Deliver frontline technical support to end users globally
Serve as the first point of contact for end user IT support requests
Provide desk-side support, physically assisting US-based employees with hardware, software, and connectivity issues
Provide remote technical support to end users in other regions
Troubleshoot and resolve issues for laptops, desktops, mobile devices, and peripherals
Manage user accounts, group memberships, and access permissions in Microsoft Entra ID (Azure AD)
Perform basic Exchange Online administration tasks
Fulfill standard IT service requests submitted through the ticketing system
Support Microsoft 365 applications for end users
Perform user onboarding and offboarding tasks
Reset passwords, manage MFA enrollment, and assist with account lockouts
Set up and configure end user devices
Escalate complex issues to senior IT staff or the MSP
Document common issues, resolutions, and end user how-to guidance in the knowledge base
Maintain a positive, professional, customer-service-oriented approach with end users

2 plus years of experience in a help desk, desk-side, or IT support role
Certifications such as CompTIA A+, Microsoft 365 Certified: Fundamentals, or similar preferred
Experience with a ticketing system (e.g., ServiceNow, Freshdesk, Tikit) preferred
Working knowledge of Microsoft Entra ID (Azure AD) user and group administration
Basic familiarity with Exchange Online administration (mailbox permissions, distribution lists, shared mailboxes)
Familiarity with Microsoft 365 applications and basic administration
Basic understanding of networking concepts (Wi-Fi, VPN client troubleshooting) from an end-user support angle

IT Support Analyst

Key skills