IT Technical Support Analyst
$65,000–$80,000 year
HybridRaleigh, North Carolina, United States
Job Summary
Serve as the primary onsite technical support resource for the Raleigh office and provide remote support across FMI. Troubleshoot hardware, software, Windows, Microsoft 365, mobile devices, printers, peripherals, and conference room technology. Manage support requests in Halo ITSM from intake through resolution, maintaining accurate documentation and user communication. Deploy, configure, maintain, and troubleshoot Windows laptops and endpoint devices using Microsoft Intune. Provision user accounts, permissions, Microsoft 365 access, and other technology resources. Support employee onboarding and offboarding, including workstation setup, account provisioning, equipment deployment, and asset recovery. Maintain hardware inventory, asset records, and device lifecycle documentation. Provide responsive and professional support to executive leadership. Escalate complex infrastructure, networking, identity, server, and security issues while maintaining ownership and keeping users informed. Identify recurring issues and recommend improvements to support processes and operational efficiency. Follow FMI security policies, operational standards, and confidentiality requirements.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Equivalent education, experience, or certifications will be considered.
- 3 to 5 years of professional desktop or end user technical support experience in a Windows based environment.
- Experience supporting Microsoft 365 and using an IT service management or ticketing platform.
- Experience with endpoint deployment, device management, and user account administration.
- Strong troubleshooting, customer service, communication, and organizational skills, including the ability to explain technical information to nontechnical users.
- Ability to work independently and collaborate with a geographically distributed IT team.
- Professionalism, discretion, sound judgment, and ability to handle confidential information.
- Must be legally authorized to work in the US on a full-time basis.
Desired Qualifications
- Experience supporting executive leadership.
- Experience with Microsoft Intune and endpoint management.
- Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft 365 Fundamentals, Azure Fundamentals, or Microsoft Endpoint Administrator Associate.
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