IT Experience Analyst

Your Impact

• Provide frontline, hands-on support for end-user laptops, tablets, and mobile devices (Mac, Windows)
• Log, triage, and resolve support tickets in ServiceNow or a comparable ticketing system, escalating complex issues as needed
• Assist with new-hire onboarding, equipment setup, and account provisioning
• Explain system issues in clear, non-technical terms to business and non-technical personnel
• Support day-to-day Office 365 / SharePoint / Exchange Online needs for end users
• Help maintain accurate hardware and software asset records
• Support conference room technology and meeting setup independently, partnering with senior staff on complex AV builds
• Exercise independent judgment on routine issues, following documented procedures and runbooks and improving them where gaps exist
• Bring strong attention to detail and sound technical judgment when adopting new tools and technologies

Your Qualifications

• Associate's or Bachelor's degree in a technical field, or equivalent hands-on experience
• 2-4 years of experience in an IT support or customer-facing service role
• Working familiarity with both Mac and Windows hardware and basic troubleshooting
• Hands-on experience supporting the Microsoft Office 365 suite (Outlook, Excel, Word, PowerPoint, etc.)
• Working proficiency with ticketing systems (e.g. ServiceNow) and structured support workflows
• Familiarity with JAMF for macOS device management and Okta/Active Directory for access management
• Exceptional verbal and written communication skills, with a customer-first mindset
• Ability to work autonomously and manage competing priorities in a fast-paced environment
• Practical experience with tools such as SCCM/InTune, Slack, or Confluence/Jira is a plus
• Interest in progressing toward senior IT infrastructure, networking, or AV responsibilities