IT Support Analyst

Join a team where your IT support skills directly help employees across corporate, regional, and store locations. This onsite role provides Tier 1 help desk coverage for enterprise applications and reporting systems, with the tools and collaboration you need to resolve issues, document solutions, and support day-to-day operations. If you enjoy troubleshooting, clear communication, and working across a Microsoft-based environment, this position is built for you.

Responsibilities

• Deliver Tier 1 IT support for enterprise applications and reporting across corporate, regional, and store locations
• Triage incoming support requests to set priority, identify the category, and route to the appropriate resolver group
• Diagnose, research, and resolve issues within established SLAs
• Communicate with internal users via phone, email, Teams chat, and Teams video calls
• Escalate and collaborate with Tier 2/Tier 3 developers and analysts, including the managed service provider as needed
• Document support requests, resolutions, and processes, and maintain knowledge base articles
• Handle user account administration, including onboarding/offboarding, password resets, and access requests in Microsoft 365 and Entra ID
• Support store and corporate users on the company phone system
• Help with user training and onboarding materials, including TalentLMS courses
• Assist with project and task completion for business departments

Requirements

• 2+ years of IT support or help desk experience
• Experience using an IT ticketing/service desk system
• Experience with Microsoft Office, Teams, and SharePoint
• Microsoft Power BI experience
• Preferred: Microsoft Power Apps and Power Automate experience
• Preferred: experience in a multi-location or retail environment
• Plus: Microsoft 365 or CompTIA certification
• Preferred: RV or Auto industry experience

Tools and Technologies

• Microsoft Power BI, Power Apps, Power Automate
• Active Directory, Microsoft Entra ID, Microsoft 365, Entra ID, Intune
• Microsoft SharePoint, Microsoft Azure cloud infrastructure
• TalentLMS, ClickUp Project Management Software
• Dialpad phone system, MS Office (Word, Excel, PowerPoint, Outlook), Microsoft Teams

Work Environment

Onsite in Kingston, NH 03848. Work is primarily sedentary in a climate-controlled environment and requires continuous visual ability for computer use, files, and reports.

Physical demands include the ability to bend or sit for long periods, reach above shoulders, and lift a minimum of 20 pounds.

Skills and Abilities

• Team-player attitude with a get it done mindset
• Excellent oral and written communication and strong interpersonal skills
• Self-motivated and able to work with minimal supervision
• Ability to explain technical topics clearly to non-technical users by phone, video conference, or in person
• Problem-solving aptitude and interest in building skills across technology disciplines
• Basic understanding of enterprise systems such as DMS, CRM, HR, and payroll systems
• Experience documenting procedures and training materials
• Ability to work flexible hours, which may include evenings and weekends
• Comfort with multitasking in a fast-paced environment and working both independently and on a team