First-Line IT Support Center Analyst

Binding Minds Inc. (Certified Disability Owned Business Enterprise); United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Binding Minds Inc. is seeking a Support Center Analyst to provide first-line IT support across the firm. You will handle incidents, document resolutions, and coordinate with Level 2/3 teams to uphold service levels.

You will administer Azure AD, Exchange lists, and security tools, while building strong client relationships and delivering clear communications. Weekend/on-call rotation is required.

Qualifications

• High School Diploma or GED.
• Knowledge of Windows 11 Enterprise, MS Office 365, and remote access technologies (VPN, RDP, AVD, wireless, and mobile).
• Prior client service experience with strong customer service skills.
• Strong analytical, problem-solving, and organizational skills.
• A proactive, collaborative, solution-oriented approach, with strong accountability and initiative.
• Excellent oral and written communication skills, with the ability to work effectively with personnel at all levels.
• Availability for rotational weekly on-call duty on weekends and after hours.

Responsibilities

• Deliver timely technical support by phone, email, and voicemail, tailoring instructions for non-technical users.
• Log, troubleshoot, resolve, and escalate incidents and service requests in ServiceNow, aiming to resolve issues within 15 minutes whenever possible.
• Use and maintain system administration tools to support users as well as Level 2 and Level 3 teams.
• Keep the Support Center knowledge base, ticket records, and technical expertise current.
• Build positive client relationships, understand user needs, and ensure high-quality service.
• Produce weekly and special reports, and distribute IT Bulletins and system notifications.
• Manage user onboarding, offboarding, account transfers, and Microsoft Exchange distribution lists.
• Administer Azure Active Directory, ADUC, MECM, Microsoft Entra ID, MFA, and Intune to support user accounts and mobile devices.
• Manage SPAM through Mimecast and monitor cybersecurity alerts using LogRhythm and MS ATA.
• Conduct WAN Restoration testing across the US, Europe, and Asia Pacific regions.
• Support product QA testing, Support Center projects, and process improvement efforts.
• Collaborate with fellow analysts, management, and other support teams to maintain service levels and resolve technical issues.

Skills

Customer service

Analytical thinking

Problem-solving

Communication

On-call readiness

Education

High School Diploma or GED

AA degree (preferred)

Tools

ServiceNow

Mimecast

LogRhythm

MS ATA

Azure AD / Intune

Job description

Binding Minds Inc. is seeking a Support Center Analyst to provide first-line IT support across the firm. You will handle incidents, document resolutions, and coordinate with Level 2/3 teams to uphold service levels.

You will administer Azure AD, Exchange lists, and security tools, while building strong client relationships and delivering clear communications. Weekend/on-call rotation is required.