IT Support Analyst

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.