IT Technical Support Analyst

Jobtailor

Raleigh (NC)

On-site

USD 52,000 - 78,000

Full time

12 days ago

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Job summary

Jobtailor in Raleigh is seeking an experienced IT Support Specialist to serve as the primary onsite resource, handling a wide range of technical issues for Windows, Microsoft 365, mobile devices, printers, and conference room tech. You will manage Halo ITSM tickets from intake to resolution and configure devices with Intune.

The role requires strong communication skills, the ability to explain technical topics to non-technical users, and experience supporting executive leadership.

Qualifications

Bachelor's degree preferred or equivalent professional experience in IT.
3–5 years of desktop or end-user technical support experience in Windows environments.
Experience supporting Microsoft 365 and using an IT service management/ticketing platform.
Experience with endpoint deployment, device management, and user account administration.
Strong troubleshooting, communication, and organizational skills; ability to explain technical topics to non-technical users.
Ability to work independently and with a geographically distributed IT team.
Experience supporting executive leadership is a plus.
Certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft 365 Fundamentals, Azure Fundamentals, or Microsoft Endpoint Administrator Associate are preferred.

Responsibilities

Serve as the primary onsite technical support resource for the Raleigh office and provide remote support across FMI.
Troubleshoot hardware, software, Windows, Microsoft 365, mobile devices, printers, peripherals, and conference room technology.
Manage support requests in Halo ITSM from intake through resolution, maintaining documentation and user communication.
Deploy and troubleshoot Windows laptops and endpoint devices using Microsoft Intune.
Provision user accounts, permissions, and Microsoft 365 access.
Support onboarding and offboarding including workstation setup and asset recovery.
Maintain hardware inventory, asset records, and device lifecycle documentation.
Provide responsive support to executive leadership and maintain technical documentation.

Skills

Troubleshooting

Device Management

User Account Administration

Hardware Support

Software Support

Technical Documentation

Asset Recovery

Conference Room Technology

Mobile Device Support

IT Service Management

Education

Bachelor's degree in Information Technology/Computer Science or related field

Equivalent education, experience, or certifications

Relevant certifications (e.g., CompTIA A+/Network+, ITIL Foundation, Microsoft 365 Fundamentals, Azure Fundamentals, Microsoft Endpoint Administrator Associate)

Tools

Halo ITSM

Microsoft 365

Microsoft Intune

Apple iPhones

Windows Laptops

Job description

Serve as the primary onsite technical support resource for the Raleigh office and provide remote support across FMI
Troubleshoot hardware, software, Windows, Microsoft 365, mobile devices, printers, peripherals, and conference room technology
Manage support requests in Halo ITSM from intake through resolution, maintaining accurate documentation and user communication
Deploy, configure, maintain, and troubleshoot Windows laptops and endpoint devices using Microsoft Intune
Provision user accounts, permissions, Microsoft 365 access, and other technology resources
Support employee onboarding and offboarding, including workstation setup, account provisioning, equipment deployment, and asset recovery
Configure and support Apple iPhones and other mobile devices
Maintain hardware inventory, asset records, and device lifecycle documentation
Provide responsive and professional support to executive leadership
Maintain technical documentation, knowledge base articles, and standard operating procedures
Escalate complex infrastructure, networking, identity, server, and security issues while maintaining ownership and keeping users informed
Collaborate with IT team members to provide consistent support across FMI
Identify recurring issues and recommend improvements to support processes and operational efficiency
Follow FMI security policies, operational standards, and confidentiality requirements

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field preferred
Equivalent education, experience, or certifications will be considered
3 to 5 years of professional desktop or end user technical support experience in a Windows-based environment
Experience supporting Microsoft 365 and using an IT service management or ticketing platform
Experience with endpoint deployment, device management, and user account administration
Strong troubleshooting, customer service, communication, and organizational skills, including the ability to explain technical information to nontechnical users
Ability to work independently and collaborate with a geographically distributed IT team
Professionalism, discretion, sound judgment, and ability to handle confidential information
Experience supporting executive leadership preferred
Experience with Microsoft Intune and endpoint management preferred
Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft 365 Fundamentals, Azure Fundamentals, or Microsoft Endpoint Administrator Associate preferred
Must be legally authorized to work in the United States on a full-time basis
Visa sponsorship is not available

Core Competencies

Demonstrates expertise in providing technical support for Windows-based environments, including troubleshooting hardware and software issues, managing user accounts, and deploying endpoint devices. Proficient in maintaining documentation and collaborating with IT teams to enhance operational efficiency and support processes.

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