IT Support Analyst — Remote North America

Megger; Dallas, Northern (TX, KY); Hybrid; USD 52,000 - 75,000; Full time

Job summary

Megger is seeking an experienced IT Support Analyst to provide hands-on technical support to users across our North American operations. This Dallas-based role supports multiple Megger locations as well as remote users in the United States, Canada, and Mexico.

The ideal candidate has strong fundamentals, can troubleshoot independently, and will escalate when needed. Proficiency in Windows, AD, Microsoft 365, and network basics is required; remote support and ticketing experience are essential.

Qualifications

• 2+ years of hands-on IT support, desktop support, help desk, or systems support experience.
• Demonstrated experience providing Tier 1 and Tier 2 support in a business environment.
• Strong troubleshooting and critical-thinking skills.
• Strong written and verbal communication skills.
• Ability to work independently as well as part of an infrastructure and support team.
• Experience supporting users across multiple locations is preferred.
• Associate degree, technical certification, or equivalent hands-on IT experience preferred.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for users across multiple locations throughout the United States, Canada, and Mexico.
• Provide remote and hands-on support to employees across Megger's North American operations.
• Independently troubleshoot hardware, software, network, account, and access-related issues.
• Support Windows desktops and laptops, printers, mobile devices, and other end-user technology.
• Administer and troubleshoot Active Directory user accounts, groups, permissions, and password related issues.
• Support Microsoft 365 applications, Outlook, Teams, OneDrive, and related services.
• Troubleshoot basic network connectivity, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and LAN connectivity.
• Assist users with remote access and VPN-related issues.
• Perform PC deployments, replacements, configuration, onboarding, and offboarding.
• Document troubleshooting steps and resolutions in the IT ticketing system.
• Follow existing SOPs and technical documentation while contributing improvements when needed.
• Communicate clearly and professionally with users throughout the support process.
• Take ownership of assigned tickets and follow issues through resolution.
• Escalate issues appropriately after completing reasonable troubleshooting.
• Work with infrastructure and other IT team members on projects and more complex technical issues.
• Assist with IT projects, deployments, and infrastructure initiatives across North American locations as needed.

Skills

Windows 10/11

Active Directory

Microsoft 365

Networking basics

DNS/DHCP/VLANs

VPN concepts

Remote support

PowerShell

Ticketing systems

Education

Associate degree or technical certification

Tools

PowerShell

Helpdesk/ticketing software

Remote admin tools

Job description

Megger is seeking an experienced IT Support Analyst to provide hands-on technical support to users across our North American operations. This Dallas-based role supports multiple Megger locations as well as remote users in the United States, Canada, and Mexico.

The ideal candidate has strong fundamentals, can troubleshoot independently, and will escalate when needed. Proficiency in Windows, AD, Microsoft 365, and network basics is required; remote support and ticketing experience are essential.