IT Support Analyst

• Manage the full lifecycle of onboarding and offboarding tickets and processes, ensuring timely and accurate IT setup and deactivation
• Provide high quality support for technical issues across our environment, with a focus on maintaining a high standard of end user experience
• Manage and resolve inbound support requests via ticketing systems, email, Slack, and remote support tools (e.g. Zoom, Splashtop)
• Maintain and support a variety of systems and devices, including MacOS, Windows, mobile devices, AV equipment, and printers
• Provide advance troubleshooting for account issues impacting onboarding, focusing on critical systems including but not limited to Workday, Okta, Google, Slack, Zendesk, Jira, and Confluence
• Remotely troubleshoot and resolve onsite IT issues related to conference rooms, printers, and other office systems as needed
• Document and update IT policies, procedures, and troubleshooting guides for the IT team and for end user knowledge base articles
• Identify trends and recommend process improvements to enhance support workflows and employee satisfaction
• Assist with IT related projects and initiatives

• 2+ years of IT support experience in a fast paced Enterprise IT environment
• Experience managing and maintaining an enterprise ticketing system is preferred (e.g. Zendesk, Jira, or ServiceNow)
• Outstanding communication skills, which includes the ability to explain complex concepts to nontechnical audiences
• Resourceful and creative problem solver with the ability to discover solutions through research, testing, discovery
• Ability to work well under pressure, and self manage competing priorities
• Experience working cross functionally and fostering stakeholder relationships
• Desire to provide exceptional customer service and satisfaction
• Team player with excellent communication skills
• Attention to detail and a passion for accuracy
• Preferred experience: Administration experience with Okta, Jira, Slack, and Google Workspace
• Preferred experience: Integrating applications, building workflows and automation
• Preferred experience: Familiarity with team based project workflows such as Agile or Kanban

Pay range: $30 - $40p/h

• Benefits may be provided as part of the compensation package, depending on the position offered