Systems Support Analyst

Job Responsibilities

As a Systems Support Specialist, you will report directly to the Managing Director of IT and work closely with our Senior Systems Support Manager on a day-to-day basis. Your specific duties will include:

Day-to-Day Support:

• Serve as first point of contact for IT support requests across all channels — Zendesk tickets, Teams, phone, and in-person walk‑ups
• Troubleshoot and resolve hardware, software, and connectivity issues for end‑users across US offices
• Manage and maintain the IT ticketing system (Zendesk) — logging, updating, categorizing, and closing tickets in a timely manner
• Maintain ticket categorization and reporting hygiene to improve team visibility and support operational planning
• Set up and configure desktops, laptops, printers, phones, and peripheral devices
• Provide remote support for offsite and traveling employees

Onboarding & Offboarding:

• Execute end-to-end onboarding for new US hires — Azure AD account creation, software licensing, hardware setup, and phone system configuration
• Manage offboarding tasks — access revocation, license removal, device recovery, and email delegation
• Track and maintain onboarding and offboarding tasks through established project management tools

Asset & System Maintenance:

• Maintain and update IT asset inventory within established systems — tracking equipment location, condition, and basic lifecycle status
• Support asset management processes as tooling and procedures evolve over time
• Perform routine maintenance tasks including software updates, system backups, and hardware diagnostics
• Support workstation moves and reconfigurations during employee transitions

Security & Documentation:

• Follow and support established security procedures — user account management, access controls, and ensuring employees adhere to IT security policies
• Maintain accurate documentation of support requests, system configurations, and IT procedures
• Assist with communicating IT incidents and resolutions to employees as needed, escalating to the Systems Support Manager for leadership visibility
• Work closely with the Senior Systems Support Manager and broader IT team on projects, system upgrades, and process improvements
• Escalate complex or critical issues appropriately, with clear documentation of steps taken
• Perform other duties as assigned

• No Supervisory responsibilities assigned.

You must be a highly energetic and motivated individual with a genuine desire to help people and solve problems. Strong communication skills are essential — you'll be interacting with employees at all levels daily. You must be organized, detail-oriented, and comfortable managing multiple open issues simultaneously.

Specific qualifications for the Systems Support Specialist include:

• Experience in a helpdesk, IT support, or technical support role
• Working knowledge of Windows operating systems and Microsoft 365 (Outlook, Teams, SharePoint)
• Experience setting up and troubleshooting desktops, laptops, and peripheral devices
• Strong written and verbal communication skills
• Strong organizational skills and ability to manage multiple tasks simultaneously
• Ability to work independently and know when to escalat… ex

• Experience with Azure Active Directory / Entra  — account creation, licensing, group management
• Familiarity with basic networking concepts — DNS, DHCP, VPN, printer connectivity
• Familiarity with IT ticketing systems, particularly Zendesk
• CompTIA A+, Microsoft 365 Fundamentals (MS‑900), or similar certification
• Experience supporting a distributed, multi‑office environment
• High school diploma or equivalent required; college coursework or degree a plus

Moderate physical activity performing somewhat strenuous daily activities of a primarily administrative nature. Includes sitting and/or standing for extended periods of time with the ability to lift up to 25 lbs.

Manual dexterity sufficient to reach/handle items, works with the fingers and perceives attributes of objects and materials.

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