Title: IT Support Analyst

Duration: Contract-to-Hire

Location: Austin, TX

Pay Rate: $35-43/hour Contract

Summary

We are seeking an IT Support Analyst to join a growing technology team supporting end users in a professional services environment. This role will focus on Windows 11, Microsoft 365, endpoint management, collaboration technologies, and AI-powered workplace tools. The ideal candidate has strong troubleshooting skills, Tier 2 support experience, and exposure to automation and AI technologies while providing exceptional customer service and technical support.

Responsibilities

Technical Support

• Provide Tier 2 support for escalated technical issues and service requests.
• Deliver onsite and remote support for desktops, laptops, printers, mobile devices, and peripheral equipment.
• Perform user account management, software installation, and routine system administration tasks.
• Assist with software deployments, patch management, and operating system upgrades.
• Support employee onboarding and offboarding activities, including hardware provisioning and lifecycle management.
• Maintain accurate incident, asset, and resolution documentation within ITSM platforms.
• Coordinate with vendors for hardware repairs and software support.

Business Application Support

• Support and troubleshoot business-critical applications and productivity tools.
• Assist users with document management, records management, billing, workflow, and research applications.
• Support Microsoft 365 applications and associated integrations.
• Provide user enablement and troubleshooting for AI-powered productivity solutions, including Microsoft Copilot and similar automation platforms.
• Assist with document templates, macros, metadata management, and workflow processes.

A/V & Collaboration Support

• Support conference room technologies and unified communications platforms.
• Configure, maintain, and troubleshoot audio/visual equipment for meetings and training sessions.
• Support Teams, Zoom, Webex, and other collaboration technologies.
• Maintain conferencing room hardware and ensure meeting readiness.

Project & Team Support

• Participate in hardware refreshes, office technology projects, and system deployments.
• Assist with technology rollouts and operational improvement initiatives.
• Provide guidance and knowledge sharing to junior team members and end users.
• Support compliance with IT policies, procedures, and security standards.

Required Qualifications

• 3-5 years of IT support experience.
• Experience providing Tier 2 desktop and end-user support.
• Strong experience supporting Windows 11 and Microsoft 365 environments.
• Experience with Active Directory user administration and provisioning.
• Experience with remote access technologies, VPNs, and virtual desktop environments.
• Familiarity with endpoint management solutions such as Intune and SCCM.
• Experience supporting collaboration and conferencing technologies.
• Strong troubleshooting, problem-solving, and root cause analysis skills.
• Excellent communication and documentation skills.
• Ability to work independently while managing multiple priorities.

Preferred Qualifications

• Experience supporting users in a professional services environment.
• Experience with Mobile Device Management (MDM) platforms.
• Experience with virtualization platforms and remote desktop technologies.
• Familiarity with data protection and Data Loss Prevention (DLP) practices.
• Exposure to AI tools, automation technologies, and Microsoft Copilot.
• Experience supporting enterprise business applications.
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Microsoft 365 Certified: Modern Desktop Administrator Associate.
• ITIL Foundation certification.
• CTS (Certified Technology Specialist) certification.

Skills

Windows 11, Microsoft 365, Active Directory, Azure Virtual Desktop (AVD), VPN, Intune, SCCM, Endpoint Management, Mobile Device Management (MDM), Tier 2 Support, Desktop Support, ITSM Tools, Hardware Lifecycle Management, Software Deployment, Patch Management, User Provisioning, Microsoft Teams, Zoom, Webex, Teams Rooms, Zoom Rooms, Audio/Visual Support, Conference Room Technology, AI & Automation, Microsoft Copilot, Troubleshooting, Root Cause Analysis, Asset Management, Documentation, Enterprise Applications, Professional Services IT Support, Data Loss Prevention (DLP), Virtualization, Remote Support, Technical Support, Process Improvement.\

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.