IT Support Analyst

Associate’s degree or 2+ years of relevant work experience, or an equivalent combination of education and experience
Office 365 administration experience is required

Prioritize and manage incoming incidents, requests, problems, and tasks, providing realistic timelines to requestors
Analyze, monitor, and resolve incidents, requests, problems, and tasks
Escalate issues to appropriate global groups or external vendors/customers as needed
Document all steps and resolutions in the ServiceNow ticketing system
Follow up with requestors to confirm resolution
Adhere to all standard operating procedures and policies
Create and update documentation for IT procedures, incidents, and requests
Maintain ongoing communication and follow-up with end users and IT team members on managed tickets
Perform root cause analysis to prevent future issues
Install system images on laptops and desktops
Ensure thorough documentation of assets and tickets
Coordinate and manage IT projects as assigned by your manager
Collaborate globally to establish standards and complete projects
Identify and implement improvements in IT-related areas to enhance business efficiency
Prepare site notices, user guides, and training materials following communication standards
Work with IT and company finance to maintain budgets and purchasing processes
Provide support to remote locations as assigned
Occasional overnight travel up to 5-10%
Travel for project work on a volunteer basis
Participate in in-person IT support meetings with the North American team (up to 2 times per year for 2-4 days)

Experience with ServiceNow or other ticketing systems is a plus
Active Directory experience is a plus
PC imaging experience is a plus
Experience with Intune or mobile device management is a plus
Experience supporting users remotely with mobile devices, PCs, and printers is a plus