IT Operations & Support Analyst

Job Description

The IT Operations & Support Analyst is a hybrid role responsible for delivering high-quality end-user support while also contributing to the stability, improvement, and modernization of clients IT environment. This role blends hands-on support, systems analysis, and operational improvement to ensure technology reliably enables the business. This position serves as both a frontline support resource and a technical analyst resolving incidents and requests, supporting enterprise platforms, analyzing recurring issues, improving processes, and partnering with Infrastructure, Security, and Applications teams on initiatives and projects

Responsibilities:

• Provide Tier 1 and Tier 2 end-user support across hardware, software, identity, and collaboration tools

• Resolve incidents and service requests via the service desk system, email, and phone

• Troubleshoot issues related to:

• Windows and macOS devices

• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)

• Mobile devices (iOS / Android)

• MFA, SSO, VPN, and access-related issues

• Perform user lifecycle management

• Provision, configure, and support laptops, mobile devices, and peripherals

• Maintain accurate asset and device records

Support and administer core IT platforms, including:

• Microsoft 365

• Endpoint management (Intune / Workspace ONE)

• Identity and access systems

• Act as an escalation point for recurring support issues

• Analyze incident and request trends to identify root causes and improvement opportunities

• Partner with Infrastructure and Security teams to implement fixes and preventative controls

• Assist with change management, testing, and rollout of system updates and enhancements

• Develop and maintain runbooks and knowledge base articles

• Standardize repeatable tasks and contribute to operational automation

• Participate in CAB discussions and follow established change processes

• Contribute to IT reporting, metrics, and operational visibility

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience

• 3-6+ years of experience in IT support or end-user computing roles

• Strong working knowledge of:

• Windows and macOS operating systems

• Microsoft 365 ecosystem

• Identity and access concepts (MFA, SSO)

• Endpoint and mobile device support

• Experience working with ticketing systems and ITIL-aligned processes

• Strong analytical, troubleshooting, and documentation skills

Excellent communication skills with both technical and non-technical stakeholders

• Ability to balance day-to-day support responsibilities with longer-term operational improvement work