IT Support Analyst
Provide tier 1 and tier 2 IT support, troubleshoot Apple hardware/software, manage user equipment setup, and help employees adopt AI-powered productivity tools in an enterprise environment.
About the job
Role Responsibilities
- Provide front-line support for a range of technical issues.
- Troubleshoot and support Apple hardware, software, and peripherals.
- Deliver friendly, customer-focused IT support while maintaining SLAs.
- Set up new hire equipment, including laptops, monitors, and accessories.
- Assist in user account management across various internal and external systems.
- Assist with hardware and software setup, configuration, and maintenance.
- Support end-users with productivity tools, including AI-enabled applications and platforms.
- Contribute to the development of clear documentation and technical guides.
- Ensure compliance with IT operating procedures.
- Handle equipment logistics, boxing, shipping and inventory tracking.
- Install and configure new IT equipment as needed.
- Support the existing IT infrastructure and assist with improvements.
- Participate in on-call rotations to provide support as needed, including after-hours and weekends.
Required Skills / Abilities
- 2+ years of experience in desktop or IT support roles within an enterprise environment.
- 1+ years of demonstrated experience troubleshooting Apple hardware and software.
- 1+ years proven track record of using ticket-based support systems.
- Ability to support end-users in adopting new technologies, including explaining AI-driven features in a clear, non-technical manner.
- Understanding of data privacy, security, and responsible use considerations related to AI-enabled tools.
- Ability to regularly lift and handle IT equipment up to 25 pounds, and occasionally up to 50 pounds.
Ideal Qualifications
- Exceptional customer service skills with a patient, solution-oriented approach.
- Familiarity supporting multiple operating systems (macOS, Windows, mobile).
- Hands-on experience with remote desktop tools and cloud application troubleshooting.
- Familiarity with Mobile Device Management (MDM) solutions and resolving associated issues.
- Experience supporting or administering SaaS applications that incorporate AI or automation features.
- Exposure to enterprise AI tools (e.g., AI copilots, chat assistants, workflow automation tools) and supporting users in their day-to-day use.
- Ability to document processes, FAQs, and usage guidelines for new tools, including AI-powered solutions.
- Strong organizational, time management, and communication skills.
Skills
Apple Hardware Troubleshooting, macOS, Windows, Mobile Device Management, MDM, Remote Desktop Tools, Saas Applications, Ai Tools Support, Ticket-Based Support Systems, Cloud Application Troubleshooting, It Equipment Setup
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