Internal Support Analyst

As a Internal Support Analyst, you will require dedication, persistence, effective utilization of provided resources, and the ability to deliver superior customer service. You will be responsible for maintaining user uptime and improving computing experiences through effective maintenance, problem identification, and resolution activities. You also should have a strong motivation to learn new technologies, create, and follow processes. This position will report to the Manager, Desktop & A/V Support.

Work schedule: Hybrid

• Support desktop operating systems Windows 11 and macOS
• Support standard applications such as Microsoft Office, Exchange, and Distro groups
• Manage, troubleshoot, and enhance policies via Microsoft Intune, Azure AD, and AAD
• Package and deploy Windows and macOS applications via Intune
• Experience deploying Windows devices with Intune Autopilot
• Teams Administrator setting up call routing for Teams phones. 
• Investigate and coordinate security incident responses in ServiceNow
• Provide vulnerability management for third-party applications
• Take ownership of inbound support requests, escalating when necessary
• Troubleshoot remote access methods such as RDP and VPN
• Office 365 administration and support, including OneDrive, SharePoint, and Teams
• Support and troubleshoot audio/video functions with Teams Conference Rooms and Logitech systems
• Maintain standards and documentation on an ongoing basis as products and technologies evolve
• After-hours and weekend support may be required occasionally

The Ideal Candidate

• Intellectual curiosity and desire to tackle the root of issues that impact customers and the teams
• Strong Windows 11 and macOS configuration and troubleshooting experience
• Ability to quickly learn new software and IT concepts
• Strong problem-solving and decision-making skills
• Ability to work autonomously as well as an integral member of a team
• Experience working with a scripting language such as PowerShell and Linux Shell
• Ability to communicate well with customers with a proactive approach

Salary Range: $73,895 - $82,445

*The disclosed range estimate has not been adjusted for applicable geographic differential associated with the location*