System Support Analyst

Premium Guard Inc. (PGI); Albion (IL); On-site; USD 52,000 - 68,000; Full time

Job summary

Premium Guard Inc. (PGI) is seeking a System Support Analyst I to provide Tier 1 technical assistance across corporate, distribution, warehouse, and manufacturing environments. You will troubleshoot hardware, software, Microsoft 365, mobile devices, printers, user accounts, and connectivity issues.

You will handle incident documentation, remote and in-person support, onboarding/offboarding, asset management, and basic security tasks while escalating advanced issues to Tier 2/3 teams as needed.

Qualifications

• Experience providing Tier 1 IT support to corporate environments.
• Familiarity with Windows workstations and Microsoft 365 apps.
• Proficient in using IT ticketing systems and remote support tools.

Responsibilities

• Provide Tier 1 support for Windows workstations, Microsoft 365, mobile devices, printers, peripherals, VPN, networking, and business applications.
• Receive, document, troubleshoot, and resolve requests through the IT ticketing system, phone, email, remote support, and in-person support.
• Escalate advanced issues to Tier 2/3 resources and maintain communication through resolution.
• Support user onboarding and offboarding, including account setup, access, equipment deployment, and deactivation.
• Configure, deploy, replace, and troubleshoot laptops, desktops, mobile devices, printers, and related equipment.
• Assist with password resets, access requests, software installation, updates, and device refreshes.
• Maintain accurate IT asset and equipment assignment records.
• Support Microsoft Teams and conference room technology.
• Follow cybersecurity policies, identity verification procedures, and information security requirements.
• Assist with MFA, endpoint security, patch compliance, and other security initiatives.
• Identify and report suspected phishing, security incidents, or unusual system activity.
• Educate users on company technology, security practices, and self-service resources.
• Assist with technology deployments, upgrades, office moves, maintenance activities, and IT projects.
• Coordinate with other IT teams, vendors, and service providers as needed.

Skills

Windows support

Microsoft 365

Remote support

IT ticketing

Network basics

Security awareness

Tools

Microsoft Teams

VPN

Job description

Position Summary

The System Support Analyst I provides Tier 1 technical support to employees across corporate, distribution, warehouse, and manufacturing environments. This role troubleshoots hardware, software, Microsoft 365, mobile devices, printers, user accounts, connectivity, and business system issues.

As a primary point of contact for IT support, the analyst delivers responsive customer service, documents and resolves incidents, and escalates advanced issues to appropriate IT teams.

Responsibilities

• Provide Tier 1 support for Windows workstations, Microsoft 365, mobile devices, printers, peripherals, VPN, networking, and business applications.
• Receive, document, troubleshoot, and resolve requests through the IT ticketing system, phone, email, remote support, and in-person support.
• Escalate advanced issues to Tier 2/3 resources and maintain communication through resolution.
• Support user onboarding and offboarding, including account setup, access, equipment deployment, and deactivation.
• Configure, deploy, replace, and troubleshoot laptops, desktops, mobile devices, printers, and related equipment.
• Assist with password resets, access requests, software installation, updates, and device refreshes.
• Maintain accurate IT asset and equipment assignment records.
• Support Microsoft Teams and conference room technology.
• Follow cybersecurity policies, identity verification procedures, and information security requirements.
• Assist with MFA, endpoint security, patch compliance, and other security initiatives.
• Identify and report suspected phishing, security incidents, or unusual system activity.
• Educate users on company technology, security practices, and self-service resources.
• Assist with technology deployments, upgrades, office moves, maintenance activities, and IT projects.
• Coordinate with other IT teams, vendors, and service providers as needed.