IT Support Analyst

This role provides first point-of-contact support for hardware, software, network, and account needs, with responsibilities spanning troubleshooting, onboarding and offboarding, and ongoing endpoint and asset management.

Key Responsibilities

• Deliver first- and second-level support in person and remotely for hardware, software, network, and account issues
• Troubleshoot laptops, desktops, mobile devices, printers, peripherals, and meeting-room AV and video conferencing equipment
• Set up and configure new employee devices, accounts, and access; manage offboarding and device recovery
• Maintain an accurate IT asset inventory, including tracking, labeling, procurement support, and lifecycle management
• Administer user accounts, permissions, and licenses (including Google Workspace)
• Respond to tickets within agreed SLAs, and document solutions and processes in the knowledge base
• Support employees across Asia and European time zones, using clear handoffs and communication
• Assist with software rollouts, patching, OS updates, and endpoint security controls such as antivirus, disk encryption, and MDM
• Coordinate with vendors and ISPs, and escalate complex issues to the appropriate teams
• Contribute to IT projects such as office moves, equipment refreshes, and tool migrations

Required Qualifications

• 1 to 3 years of experience in IT support, helpdesk, or desktop support (or an equivalent combination of education and experience)
• Strong troubleshooting skills with macOS
• Experience with Jamf and Google Workspace
• Working knowledge of networking basics, including Wi-Fi, VPN, DNS, and DHCP
• Experience maintaining IT asset inventory
• Clear written and verbal communication, with patience when working with non-technical users
• Associate’s or bachelor’s degree in IT, Computer Engineering, or a related field

Preferred Skills

• Certifications such as Jamf Certified Associate (Jamf 100) or higher, or Apple Certified IT Professional
• Basic scripting experience (Bash, Python, or Ruby) for automation
• Experience writing documentation or delivering end-user training

Technology Stack

macOS, Jamf, Google Workspace, Wi-Fi, VPN, DNS, DHCP, MDM, antivirus, disk encryption

Role Details

• Location: Greenville, SC (On-site)
• Employment Type: Full-time
• Reports To: Business Intelligence Team Lead

About Fortis

Fortis is a rapidly growing concierge travel and security firm serving ultra-high-net-worth clients worldwide. The company is headquartered in Greenville, SC, and maintains offices in Reno, Nevada, Hong Kong, and India.