Job Description

Salary: $150,000 - 190,000 per year Requirements:

• Working knowledge of Microsoft Entra ID (Azure AD), including user and group administration
• Basic familiarity with Exchange Online administration, including mailbox permissions, distribution lists, and shared mailboxes
• Familiarity with Microsoft 365 applications and basic administration
• Strong customer service skills and clear, patient communication, particularly during in-person support
• Solid troubleshooting skills for Windows devices, mobile devices, and common business applications
• Basic understanding of end-user networking issues, including Wi-Fi and VPN client troubleshooting
• Ability to manage incoming incidents and shifting priorities throughout the day
• Ability to work effectively on a small team, follow established direction and procedures, and independently manage incident response
• Comfort documenting processes and guidance
• Availability to respond to incidents throughout the workday
• Familiarity with endpoint management tools such as Intune is preferred
• Exposure to business application support, such as ERP, CRM, or line-of-business applications, is a plus but not required
• Interest in developing expertise in application support, networking, infrastructure management, or other IT specialties is welcomed but not required

• Act as the first point of contact for end-user IT requests submitted by ticket, phone, or in person, and respond to incidents throughout the day
• Provide hands-on, desk-side support to US-based employees experiencing hardware, software, or connectivity issues
• Deliver remote technical support to users in other regions through the ticketing system, phone, or Teams
• Troubleshoot and resolve issues involving laptops, desktops, mobile devices, and peripherals
• Administer Microsoft Entra ID accounts, group memberships, and access permissions
• Perform basic Exchange Online tasks, including managing mailbox permissions, distribution lists, and shared mailboxes
• Fulfill standard service requests submitted through the ticketing system, such as software access, equipment, mailbox, and permission requests
• Support users of Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive, with setup and troubleshooting
• Complete onboarding and offboarding activities, including account provisioning, license assignment, device setup, and access removal
• Reset passwords, manage MFA enrollment, and assist with account lockouts
• Set up and configure end-user devices, install software, and perform basic imaging
• Escalate complex infrastructure, network, application, and server issues to senior IT staff or the managed service provider as appropriate
• Document common issues, resolutions, and user guidance in the knowledge base
• Troubleshoot printer, peripheral, and conference room technology issues
• Provide professional, positive, customer-focused support to users at all levels

• Azure
• CRM
• ERP
• Hardware
• Support
• Microsoft 365
• Mobile
• Network
• SharePoint
• VPN
• Windows
• Office 365
• Cloud
• AI

More:

We are recruiting for a permanent, full-time IT Support Analyst position on a small IT team, based in the US and working standard US business hours. The role provides frontline technical support to end users globally, with a primary focus on in-person incident response for US-based staff and Microsoft Entra ID account and access administration. Success in the role depends on delivering reliable, responsive, hands-on support. Compensation is determined by factors such as skills, experience, training, location, and business needs; discretionary bonuses may also be available.

last updated 39 week of 2026

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