IT Support Analyst II

  • Proficient in delivering technical support in remote environments.
  • Skilled in troubleshooting software and hardware issues, with expertise in Mac OS (80%) and Windows 10 (20%).
  • Capable of configuring Mac and PC devices to adhere to company standards using MDM solutions.
  • Experienced in conducting onboarding and end-user training sessions.
  • Demonstrates the ability to create clear and concise documentation.
  • Actively contributes to achieving IT project goals.
  • Shows a strong desire to learn and develop alongside the team as our requirements evolve.
  • Manages company hardware inventory and performs asset labeling.
  • Proficient in user access management across multiple systems, including Okta, Google Workspace, Slack, and Atlassian.
  • Skilled in multitasking and prioritizing assigned tickets to meet deadlines.
  • Willing to participate in an on-call rotation with occasional after-hours or weekend work as needed.

Education and Experience:

  • Minimum of two years of experience in a technical support role
  • Proven experience supporting mixed environments (primarily Mac OS – 80%, Windows 10 – 20%)
  • Proficiency with helpdesk ticketing systems; experience with JIRA is preferred
  • Excellent interpersonal and communication skills
  • Familiarity with supporting devices managed by JamfPro and/or VMWare Workspace One
  • Relevant technical certifications would be advantageous (COMPTIA, Apple, Microsoft, etc)
  • A college degree and industry certifications are preferred, though not mandatory