IT Support Analyst

About the Role

The primary IT Support Liaison will serve their region by managing escalated incidents and requests from the Service Desk and collaborating with other IT Operations departments. They will assist end users both onsite and remotely with hardware and software inquiries, configure and install IT equipment, and perform asset management tasks such as updates and reconciliation. Key duties include imaging, configuring, and deploying all IT hardware, peripherals, mobile devices, and software for Pike employees, as well as troubleshooting and resolving incidents in cooperation with other IT teams. The role requires detailed documentation of support tickets, coordination with IT Asset Management for inventory accuracy, and setup of video conferencing and other presentation technologies. Remote users receive assistance for application and connectivity issues across desktops, laptops, and mobile devices, while documentation and knowledge‑base articles are created and maintained for the team. • Image, configure, and deploy IT hardware, peripherals, mobile devices, and software for all employees. • Troubleshoot and resolve IT incidents in collaboration with IT Operations. • Document support incidents in the Help Desk ticketing system. • Perform asset management tasks and ensure accurate inventory with ITAM. • Set up and manage video conferencing, webinars, and conference‑room technology. • Provide remote assistance for application and connectivity issues on desktops, laptops, and mobile devices. • Create, edit, and share documentation and knowledge‑base articles for the team. • Research, recommend, and implement solutions under manager guidance. • Support iOS mobile devices across major carriers. • Participate in weekly on‑call rotation for escalation coverage.

Key Responsibilities

• ▸imaging
• ▸troubleshooting
• ▸asset management
• ▸video conferencing
• ▸remote assistance
• ▸documentation

What You Bring

Candidates must have an associate degree in Computer Science or Information Technology, or at least four years of hands‑on experience, along with Active Directory administration and proficiency in Microsoft O365, Windows 10/11, and MDM. The position demands up to 10% nationwide travel, flexibility to work non‑traditional hours, strong customer service skills, meticulous written and verbal communication, and the ability to lift 50 lb while maintaining a clean work environment. Preferred qualifications include experience with Intune, SCCM, and Apple iOS devices, as well as relevant Microsoft or CompTIA certifications. Additional experience supporting multiple locations, C‑level executives, AV/conference rooms, and printers/scanners is valued. These skills enhance the ability to support the organization’s diverse technology landscape. The role involves regular communication, standing, walking, and manual tasks such as handling equipment, with occasional exposure to office‑type environmental conditions like dust or fumes. Core competencies needed are strong interpersonal and problem‑solving abilities, a team‑oriented mindset, self‑motivation, and a solid work ethic. The company is an equal opportunity employer. • Associate degree in CS/IT or 4+ years hands‑on experience. • Active Directory administration experience. • Proficiency with Microsoft O365, Windows 10/11, and MDM. • Ability to travel nationwide up to 10% and work non‑traditional hours. • Strong customer service, communication, and attention‑to‑detail skills. • Physical ability to lift 50 lb and maintain a clean work area. • Experience with Intune, SCCM, and Apple iOS devices. • Relevant Microsoft or CompTIA certifications. • Support for multiple locations, C‑level executives, AV/conference rooms, and printers/scanners.

Requirements

• ▸associate degree
• ▸active directory
• ▸microsoft o365
• ▸windows 10/11
• ▸intune
• ▸comptia cert

Work Environment

Office Full-Time