IT Analyst

Gemini Industries; El Reno (OK); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

Paid holidays

Health insurance

Retirement plan

Learning budget

Parental leave

Wellness program

Job summary

Gemini Industries is seeking a technically curious IT Support professional to be the frontline for day-to-day end-user support in Oklahoma. You will diagnose hardware, software, and network issues and guide users through resolutions.

As the primary contact via ticketing, email, and phone, you will log and prioritize requests, escalate when needed, and collaborate with the IT team to maintain smooth operations in a fast-paced environment.

Qualifications

• Bachelor's degree in IT, CS, IS, or related field, or equivalent combination.
• 2–4 years of related experience.
• Strong understanding of Windows 10/11.
• Familiar with Active Directory, Microsoft 365 Admin Center, and basic networking (TCP/IP, DNS, DHCP, VPN).
• Experience with ITSM/ticketing platforms (ConnectWise, ServiceNow, Jira, Freshdesk).
• Excellent written and verbal communication with a customer-first mindset.
• Strong analytical and troubleshooting abilities.
• Ability to multitask in a fast-paced environment.
• Detail-oriented and organized.
• Able to work independently and in a team.

Responsibilities

• Log, classify, prioritize, and track tickets through resolution or escalation.
• Serve as the first line of contact for incoming support requests via ticketing system, email, and phone.

Skills

Customer service

Troubleshooting

Communication

Multitasking

Analytical skills

Education

Bachelor's degree in Information Technology/Computer Science

Tools

ConnectWise

ServiceNow

Jira

Freshdesk

Microsoft 365 Admin Center

Job description

Role Overview

Join our team as the primary point of contact for day-to-day technical support. Diagnose, troubleshoot, and resolve hardware, software, and network issues for our end users.

What You Will Do

Serve as the first line of contact for incoming technical support requests via ticketing system, email, and phone. Log, classify, prioritize, and track all support tickets through resolution or appropriate escalation.

Why It Might Be a Fit

Ideal for someone with strong technical curiosity, great customer service skills, and a knack for clear communication. Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced environment.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.
• 2-4 years of related experience.
• Strong fundamental understanding of Windows 10/11.
• Familiarity with Active Directory, Microsoft 365 Admin Center, and basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Prior experience using an IT Service Management (ITSM) or ticketing platform (e.g., ConnectWise, ServiceNow, Jira, Freshdesk).
• Exceptional written and verbal communication skills with a customer-first mindset.
• Good analytical and troubleshooting abilities.
• Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to adapt to changing technologies and business needs.
• Ability to work independently and as part of a team.

Benefits

• Paid holidays
• Health insurance
• Retirement plan
• Learning budget
• Parental leave
• Wellness program