IT Support Analyst

Overview:
IAC is seeking a proactive and customer-focused IT Support Analyst to provide high-quality technical support across various end-user roles. This role requires strong problem-solving abilities, excellent communication skills, and a passion for delivering outstanding service.

Key Responsibilities:

• Deliver professional, courteous technical support to internal users.
• Manage onboarding tasks, including setting up user accounts, hardware, and peripherals.
• Log, track, and resolve support tickets using the incident management system.
• Document issues and resolutions to expand the IT knowledge base.
• Diagnose and resolve hardware and software issues on both Mac and PC platforms.
• Prioritize support requests to address high-impact incidents first.
• Collaborate with other IT teams on escalated issues to ensure timely resolution.
• Uphold IT policies and procedures across the organization.
• Contribute to process improvements and root cause analysis.

Qualifications:

• 1–3 years of IT support experience (internships included).
• Strong customer service and communication skills.
• Able to install, configure, and troubleshoot Mac and PC systems.
• Experience training users on basic IT tools and systems.
• Comfortable presenting technical concepts to non-technical audiences.
• Solid grasp of IT infrastructure: systems, networks, security, and hardware.
• Physically able to lift up to 50 lbs (e.g., computers, monitors).
• Eagerness to learn new tools and technologies.

Preferred Skills:

• Proficiency with Windows and/or macOS.
• Experience with Active Directory, Microsoft 365, and Office Suite.
• Understanding of TCP/IP, DNS, DHCP, and other network protocols.
• Familiarity with tools such as Freshservice, JAMF, BigFix, PowerShell, Slack, Adobe, and G Suite.
• Basic scripting knowledge is a plus.

Salary range: $80,000 – $85,000

The base salary range above represents the anticipated low and high end of the salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of IAC’s total compensation package for employees. Other rewards may include annual bonuses, and short- and long-term incentives. In addition, IAC provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).