IT Support Analyst

IT Support Analyst

We are seeking a proactive and detail-oriented IT Support Analyst who excels at putting the customer first, solving problems, and delivering innovative solutions. In this role, you'll support end users with empathy and efficiency, navigate evolving technical challenges, and contribute meaningfully to the improvement of our systems and services. You'll work both independently and collaboratively, demonstrating ownership, curiosity, and a passion for quality.

Responsibilities

1. Deliver an exceptional customer experience– Above all, our end users are our top priority. You will provide responsive, thoughtful support by diagnosing and resolving issues, and escalating to the appropriate team members when necessary.
2. Ensure scalable and evolving operations– Document and update runbooks and procedures to support consistency and continuity. Identify recurring issues and propose scalable solutions, while continuously improving workflows and tools as our environment evolves.

1. Own the hardware and software lifecycle– Manage inventory and licensing across multiple platforms. This includes provisioning, maintaining, and decommissioning devices and applications as part of a seamless user experience.

1. Foster cross-functional and global collaboration– Work closely with team members across departments and time zones to align on shared goals and deliver a consistent, high-quality user experience. Adapt communication styles and priorities to meet the diverse needs of a multi-regional team.

Required Qualifications

• A genuine passion for helping people and solving problems with empathy and efficiency.
• Strong sense of accountability, delivering quality results with integrity and care.
• Collaborative mindset with a willingness to listen, learn, and share knowledge.
• Prior experience providing excellent customer service in a technical support environment.

• Proficiency managing MacOS devices in a business environment, with comfort supporting Windows systems.

• Familiarity and hands-on experience with tools including Google Workspace, Okta, Jira, JAMF, Zoom Conference Rooms, Crowdstrike, Office 365 and Intune.

• Flexibility and resilience in navigating dynamic priorities and evolving technology.

Equal Opportunity Statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.

Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the 'apply' button.