IT Analyst

We seek a proactive and customer-focused IT Analyst to join our on-site IT team. Reporting to our Head of IT, the ideal candidate will provide hands-on technical support, manage IT assets, and ensure the smooth operation of daily technology needs across the organization. This position requires strong troubleshooting skills, a service-oriented mindset, and the ability to support a variety of platforms and systems.

As an IT Analyst, you will provide in-person and remote technical assistance to end-users for hardware, software, and network-related issues. You will also diagnose, resolve, or escalate issues to appropriate teams when necessary. You will monitor and prioritize incoming support tickets in the helpdesk system, ensure timely resolution and communication with end-users, handle ticket escalations and document solutions for future reference. You will also provide support for macOS, Windows, and Android devices.

You will assist with Zoom meeting setup, configuration, and troubleshooting for both virtual and hybrid meetings. You will manage user accounts within Active Directory, Microsoft 365, Google Workspace, or other systems. You will also maintain accurate asset inventory records and coordinate device provisioning, configuration, and shipping for new hires and replacements.

You will maintain detailed records of issues, resolutions, and best practices and contribute to improving internal support processes and knowledge base materials.