Information Technology Support Analyst

About the Role : The IT Support Analyst will join a highly customer service–oriented team responsible for the provisioning, installation/configuration, operation, and maintenance of workstation hardware, software, business applications, and audio/video (A/V) systems.

Responsibilities :

• Deliver outstanding first-contact customer service and communicate effectively with end users.
• Troubleshoot and resolve IT incidents and requests within established SLAs using a ticketing system, maintaining high levels of customer satisfaction.
• Support Windows and macOS laptops, Android and iOS mobile devices, and provide general IT assistance for end users both onsite and remotely.
• Assist with onboarding and setup for new employees, including workstation, account, and access configuration.
• Provide hands-on and remote support for A/V systems, including conference room equipment, live event setups, and company-wide Zoom broadcasts.
• Maintain and perform routine checks on conference room and collaboration technology to ensure reliability.
• Administer and troubleshoot Microsoft 365, Teams, and Entra (Active Directory) accounts.
• Support identity and access management processes; assist with Okta user provisioning and SSO configurations.
• Collaborate with IT administrators to maintain Okta and Microsoft Entra user accounts; experience as an Okta Admin is a plus.
• Provide support and configuration for mobile device management (MDM) tools; familiarity with Intune and Jamf is preferred.
• Perform basic network and VPN troubleshooting to ensure connectivity for remote and onsite users.
• Maintain accurate IT asset inventory and ensure timely updates of issued and returned equipment.
• Ensure compliance with security policies, SOX requirements, and incident reporting standards.
• Assist with and document recurring IT operational and security processes.
• Contribute to continual improvement efforts within the IT Service Desk.

Qualifications :

• Associate’s degree in a computer-related field or equivalent training required.
• 5–7 years of hands-on IT support experience in an enterprise or fast-paced environment.
• Strong customer service, communication, and problem-solving skills.
• Experience supporting both Windows and macOS environments.
• Familiarity with Salesforce and Jira platforms is a plus.
• Hands-on experience supporting Zoom and Microsoft Teams for A/V and event use.
• Experience managing and supporting Okta, Microsoft Entra (Active Directory), and Microsoft 365.
• Working knowledge of MDM tools (Intune, Jamf) and identity management systems.
• Basic understanding of network fundamentals, VPN, and endpoint security awareness.
• Ability to work independently, collaboratively, and cross-functionally to resolve complex issues.
• Certifications such as MTA, MCSA, Network+, CCENT/CCNA are a plus.

Duration: 6 months with possibility for extension.

Location: Austin, TX (3 day hybrid).