Associate IT Support Analyst

Wmg; Nashville (TN); On-site; USD 42,000 - 62,000; Full time

Job summary

WMG is seeking an Associate IT Support Analyst to provide hands-on technical support to employees, including VIP executives, ensuring smooth IT operation. Responsibilities include onsite/remote support for Windows, Mac, and mobile devices, server-room assistance, ticket lifecycle, PowerShell automation, and admin of Google Workspace, O365, AD, JAMF, SCCM, and ServiceNow.

The role requires strong communication, VIP experience, and willingness to work off-shifts.

Qualifications

• Experience supporting VIP level employees.
• BS/BA in Computer Science or IT.
• Proficient with Windows, Mac, and mobile device support.
• Strong knowledge of Google Workspace, Microsoft 365/O365, Active Directory, JAMF, SCCM, and ServiceNow.
• Familiar with PowerShell scripting.
• Ability to lift 50 pounds and work off-shifts.

Responsibilities

• Provide onsite and remote support for Windows, Mac, and mobile devices.
• Serve as 'smart hands' in server rooms and network closets.
• Respond to user requests including VIP executives within SLAs.
• Deliver first and second level solutions by phone or desk side.
• Open, track, document, escalate, resolve, and close each ticket in the IT service system.
• Utilize PowerShell scripting for automation and administration tasks.
• Administer Google Workspace, Microsoft O365, Active Directory, JAMF, SCCM, and ServiceNow.
• Provide A/V support for meetings and conference rooms.
• Collaborate with support team leadership to communicate issues and improvements.
• Identify root cause and implement continuous improvements to reduce recurring issues.
• Generate ad-hoc and custom reports for all systems.
• Train end users in the use of equipment and software.
• Passion for delivering excellent customer service.

Skills

VIP support

Windows

Mac

Mobile devices

PowerShell

Google Workspace

Microsoft 365/O365

Active Directory

JAMF

SCCM

ServiceNow

Communication skills

Hardware handling

Education

BS/BA in Computer Science/IT

Certifications (CompTIA, Google, Microsoft, Jamf)

Job description

As an Associate IT Support Analyst, you will provide hands‑on technical support to WMG employees, including VIP executives, ensuring the smooth operation of IT systems and equipment.

Responsibilities

• Provide onsite and remote support for Windows, Mac, and mobile devices, addressing technical issues promptly.
• Act as "smart hands" in server rooms and network closets, assisting with support and projects.
• Respond to requests and inquiries from users, including VIP level executives, within service level agreements.
• Deliver first and second level solutions to technical problems over the phone or desk side.
• Open, track, document, escalate, resolve, and close each problem/inquiry/request in WMG IT's service management system.
• Utilize scripting in PowerShell for automation and system administration tasks.
• Administer Google Workspace, Microsoft O365, Active Directory, JAMF, SCCM, and ServiceNow.
• Provide A/V support for meetings and conference rooms.
• Collaborate with support team leadership to communicate issues and opportunities for improvement.
• Identify root cause and implement continuous improvements to reduce recurring issues.
• Generate ad‑hoc and custom reports for all systems in response to requests.
• Train end users in the use of equipment and software.
• Passion for delivering excellent customer service.

Qualifications

• Experience dealing with and supporting VIP level employees.
• Ability to learn and follow operational processes and requirements.
• Strong verbal and written communication skills.
• Familiarity with technical support for Windows, Mac, and mobile devices.
• Strong knowledge of Google Workspace, Microsoft O365, Active Directory, JAMF, SCCM, and ServiceNow.
• Understand and use scripting in PowerShell.
• Ability to lift and move computer equipment weighing approximately 50 pounds.
• Willingness to work off‑shift and overtime hours if needed.
• TIL Certification.
• BS/BA in Computer Science, Information Technology, or equivalent.
• Certifications from CompTIA, Google, Microsoft, Jamf, etc.
• Extreme attention to detail and strong critical thinking skills.
• Excellent written and verbal communication skills.
• 1-2 years prior experience in an enterprise desktop support environment.

WMG is committed to inclusion and diversity in all aspects of our business. We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other characteristic protected by applicable federal, state or local law.