IT Support Analyst

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