Coordinator, IT Support Analyst

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

Job summary

Panera LLC in Boston, MA is seeking a customer-focused IT Support Analyst to deliver Tier 1 and 2 support for corporate systems, devices, and end users. You will deploy, troubleshoot, and maintain enterprise hardware and software to ensure colleagues can work securely.

You will manage user accounts in Microsoft 365, assist with endpoint management, and support security, MFA enrollment, and patching. The role includes on-call rotation and opportunities to participate in technology refreshes and

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

• End User Support: Tier 1 and 2 support for employees across locations; diagnose hardware, software, OS, and application issues.
• Device Management: configure, deploy, and troubleshoot laptops, desktops, mobile devices, and peripherals; manage lifecycle and imaging.
• Systems Administration: manage user accounts; support Microsoft 365 services; assist with endpoint management and patching.
• Security and Compliance: follow IT security policies; MFA enrollment; access management; report vulnerabilities.
• Operational Excellence: document solutions; track incidents; assist with technology refresh projects and office moves.

Skills

Technical support

Customer service

Verbal and written communication

Problem solving

Education

IT/CS certificate or degree

Tools

Microsoft 365

IT ticketing systems

Intune

ServiceNow

ITIL Foundation

Job description

Coordinator, IT Support Analyst

We are seeking a customer-focused IT Support Analyst 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.

Newton Support Center

With more than 2,000 Panera LLC and independent franchise bakery-cafes in the Panera Bread family, and more locations opening all the time, it’s no wonder our company has been an excellent source of career and personal growth opportunities for more than 25 years. In neighborhoods across the U.S. and Canada, customers enjoy flavorful, handcrafted meals centered around freshly baked artisan bread. To us, that means serving food like we serve our own families – free of any of the items on our ‘No No’ List. Along the way, we also like to give back to our community. We enjoy working together, shoulder to shoulder with our customers, to confront a serious problem plaguing communities across this country – Hunger. Through our Panera Cares community cafes, we offer a dignified dining experience in an uplifting environment. In addition, we support our communities through day-end donations at our bakery-cafe locations and partner with local non-profit organizations. It’s this warmth that you’ll find when you join Panera Bread. From our competitive compensation and benefits packages to our unique cultural values, we’re confident you’ll find us a rewarding and fun place to work.