IT Support Analyst

You will independently troubleshoot hardware and software issues for end users, resolving support tickets with minimal escalation. You will maintain runtime performance and availability while installing and maintaining infrastructure and desktop applications. Your role requires preparing technical documentation, ensuring compliance with application turnover documents, and presenting performance metrics to management. You will handle C-Level matters with discretion and manage multiple tasks concurrently while adhering to ITSM policies, SLAs, and SOC1 regulations.

Responsibilities

• Troubleshoot and resolve hardware, software, and infrastructure issues for end users.
• Administer and support Azure Portal, Entra ID, Intune, and M365/Exchange environments.
• Maintain Active Directory, GPO, DHCP, DNS, and endpoint security tools like Zscaler and Bitlocker.
• Prepare and review technical documentation and knowledge articles for internal teams.
• Ensure compliance with ITSM policies, SLAs, and SOC1 regulations during all support activities.

Required Skills

• 8+ years of hands-on experience in IT Service Desk and Field Support environments.
• Proficient in Microsoft Windows 11, Active Directory, and PowerShell automation.
• Experience with Microsoft Intune, Company Portal, and Azure Virtual Desktop.
• Solid understanding of networking fundamentals including DHCP, DNS, and GPO.
• Familiarity with CyberArk Privileged Access Management and Endpoint Privilege Manager.
• Ability to communicate effectively with users at all technical skill levels.
• Bachelor's degree (B.A. / B.Sc.) from a four-year college or university.

Preferred Skills

• Experience supporting Macbook environments and mobile devices (iPhone/iPad).
• Knowledge of MS Teams Conference AV systems and Okta identity management.
• Japanese language proficiency.