Information Technology Support Analyst

GDI Infotech; Aliquippa (Beaver County); Presencial; USD 55.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Paid holidays

Certification reimbursement

Career growth opportunities

Descripción de la vacante

GDI Infotech in Pittsburgh, PA is seeking an experienced IT Support Analyst to join our MSP team. You will provide hands-on Tier 1 and Tier 2 support to small and mid-sized business clients in a Microsoft-centric environment, handling incidents from initial contact to resolution.

The role focuses on troubleshooting across Microsoft 365, Windows, networking and endpoint management, with on-site and remote work.

Formación

• 2+ years of IT support experience in MSP environments.
• Strong knowledge of Microsoft 365, Windows 10/11, and Active Directory.
• Experience supporting remote and on-site users.
• Familiarity with ticketing systems (ConnectWise, Autotask, HaloPSA, ServiceNow).
• Experience with RMM platforms (Datto RMM, NinjaOne, ConnectWise Automate, N-able).

Responsabilidades

• Provide Tier 1 and Tier 2 support to end users via phone, email, remote support, and onsite visits.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Administer and support Microsoft 365 environments (Exchange Online, Outlook, Teams, SharePoint Online, OneDrive).
• Provision, configure, and deploy desktops, laptops, mobile devices, and peripherals.
• Manage user accounts, permissions, password resets, and security group memberships.
• Configure and support Windows 10 and Windows 11 workstations.
• Assist with server administration in Windows Server environments.
• Diagnose and resolve network-related issues (TCP/IP, DNS, DHCP, VPN, firewalls, wireless).
• Monitor client environments with RMM tools.
• Document incidents, resolutions, and technical procedures in the ticketing system.
• Participate in client onboarding and technology refresh initiatives.
• Escalate complex issues to senior engineers.
• Maintain high customer satisfaction through timely resolution of support requests.

Conocimientos

Troubleshooting

Communication

Customer service

Problem solving

Herramientas

ConnectWise

Autotask

HaloPSA

ServiceNow

Datto RMM

NinjaOne

ConnectWise Automate

N-able

Descripción del empleo

Location: Pittsburgh, PA (Near Pittsburgh International Airport)

Type: Full-Time

Schedule: Monday-Friday, On-Site

About the Role

We are seeking an experienced and customer-focused IT Support Analyst to join our growing Managed Services team. This individual will provide hands-on technical support for small and mid-sized business clients in a Microsoft-centric environment. The ideal candidate has strong troubleshooting skills, excellent communication abilities, and experience supporting end users across a variety of technologies including Microsoft 365, Windows, networking, and endpoint management.

This role requires an individual who enjoys solving technical problems, working directly with end users, and supporting a diverse client base in a fast-paced MSP environment.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support to end users via phone, email, remote support, and onsite visits.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Administer and support Microsoft 365 environments, including:
• Exchange Online
• Outlook
• Teams
• SharePoint Online
• OneDrive
• Provision, configure, and deploy desktops, laptops, mobile devices, and peripherals.
• Manage user accounts, permissions, password resets, and security group memberships.
• Configure and support Windows 10 and Windows 11 workstations.
• Assist with server administration in Windows Server environments.
• Diagnose and resolve network-related issues involving:
• TCP/IP
• DNS
• DHCP
• VPN
• Firewalls
• Wireless Networks
• Monitor and maintain client environments utilizing Remote Monitoring & Management (RMM) tools.
• Document incidents, resolutions, and technical procedures within the ticketing system.
• Participate in client onboarding projects, workstation deployments, and technology refresh initiatives.
• Escalate complex issues to senior engineers when necessary.
• Maintain high customer satisfaction through professional communication and timely resolution of support requests.

Required Qualifications

• 2+ years of IT support experience, preferably within a Managed Services Provider (MSP) environment.
• Strong knowledge of:
• Microsoft 365
• Windows 10/11
• Active Directory
• Exchange Online
• Experience supporting remote and onsite users.
• Familiarity with ticketing systems such as ConnectWise, Autotask, HaloPSA, or ServiceNow.
• Experience utilizing RMM platforms such as Datto RMM, NinjaOne, ConnectWise Automate, or N-able.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication abilities.
• Valid driver's license and reliable transportation.

Preferred Qualifications

• Microsoft Certified: Modern Desktop Administrator Associate
• CompTIA A+
• CompTIA Network+
• Experience supporting Azure environments
• Experience with cybersecurity best practices and endpoint security solutions
• MSP experience strongly preferred
• Competitive base salary: $55,000 - $75,000 depending on experience
• Health, Dental, and Vision Insurance
• 401(k) with company match
• PTO and Paid Holidays
• Professional training and certification reimbursement
• Career advancement opportunities within a growing technology organization

Ideal Candidate

The successful candidate is highly responsive, technically curious, and thrives in a client-facing environment. You enjoy helping users solve problems, take ownership of issues from start to finish, and can effectively balance multiple priorities in a fast-paced MSP setting.