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IT Support Analyst

Allan Myers, Inc Malvern, PA

Malvern, PA

Today

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Job Description

This hybrid IT Support Analyst role in Malvern, PA focuses on ensuring reliable IT operations through incident resolution, end-user support, and active participation in IT projects.

Responsibilities

Provide advanced assistance for escalated incidents and service requests via the ITSM platform, chat, phone, remote management, and on-site support as needed.
Serve as the escalation point for complex technical issues and mentor team members as required.
Maintain clear, accurate, and complete documentation for all incidents and requests.
Participate in a rotating after-hours on-call schedule and deliver on-site support at offices or job sites when required.
Diagnose and resolve software, hardware, application, and connectivity issues, including recurring and high‑impact problems.
Support endpoint devices and ensure compliance with configuration, security, and governance standards.
Monitor systems and applications to identify performance issues and proactively recommend improvements.
Maintain working knowledge of enterprise platforms, department‑specific business applications, and network fundamentals.
Perform IT administrative tasks such as user onboarding and offboarding, account creation/modification/suspension/removal, licensing and access provisioning, and hardware lifecycle support.
Validate access requests against role‑based access standards, approvals, and audit requirements.
Execute onboarding and offboarding processes accurately to ensure secure and timely access.
Participate in IT projects, including hardware refreshes, software upgrades, and platform enhancements.
Assist with the design, implementation, maintenance, and support of automated workflows and administrative processes.
Continuously identify opportunities to improve efficiency, reliability, and consistency through automation and process optimization.
Oversee Site Startups, Moves and Shutdowns including hardware procurement and broadband services.
Create and maintain Site Job Boards.
Coordinate network refreshes and contribute to related planning efforts.
Develop, maintain, and update standard operating procedures, FAQs, and internal knowledge documentation.
Provide end‑user training and guidance on IT systems, tools, and best practices, including Microsoft productivity tools and core business applications.
Lead or support training sessions for the support team to improve technical skills and process adherence.
Promote knowledge sharing and uphold documentation standards across the support organization.

Requirements

Minimum 3 years of IT support experience, with strong exposure to ITSM systems, SaaS platforms, mobile and desktop operating systems, networking technologies, Microsoft productivity tools, automation platforms, and scripting.
Advanced troubleshooting and diagnostic abilities for software and hardware issues.
Clear and effective verbal and written communication skills.
Adaptable, detail‑oriented, and capable of thriving in a fast‑paced environment.
High ethical standards, sound decision‑making, and a sense of urgency and accuracy.
Preferred certifications such as CompTIA A+ or ITIL.
Education: Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field is preferred.

Technologies

ITSM platforms and SaaS solutions
Microsoft productivity tools
Automation platforms and scripting
Networking technologies

Travel Requirements

Regular travel to office locations and work sites within the company footprint
Overnight travel may occasionally be required

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