IT support Analyst

Vaco Recruiter Services; Monroe (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Vaco Recruiter Services is seeking an IT Support Analyst to deliver frontline technical support for US-based staff and global end users. The role focuses on desk-side incident response, Azure AD administration, and basic Exchange Online tasks, within a small IT team operating during US business hours.

You will handle end-user issues via ticketing, phone, and in-person contact, provide Windows device troubleshooting, and assist with onboarding/offboarding, MFA, and device setup.

Qualifications

• Experience delivering frontline IT support to end users.
• Familiarity with Microsoft Entra ID (Azure AD) administration.
• Proficiency with Microsoft 365 apps and basic Exchange Online administration.
• Strong customer service orientation with clear communication.
• Solid troubleshooting skills for Windows devices and common apps.
• Basic networking knowledge (Wi-Fi, VPN) from an end-user perspective.

Responsibilities

• Serve as the first point of contact for end user IT support requests via ticketing system, phone, or in person.
• Provide desk-side and remote support for hardware, software, and connectivity issues.
• Assist with Microsoft Entra ID user/group management and access provisioning.
• Perform basic Exchange Online tasks (mailbox permissions, distribution lists, shared mailboxes).
• Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) for end users.
• Onboard and offboard users (license assignment, device setup, access removal).
• Reset passwords, MFA enrollment, and account lockouts.
• Document common issues and resolutions in the knowledge base.
• Escalate complex issues to senior IT staff or MSP when needed.

Tools

Intune

Job description

The IT Support Analyst is responsible for delivering frontline technical support to end users globally, with a primary focus on desk-side incident response for US-based staff and Microsoft Entra ID account and access administration. This is a permanent, full-time position on a small IT team, based in the US and working standard US business hours, where the analyst will serve as the first point of contact for the majority of day-to-day technical issues and will be expected to respond to incidents throughout the workday. The primary measure of success in this role is reliable, responsive, hands-on support for end users.

Essential Duties & Functions

• Serve as the first point of contact for end user IT support requests via ticketing system, phone, or in person, responding to incidents throughout the day as they arise
• Provide desk-side support, physically assisting US-based employees with hardware, software, and connectivity issues
• Provide remote technical support to end users in other regions via ticketing system, phone, or Teams
• Troubleshoot and resolve issues for laptops, desktops, mobile devices, and peripherals
• Manage user accounts, group memberships, and access permissions in Microsoft Entra ID (Azure AD)
• Perform basic Exchange Online administration tasks, such as mailbox permissions, distribution list updates, and shared mailbox management
• Fulfill standard IT service requests (e.g., software access, equipment requests, mailbox and permission changes) submitted through the ticketing system
• Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) for end users, including account setup and troubleshooting
• Perform user onboarding and offboarding tasks, including account provisioning, license assignment, device setup, and access removal
• Reset passwords, manage MFA enrollment, and assist with account lockouts
• Set up and configure end user devices, including software installation and basic imaging
• Escalate complex infrastructure, network, application, or server issues to senior IT staff or the MSP as appropriate
• Document common issues, resolutions, and end user how-to guidance in the knowledge base
• Support printer, peripheral, and conference room technology issues
• Maintain a positive, professional, customer-service-oriented approach with end users at all levels

Knowledge, Skills & Abilities

• Working knowledge of Microsoft Entra ID (Azure AD) user and group administration
• Basic familiarity with Exchange Online administration (mailbox permissions, distribution lists, shared mailboxes)
• Familiarity with Microsoft 365 applications and basic administration
• Strong customer service orientation with clear, patient communication skills, especially in face to face desk-side interactions
• Solid troubleshooting skills for Windows devices, mobile devices, and common business applications
• Basic understanding of networking concepts (Wi-Fi, VPN client troubleshooting) from an end-user support angle
• Comfortable handling incoming incidents and shifting priorities throughout the day
• Ability to work well within a small team, following established direction while managing individual incident response independently
• Comfortable documenting processes and following established procedures
• Familiarity with endpoint management tools (e.g., Intune) preferred
• Any prior exposure to business application support (e.g., ERP, CRM, or line of business apps) is a plus but not required
• Interest in growth areas such as application support, networking and infrastructure management, or other IT specialties is welcomed but not required
• Expectation of being readily available to respond to incidents throughout the day

By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.