Coordinator, IT Support Analyst

panerabread; United States; On-site; USD 57,000 - 69,000; Full time

Job summary

Panera Bread seeks a Coordin­ator, IT Support Analyst to provide frontline technical help desk support for corporate users, devices, and software across locations in Boston. You will resolve hardware, software, and network issues to keep employees productive and secure.

You will deploy and maintain devices, manage accounts, assist with Microsoft 365 services, and participate in security, compliance, and IT projects. Strong customer service and problem-solving are essential.

Qualifications

• Certificate or Degree in Information Technology, Computer Science, or related field, or equivalent experience.
• Experience in technical support, help desk, desktop support, or systems support.
• Experience supporting Windows 10/11 and MacOS environments.
• Knowledge of Microsoft 365 applications and services.
• Experience with device deployment and endpoint support.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
• Experience using IT ticketing systems.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for employees across multiple locations.
• Diagnose and resolve hardware, software, operating system, and application issues.
• Respond to incidents and service requests through the IT ticketing system.
• Escalate complex issues to appropriate support teams when necessary.
• Assist with IT projects, technology deployments, and user adoption initiatives.
• Participate in a rotating on-call schedule to provide after-hours and weekend support for critical business services.
• Configure, deploy, maintain, and troubleshoot laptops, desktops, mobile devices, monitors, printers, and peripherals.
• Manage device lifecycle activities including procurement, imaging, deployment, replacement, and disposal.
• Maintain inventory accuracy for IT assets and equipment.
• Support conference room technology and audiovisual systems.
• Manage user accounts; Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
• Assist with endpoint management platforms and software installations, updates, and patch management.
• Follow IT security policies and procedures; assist with MFA enrollment and access management.
• Identify and report potential security issues or vulnerabilities.
• Document solutions, procedures, and technical knowledge articles.
• Maintain accurate records of incidents, service requests, and asset changes.
• Participate in technology refresh projects and office moves.
• Contribute to continuous improvement efforts that enhance the end-user experience.

Skills

Technical support

Help desk

Windows 10/11

MacOS

Microsoft 365

Endpoint deployment

Networking fundamentals

IT ticketing systems

Analytical skills

Communication skills

Education

IT-related certificate/degree

Tools

Microsoft Intune

ServiceNow

Job description

Coordinator, IT Support Analyst

We are seeking a customer-focused IT Support Technician to provide technical support for corporate technology systems, devices, and end users. This role is responsible for deploying, maintaining, troubleshooting, and supporting enterprise hardware, software, and infrastructure to ensure employees can work efficiently and securely. The ideal candidate has strong technical troubleshooting skills, excellent customer service abilities, and experience supporting modern workplace technologies.

Location: Boston, MA

Key Responsibilities

End User Support

• Provide Tier 1 and Tier 2 technical support for employees across multiple locations.
• Diagnose and resolve hardware, software, operating system, and application issues.
• Respond to incidents and service requests through the IT ticketing system.
• Escalate complex issues to appropriate support teams when necessary.
• Assist with IT projects, technology deployments, and user adoption initiatives.
• Participate in a rotating on-call schedule to provide after-hours and weekend support for critical business services.

Device and Equipment Management

• Configure, deploy, maintain, and troubleshoot laptops, desktops, mobile devices, monitors, printers, and peripherals.
• Manage device lifecycle activities including procurement, imaging, deployment, replacement, and disposal.
• Maintain inventory accuracy for IT assets and equipment.
• Support conference room technology and audiovisual systems.

Systems Administration

• Manage user accounts
• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
• Assist with endpoint management platforms.
• Support software installations, updates, and patch management activities.

Security and Compliance

• Follow IT security policies and procedures.
• Assist with endpoint security, MFA enrollment, and access management.
• Support compliance requirements related to hardware and software assets.
• Identify and report potential security issues or vulnerabilities.

Operational Excellence

• Document solutions, procedures, and technical knowledge articles.
• Maintain accurate records of incidents, service requests, and asset changes.
• Participate in technology refresh projects and office moves.
• Contribute to continuous improvement efforts that enhance the end-user experience.

Required Qualifications

• Certificate or Degree in Information Technology, Computer Science, or related field, or equivalent experience.
• Experience in technical support, help desk, desktop support, or systems support.
• Experience supporting Windows 10/11 and MacOS environments.
• Knowledge of Microsoft 365 applications and services.
• Experience with device deployment and endpoint support.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
• Experience using IT ticketing systems.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.

Preferred Qualifications

• Experience with Microsoft Intune or other endpoint management solutions.
• Experience with Cisco Endpoint video conferencing.
• Knowledge of W365 environments.
• IT certifications such as CompTIA A+, Network+, or ITIL Foundation.
• Experience with ServiceNow ticketing system.

Key Competencies

• Customer Service Excellence
• Technical Troubleshooting
• Communication Skills
• Attention to Detail
• Time Management
• Team Collaboration
• Adaptability and Continuous Learning
• Process Improvement Mindset

Physical Requirements

• Ability to lift and move computer equipment up to 40 pounds.
• Ability to travel between office locations as needed.
• Ability to perform hands-on hardware installation and troubleshooting.

Equal Opportunity Employer: Disabled/Veterans

Competitive Pay $57,158 - $68,590 annually

The actual pay offered will be determined by multiple factors, including but not limited to the candidate's relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.

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