Senior IT Analyst — Escalation & Systems Champion

Brio Water Technology

Los Angeles, California (CA, MO)

On-site

USD 85,000 - 110,000

Full time

5 days ago

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Job summary

Brio Water Technology, a Home Organizers, Inc. company, is seeking a Level 3 IT Analyst to join our IT team in Los Angeles.

This hands-on role is an escalation point for Level 2 support and focuses on resolving complex IT tickets, supporting critical systems, and assisting with IT projects. The ideal candidate has strong troubleshooting skills in Windows-based environments, with experience in Microsoft 365, Active Directory, and IT ticketing systems.

Qualifications

5+ years of experience in IT support, desktop support, systems support, help desk, or similar.
Experience handling escalated technical issues beyond basic help desk support.
Strong hands-on troubleshooting skills in Windows-based environments and common business applications.
Experience with Active Directory, Microsoft 365, and user/account administration.
Working knowledge of Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and license management.
Familiarity with endpoint management, software deployment, patching, remote support tools, and asset management practices.
Solid understanding of networking fundamentals, including DNS, DHCP, VPN, Wi-Fi, TCP/IP, switching, firewalls, and basic connectivity troubleshooting.
Experience using IT ticketing systems such as Jira Service Management, Freshservice, Zendesk, ServiceNow, or similar platforms.
Ability to troubleshoot hardware, software, account access, permissions, network, printer, mobile device, and application issues.
Ability to monitor systems, review alerts, investigate issues, and escalate or resolve problems appropriately.
Strong documentation skills with the ability to clearly record troubleshooting steps, resolutions, procedures, and system changes.
Ability to prioritize and manage multiple tickets, requests, and project tasks in a fast-paced environment.
Strong communication skills with the ability to explain technical issues clearly to both technical and non-technical users.
Strong customer service mindset with the ability to remain professional and calm when handling urgent or complex issues.
Ability to work independently, take ownership of assigned work, and know when to elevate or request assistance.

Responsibilities

Provide Level 3 technical support for escalated IT issues involving desktops, laptops, mobile devices, printers, peripherals, operating systems, business applications, user accounts, permissions, network connectivity, and cloud services.
Serve as an escalation point for Level 2 IT staff, assisting with advanced troubleshooting, root-cause analysis, and resolution of complex or recurring support issues.
Manage, prioritize, document, and resolve assigned tickets in the IT ticketing system while maintaining clear communication with end users and internal IT team members.
Support and administer user accounts, groups, permissions, mailboxes, shared resources, and access controls in Active Directory, Microsoft 365, and related business systems.
Assist with administration and support of Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, licensing, and user access.
Monitor IT systems, alerts, endpoint security tools, backups, network connectivity, and infrastructure health to identify and address issues before they affect business operations.
Assist with endpoint management, including device configuration, patching, software deployment, system updates, hardware troubleshooting, and workstation lifecycle management.
Support onboarding and off-boarding processes, including account setup, hardware preparation, access provisioning, license assignment, and equipment recovery.
Assist with IT projects such as system upgrades, application deployments, hardware refreshes, office technology improvements, security enhancements, migrations, and infrastructure changes.
Perform routine maintenance and basic administration for servers, network equipment, cloud services, backup systems, endpoint tools, and other IT platforms as assigned.
Work with vendors, service providers, and software support teams to troubleshoot issues, coordinate repairs, and implement approved solutions.
Identify recurring technical issues and recommend improvements to reduce ticket volume, improve system reliability, and strengthen IT service delivery.
Create and maintain technical documentation, including troubleshooting procedures, system notes, knowledge base articles, configuration standards, and support guides.
Assist in enforcing IT policies, security standards, access controls, patching requirements, and endpoint protection practices.
Provide guidance and support to Level 1 and Level 2 technicians, helping improve troubleshooting consistency, documentation quality, and escalation procedures.
Maintain a professional, service-oriented approach when supporting end users, departments, vendors, and internal IT staff.