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 including C-level Executives.
• 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

• 3-5 years of tier 2 - 3 IT support experience.
• Excellent customer service and communication skills.
• Experience providing white glove support to C-level executives.
• In depth knowledge of O365 administration, including Exchange Online, Intune, Identity, and grasp of IT infrastructure: systems, networks, security, and hardware.
• Solid experience resolving MacOS issues and Jamf device management.
• Zoom Meeting and Phone administration experience including Zoom Room setup and support.
• Basic scripting knowledge required.
• Comfortable presenting technical concepts to non-technical audiences.
• Physically able to lift up to 50 lbs (e.g., computers, monitors).

Preferred Skills

• Experience with On Premise Active Directory, Freshservice, BigFix, Slack, Adobe, and G Suite.
• Understanding of TCP/IP, DNS, DHCP, and other network protocols.

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).