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IT Support Analyst

1 month, 3 weeks ago
United States
Full-time
Junior
Technical Support Engineer
DevOps and Infrastructure
Active Directory DHCP DNS macOS TCP/IP
Apply Now
Empower Brands

Empower Brands

Empower Brands provides a comprehensive franchise platform that supports both commercial and residential brands, offering franchisees essential systems, processes, and resources to ensure their success from the initial signing of their franchise agreem...

Professional Services
51-250
Founded 2008
View All Jobs 10

Description

  • Provide primary technical support to end users onsite and remotely across desktops, laptops, mobile devices, and other peripherals.
  • Respond to, document, and resolve service tickets in a timely manner to meet SLA targets.
  • Troubleshoot and resolve hardware, software, and help desk issues.
  • Perform user administration tasks while following strict security protocols.
  • Configure user applications according to documented standards.
  • Administer email accounts and distribution lists using Google Workspace or Office365.
  • Configure and deploy laptops, desktops, mobile devices, and IP phones.
  • Assist with basic network support across multiple sites, including firewall, Wi-Fi access point, and switch configuration.
  • Manage the helpdesk ticket queue and escalate critical issues when needed.
  • Document resolutions, update the knowledge base, and support other team members as needed.

Requirements

  • 2+ years of experience in an IT environment supporting users and processes.
  • Minimum 2 years of hands-on experience in end-user desktop support or a computer operations environment.
  • Strong analytical and problem-solving skills.
  • Excellent communication and collaboration skills.
  • Familiarity with IT frameworks and tools.
  • Basic hardware, operating system, and web application knowledge.
  • Experience with Microsoft Office and Office365.
  • Experience with Windows and Mac OS.
  • Experience with remote desktop support and remote support for mobile devices.
  • Experience with Active Directory, Exchange, Outlook, TCP/IP, DNS, DHCP, and basic switch/firewall configuration is preferred.
  • Experience diagnosing VOIP handsets or softphones is helpful.
  • Service Minder and Google Workspace experience preferred.
  • Basic understanding of AI and prompting is preferred.
  • Understanding of anti-virus and related security products and protocols is preferred.

Benefits

  • Equal opportunity employer committed to diversity and inclusion.
  • Employment practices include consideration for compensation, benefits, training, and apprenticeship without discrimination.
  • Opportunity to work for a portfolio company with multiple industry-leading brands.
  • Role supports a nationwide user base across the U.S.

Interested in this position?

Apply directly on the company website

Apply Now

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