IT Support Analyst

Campers Inn RV is hiring an IT Support Analyst (onsite) in Jacksonville, FL to deliver Tier 1 support for enterprise applications and reporting across corporate, regional, and store users.

Responsibilities

• Provide Tier 1 support for enterprise applications and reporting systems across corporate, regional, and store locations
• Review and triage incoming support requests to determine priority, category, and the best resolver group
• Diagnose, research, and resolve requests within established SLAs
• Communicate with internal users via phone, email, Teams chat, and Teams video calls
• Escalate issues to Tier 2 and Tier 3 teams and collaborate with developers, analysts, and the managed service provider when needed
• Document support requests, resolutions, and processes; maintain knowledge base articles
• Perform user account administration, including onboarding/offboarding, password resets, and access requests in Microsoft 365 and Entra ID
• Support store and corporate users using the company phone system
• Assist with user training and onboarding materials, including courses in TalentLMS
• Help complete projects and tasks for multiple business departments

Requirements

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

Skills and Knowledge

• Team-player attitude and a “get it done” mindset
• Excellent oral and written communication and strong interpersonal skills
• Self-motivated; able to work with minimal supervision
• Ability to resolve technical problems and explain them clearly to non-technical users via phone, video conference, or in person
• Effective problem-solving approach with interest in building skills across technology disciplines
• Basic understanding of enterprise systems such as DMS, CRM, HR, and payroll systems
• Basic knowledge of the Microsoft stack, including:
  • Microsoft Power BI, Power Apps, and Power Automate
  • Active Directory / Microsoft Entra ID, Microsoft 365, and Intune
  • Microsoft SharePoint
  • Microsoft Azure cloud infrastructure
• Working knowledge of learning management software and project/task management software
• Experience documenting procedures and creating training materials
• Ability to work flexible hours, which may include evenings and weekends
• Ability to multi-task in a fast-paced environment
• Ability to work independently and as part of a team

Technology & Tools

• Microsoft Power BI, Microsoft Power Apps, Microsoft Power Automate
• Active Directory, Microsoft Entra ID, Microsoft 365, Intune
• Microsoft SharePoint, Microsoft Azure cloud infrastructure
• TalentLMS
• ClickUp
• Dialpad phone system
• MS Office (Word, Excel, PowerPoint, Outlook)
• Microsoft Teams
• Microsoft 365 admin center, Entra ID, and Intune
• Standard office equipment (including computer and phone)

Work Environment

• Onsite role based at Jacksonville, FL Corporate Headquarters
• Sedentary work primarily in a climate-controlled environment
• Requires continuous visual ability for use of computer, files, and reports

Typical Physical Demands

• Ability to bend or sit for long periods of time
• Ability to reach above shoulders
• Ability to lift a minimum of 20 pounds