It Support Analyst

IT Support Analyst

Location: Hybrid - 3 days per week in Washington DC (Federal Triangle)

Role Summary

The IT Support Analyst will provide hands-on technical assistance within a distributed, international organization. This position supports a diverse user base across multiple regions and time zones, delivering reliable, high-quality IT services for both in-office and remote staff. Success in this role requires strong problem-solving skills, a service-oriented approach, and the ability to work collaboratively within a global technology function.

Core Responsibilities

• Serve as a primary point of contact for day-to-day technical support issues, handling both first- and second-level requests.
• Respond to and resolve support inquiries through various channels, including ticketing systems, email, phone, and face-to-face interaction.
• Configure, troubleshoot, and maintain end-user equipment such as laptops, desktops, peripherals, and mobile devices.
• Provide support for collaboration and conferencing tools, including virtual meeting platforms and room-based technology.
• Log, manage, and close support requests in accordance with established service standards and SLAs.
• Maintain accurate records of IT assets, including onboarding, offboarding, and equipment lifecycle processes.
• Assist with system monitoring, compliance with internal technology policies, and escalation of potential security issues.
• Work closely with other technology team members and business stakeholders to improve service delivery and user experience.
• Attend the local office on a hybrid basis, with regular on-site presence required.
• Participate in limited business travel as needed.

Experience & Technical Skills

• At least three years of experience in an IT support, service desk, or desktop support environment.
• Strong hands-on experience supporting Windows and macOS devices, as well as iOS and Android platforms.
• Familiarity with modern workplace and collaboration tools, including Microsoft 365 and comparable cloud-based services.
• Working knowledge of operating systems, directory services, and common enterprise applications.
• Experience using IT service management or ticketing platforms.
• Understanding of basic networking principles and troubleshooting techniques.

Professional Competencies

• Clear and professional written and verbal communication skills.
• Proven ability to manage confidential or sensitive information responsibly.
• Well-organized, detail-oriented, and comfortable working within defined processes.
• Ability to prioritize tasks and work independently while contributing to a broader team.

Preferred Qualifications

• Experience with endpoint and device management solutions.
• Degree in Information Technology, Computer Science, or a related discipline.
• Industry-recognized technical certifications.

Compensation

• Base salary range: $70,000–$80,000 , depending on experience and qualifications. This role is bonus eligible