AI-Driven IT Support Analyst — Automate & Elevate

Netskope; St. Louis (MO); On-site; USD 42,000 - 70,000; Full time

Job summary

Netskope in the United States is seeking an IT Support Analyst who leads with AI to reshape IT support. You will be the primary hands-on technologist on our St.

Louis support team, resolving employee issues while driving down ticket volume through intelligent automation and self-service. This role sits at the intersection of IT operations and AI enablement, closing today’s tickets and preventing tomorrow’s.

Qualifications

• The right candidate is intellectually curious and asks questions before assuming.
• AI‑first instinct: uses AI tools to learn faster and build solutions.
• Clear communicator who explains issues to non-technical staff and documents steps.
• Ownership mindset—proactive in solving recurring problems.
• Hands‑on IT experience in a Service Desk role and real world tech issues.

Responsibilities

• AI-Powered Support Operations: act as primary contact for internal IT issues with an AI-first triage mindset.
• Build AI-driven self-service solutions and automate common issues with Jira and Slack.
• Drive ticket reduction by identifying high-volume problems and automating root causes.
• Own knowledge base quality and ensure self-service before ticket creation.
• Technical Support & Escalation: provide L1/L2 support, troubleshoot, and escalate with AI-assisted summaries.
• Onboard/offboard employees: provisioning accounts and device management; support endpoint tasks.
• Drive Continuous Improvement: analyze ticket trends and share insights with leadership.
• Test and evaluate new AI tools and workflows and document learnings.

Job description

Netskope in the United States is seeking an IT Support Analyst who leads with AI to reshape IT support. You will be the primary hands-on technologist on our St.

Louis support team, resolving employee issues while driving down ticket volume through intelligent automation and self-service. This role sits at the intersection of IT operations and AI enablement, closing today’s tickets and preventing tomorrow’s.