IT Specialist - Support Analyst

• Provide Tier 1/2 support for incidents and service requests (hardware, software, access, connectivity)
• Troubleshoot and resolve issues with a focus on first-contact resolution; escalate as needed
• Log, update, and manage tickets in ITSM tools (e.g., EasyVista, ServiceNow) in line with SLAs
• Perform user account administration in Azure AD (password resets, access provisioning, group management)
• Support device setup, imaging, and deployment for end users
• Maintain clear documentation of resolutions and contribute to the knowledge base

• Support application rollouts and minor testing validation from a service desk perspective
• Provide user support during system changes, upgrades, and go-live (hyper-care) periods
• Identify recurring issues and partner with teams on root cause and continuous improvement
• Assist with basic reporting on ticket trends and service performance

• Hand-on Service Desk or IT Support experience (contract or fast-paced environments preferred)
• Experience with ITSM platforms such as EasyVista or ServiceNow
• Working knowledge of Azure AD / Microsoft 365 administration
• Strong troubleshooting skills across Windows OS, Office apps, and basic networking
• Solid communication skills with a customer-focused approach
• Able to ramp quickly and operate with minimal supervision
• Experience using Intune and Autopilot

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