Sr. IT Analyst Service & Support

Fresh Express; Windermere (FL); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading food service provider in Florida is seeking a Sr. IT Service and Support Analyst. This role focuses on delivering end-user support while coordinating a team of IT technicians across multiple locations. Responsibilities include providing Tier 2/3 support for Windows, Microsoft 365, and mobile devices, tracking task completion, and ensuring adherence to SLAs. Preferred qualifications include a Bachelor's degree in Computer Science or equivalent, along with CompTIA A+ certification and strong organizational skills.

Qualifications

• A minimum of 1 year of team-lead experience is required.
• Strong knowledge of Windows and Microsoft 365 is essential.
• Travel to other plant locations throughout the US may be necessary.

Responsibilities

• Provide Tier 2/3 support for Windows 10/11, Microsoft 365, and mobile devices.
• Coordinate workload across 6 distributed technicians.
• Ensure adherence to Service Level Agreements (SLA)s.
• Maintain documentation and procedures.

Skills

Windows 10/11 troubleshooting

Microsoft 365 support

Mobile device support

Organizational skills

Education

Bachelor's degree in Computer Science or equivalent experience

CompTIA A+ or other IT Support Professional Certificate

Job description

The Sr. IT Service and Support Analyst is responsible for delivering reliable end‑user support while coordinating the daily activities of a distributed team of IT support technicians across multiple U.S. locations. This role is primarily a hands‑on technical role, with added responsibility for task coordination, workload tracking, and team follow‑ups to ensure consistent service delivery.

Duties and Responsibilities

Technical Support

• Provide Tier 2/3 support for Windows 10/11, Microsoft 365, and mobile devices.
• Troubleshoot hardware, software, and access issues.
• Support onboarding/offboarding and new device provisioning.
• Act as an escalation point for complex issues.

Team Coordination

• Coordinate workload across 6 distributed technicians.
• Monitor ticket queues and ensure timely follow‑up.
• Track task completion and enforce accountability on other IT technicians.
• Provide guidance and support to IT technicians.

Operational Oversight

• Ensure adherence to Service Level Agreement (SLA)s.
• Identify recurring issues and follow up on resolution.
• Maintain documentation and procedures.
• Ensure consistent follow‑up on all assigned tickets and tasks.

Requirements, Education and Experience

• Bachelor’s degree in Computer Science or equivalent experience preferred.
• CompTIA A+ or other IT Support Professional Certificate preferred.
• 1+ years team‑lead experience.
• Strong Windows and Microsoft 365 knowledge.
• Experience with mobile devices.
• Strong organizational skills.
• Travel to other plant locations throughout the US.

Other Information

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed, as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.