IT Analyst

Overview

The IT Analyst provides tier 1/2 technical support and maintains operational continuity for a globally distributed, remote workforce.

What you'll do

• Deliver tier 1/2 support for remote employees via ticketing, chat, email, and video calls.
• Troubleshoot hardware, software, and connectivity issues across PCs, Macs, and Windows 365 Cloud PCs.
• Monitor end user experience metrics and recommend improvements to reduce friction.
• Support onboarding and offboarding to ensure working equipment and system access on day one.
• Maintain OS updates, imaging/provisioning, and patch management for physical PC and Mac fleets.
• Coordinate with regional MSPs/vendors, track SLAs, and escalate complex incidents.
• Document recurring issues and maintain knowledge base articles and ITSM records.

What you'll need

• 2+ years of experience in IT support, service desk, or an analyst capacity.
• Bachelor’s degree in Computer Science/IT (or equivalent practical experience).
• Proficiency with both macOS and Windows operating systems.
• Strong preference for experience with Windows 365 / Cloud PC or equivalent virtual desktop infrastructure (VDI/Azure Virtual Desktop).
• Experience coordinating with external IT managed service providers (MSPs) or outsourced vendors.
• Knowledge of networking principles (VPN, DNS, Wi‑Fi troubleshooting).
• Experience with ITSM/ticketing platforms (e.g., Zendesk, Jira Service Management, ServiceNow).

Details

• Support is for a globally distributed remote workforce across multiple time zones.