IT Support Analyst

Job Summary

Providing front-line technical support, the full-time IT Support Analyst II will diagnose complex issues across endpoints, identity, networks, and collaboration platforms while working remotely.

Key responsibilities

• Deliver prompt and technically sound support to internal users, triaging and resolving complex issues while documenting root causes
• Utilize CLI and system logs to diagnose issues, performing basic HTTP/DNS/network checks to isolate faults
• Create and maintain SOPs and knowledge articles to improve resolution times and track support KPIs for process enhancements

Required qualifications

• 3-6 years of experience in IT support or service desk within a SaaS/cloud-first environment
• Demonstrated troubleshooting discipline across client, network, authentication, service, and data layers
• Solid understanding of systems and network fundamentals, including OS basics and HTTP/DNS concepts
• Experience with identity and access management principles, including user lifecycle and MFA
• Fluency in CLI for troubleshooting tasks, including navigating files and inspecting logs