeling, port tracing, and copper/fiber connectivity testing in accordance with structured-cabling and workplace-safety standards. 
Support physical- and access-layer network troubleshooting when required, including Ethernet, and structured cabling; coordinate with network engineering for configuration changes and escalations. 
Monitor and report data-closet conditions and risks, including power, cooling, water intrusion, environmental alerts, physical security, housekeeping, and cable-management issues. 
Be familiar with asset inventories, rack elevations, port maps, cabling diagrams, maintenance records, and standard operating procedures for local infrastructure.
Coordinate with facilities, carriers, vendors, and local contractors for installations, repairs, circuit turn-ups, and scheduled maintenance; validate completed work and update documentation.
Participate in after-hours support call rotation; support after-hours emergencies; occasional travel to support office IT maintenance issues.

What You'll Bring

At least 3 years of experience in a Help Desk, Desktop Support, or IT Support role in an enterprise or multi-site environment.
Experience providing Tier 2 desktop support for Windows 11 and current macOS versions.
Experience installing, configuring, troubleshooting, and supporting desktops, laptops, docking stations, monitors, printers, mobile devices, conference-room equipment, and other peripherals.
Experience with endpoint management and provisioning tools such as Microsoft Intune, Jamf, or equivalent platforms, including device enrollment, configuration, deployment, patching, and lifecycle management.
Experience with basic Active Directory and Entra ID/Azure AD administration, including user and device access, permissions, authentication.
Experience with endpoint security controls, including Windows BitLocker, macOS FileVault, security policies, device compliance, and secure device disposal.
Experience performing hardware diagnostics, coordinating warranty repairs, maintaining asset inventories, and supporting new-hire and employee technology deployments.
Experience supporting network closets, IDFs/MDFs, or small data-center environments in an enterprise or multi-site organization.
Hands-on experience with rack-and-stack work, equipment installation and removal, patch panels, structured cabling, cable labeling, port tracing, and copper/fiber connectivity testing.
Experience troubleshooting physical connectivity, Ethernet, PoE, wireless access points, VLAN/port issues, and network-port problems, with the judgment to escalate configuration or routing issues to network engineering.
Experience inspecting and reporting data-closet conditions, including power, cooling, water intrusion, environmental alerts, physical security, housekeeping, and cable-management risks.
Experience maintaining infrastructure documentation such as rack elevations, port maps, cabling diagrams, cable records, asset inventories, maintenance records, and standard operating procedures.
Experience coordinating with facilities, carriers, vendors, and local contractors for installations, repairs, circuit turn-ups, and scheduled maintenance.
Experience with administrative scripting and task automation using PowerShell, Bash, etc.
Ability and willingness to participate in an after-hours support rotation and travel to office locations as required.
Ability to prioritize and effectively work on multiple tasks concurrently with strong attention to detail
Excellent analytical, troubleshooting, and technical skills
Proven ability to provide Tier 2 desktop support for Windows 10/11 and current macOS versions.
Experience troubleshooting laptops, docking stations, monitors, printers, mobile devices, conference-room equipment, and other peripherals.
Working knowledge of endpoint management and provisioning tools such as Microsoft Intune, Jamf, or equivalent platforms.
Working knowledge of Microsoft 365, Outlook, Teams, VPN, MFA, SSO, and common remote-support tools.
Basic administration knowledge of Active Directory, Entra ID/Azure AD, device enrollment, permissions, and access management.
Familiarity with endpoint security, Windows BitLocker, macOS FileVault, patching, and device-compliance requirements.
Working knowledge of LAN/WAN, Ethernet, TCP/IP, DHCP, DNS, VLANs, PoE, wireless networking, and basic network troubleshooting.
Hands-on ability to work safely in data closets, IDFs, and MDFs; familiarity with racks, patch panels, cable management, UPS/PDU equipment, and copper/fiber cabling.
Ability to use cable testers, tone generators, labelers, and other common tools for tracing, testing, and documenting physical connectivity.
Strong written and oral communication skills in both English and Spanish, with the ability to communicate technical information clearly to end users, vendors, facilities personnel, and remote IT teams.
Strong Advanced English. 
Self-Starter and able to work independently
Associate degree or technical diploma in Information Technology, Networking, Electronics, or a related field preferred; equivalent experience may be considered.
 
Work may require access to data closets, IDFs, and MDFs; standing, walking, climbing short ladders, and occasional lifting or moving of IT equipment.