IT support Analyst

TaskVerse; United States; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

Retirement plan

Paid time off

Flexible work arrangements

Training & development

Job summary

Vaco LLC in the United States is seeking an IT Support Analyst to ensure smooth technology operations for end users. You will serve as the primary contact for frontline support, focusing on desk-side incident response and Azure AD account management, while collaborating with a small IT team to uphold service standards.

The role requires strong customer service, solid troubleshooting across Windows and mobile devices, and experience with Exchange Online and Microsoft 365 apps.

Qualifications

• Working knowledge of Microsoft Entra ID (Azure AD) user and group administration.
• Basic familiarity with Exchange Online administration, including mailbox permissions and distribution list management.
• Experience supporting Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
• Strong customer service orientation with excellent communication skills.
• Solid troubleshooting skills for Windows devices, mobile devices, and common business applications.
• Basic understanding of networking concepts, including Wi‑Fi and VPN troubleshooting from an end‑user perspective.
• Ability to handle incoming incidents and manage multiple tasks.
• Comfortable documenting processes and following procedures.
• Familiarity with Microsoft Intune is preferred.
• Experience with ERP/CRM or other business apps is a plus.

Responsibilities

• Serve as the first point of contact for end-user IT support requests via ticketing system, phone, or in person.
• Provide desk-side support to US-based employees for hardware, software, and connectivity issues.
• Offer remote technical support to end users in other regions via ticketing, Teams, or phone.
• Troubleshoot and resolve issues related to laptops, desktops, mobile devices, peripherals, and conference room technology.
• Manage user accounts, group memberships, and access permissions within Azure AD.
• Perform basic administration tasks within Exchange Online, including mailbox permissions and shared mailbox management.
• Fulfill standard IT service requests such as software access, equipment provisioning, mailbox, and permission changes.
• Support Microsoft 365 applications, including account setup, troubleshooting, and user assistance.
• Assist with user onboarding and offboarding processes, including provisioning, license assignment, device setup, and access removal.
• Reset passwords, manage MFA enrollment, and support account lockout resolutions.
• Set up and configure end-user devices, including software installation and basic imaging.
• Escalate complex issues to senior IT staff or external partners as needed.
• Document common issues, resolutions, and user guidance in the knowledge base.
• Maintain printer, peripheral, and conference room technology issues.
• Maintain a professional, positive, customer-service oriented approach.

Skills

Azure AD administration

Exchange Online administration

Microsoft 365 apps support

Customer service

Troubleshooting Windows & mobile

Networking basics (Wi‑Fi, VPN)

Documentation & knowledge base

Intune familiarity

Education

High school diploma or equivalent

Tools

Microsoft Entra ID (Azure AD)

Exchange Online

Microsoft 365

Intune

Job description

About The Company

Vaco LLC is a leading professional services firm specializing in consulting, staffing, and solutions across various industries. Renowned for its commitment to excellence and innovation, Vaco LLC provides tailored services that help organizations optimize their operations and achieve strategic objectives. With a global presence and a focus on fostering a collaborative and inclusive work environment, Vaco LLC is dedicated to empowering its employees and delivering exceptional value to clients. The company’s core values emphasize integrity, accountability, and continuous growth, making it an ideal place for motivated professionals seeking to advance their careers in a supportive setting.

About The Role

The IT Support Analyst at Vaco LLC plays a vital role in ensuring seamless technology operations for end users across the organization. This is a full-time, permanent position based in the United States, working during standard US business hours. The successful candidate will serve as the primary point of contact for frontline technical support, primarily focusing on desk-side incident response for US-based staff and managing Microsoft Entra ID (Azure AD) account and access administration. This role requires a proactive, customer-focused individual who can troubleshoot, resolve, and elevate technical issues efficiently, providing reliable support that aligns with the company’s commitment to operational excellence. The IT Support Analyst will work within a small, dynamic IT team, collaborating closely with colleagues and end users to facilitate smooth technology experiences and uphold high service standards.

Qualifications

• Working knowledge of Microsoft Entra ID (Azure AD) user and group administration.
• Basic familiarity with Exchange Online administration, including mailbox permissions and distribution list management.
• Experience supporting Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
• Strong customer service orientation with excellent communication skills, especially in face-to-face interactions.
• Solid troubleshooting skills for Windows devices, mobile devices, and common business applications.
• Basic understanding of networking concepts, including Wi‑Fi and VPN troubleshooting from an end‑user support perspective.
• Ability to handle incoming incidents, shifting priorities, and manage multiple tasks effectively.
• Comfortable documenting processes and following established procedures.
• Familiarity with endpoint management tools such as Microsoft Intune is preferred.
• Prior exposure to business application support (ERP, CRM, or line of business apps) is a plus, but not mandatory.
• Interest in growth areas such as application support, networking, and infrastructure management is welcomed.
• High school diploma or equivalent; technical certifications or relevant experience preferred.

Responsibilities

• Serve as the first point of contact for end-user IT support requests via ticketing system, phone, or in person, ensuring timely incident response throughout the workday.
• Provide desk-side support to US-based employees, assisting with hardware, software, and connectivity issues.
• Offer remote technical support to end users in other regions via ticketing, Teams, or phone.
• Troubleshoot and resolve issues related to laptops, desktops, mobile devices, peripherals, and conference room technology.
• Manage user accounts, group memberships, and access permissions within Microsoft Entra ID (Azure AD).
• Perform basic administration tasks within Exchange Online, including mailbox permissions and shared mailbox management.
• Fulfill standard IT service requests such as software access, equipment provisioning, mailbox, and permission changes.
• Support Microsoft 365 applications, including account setup, troubleshooting, and user assistance.
• Assist with user onboarding and offboarding processes, including account provisioning, license assignment, device setup, and access removal.
• Reset passwords, manage MFA enrollment, and support account lockout resolutions.
• Set up and configure end-user devices, including software installation and basic imaging procedures.
• Escalate complex infrastructure, network, application, or server issues to senior IT staff or external partners as needed.
• Document common issues, resolutions, and user guidance in the knowledge base to promote efficient support processes.
• Maintain and troubleshoot printer, peripheral, and conference room technology issues.
• Maintain a professional, positive, and customer-service-oriented approach in all user interactions.

Benefits

• Vaco LLC offers a comprehensive benefits package designed to support the well‑being and professional growth of its employees.
• This includes competitive salary structures, health insurance options, dental and vision coverage, and retirement plan participation.
• Employees also have access to paid time off, holidays, and flexible work arrangements where applicable.
• The company emphasizes ongoing learning and development opportunities, encouraging employees to enhance their skills through training programs, certifications, and career advancement initiatives.
• Additionally, Vaco LLC fosters a collaborative and inclusive work environment that values diversity, innovation, and employee engagement, making it an excellent place to build a long‑term career in IT support and technology.

Equal Opportunity

Vaco LLC is an Equal Opportunity Employer committed to creating an inclusive environment for all employees and applicants. The company does not discriminate against any individual based on race, color, religion, sex (including pregnancy or related conditions), national origin, age, disability, veteran status, gender identity, sexual orientation, marital status, political affiliation, or any other protected characteristic under applicable law. Vaco LLC ensures reasonable accommodations are provided to qualified individuals with disabilities to support their employment and participation in the application process. The organization values diversity and is dedicated to fostering a workplace where everyone can thrive and contribute to the company's success.