IT Support Analyst I

Eckert & Ziegler Isotope Products, Inc. is seeking an IT Support Analyst I to deliver first-level IT assistance for day-to-day business needs. This onsite role supports users across the Valencia and Burbank office locations, with remote support for sites in Georgia and Massachusetts, and collaboration with colleagues in California, Brazil, Argentina, and Germany.

In this position, you will handle ticket triage and routine resolutions, while collecting the details needed to pass more complex issues to Level 2/3 support. The work includes user access administration, MFA and MDM troubleshooting, and support for common end-user hardware, software, and connectivity topics.

What you will do

• Triage, categorize, and resolve tickets in Freshservice, prioritizing routine requests and escalating complex or ambiguous cases to Level 2/3 Support Analysts with clear documentation of actions already taken.
• Manage user access requests and account lifecycle tasks in a cloud-based Identity and Access Management (IAM) platform and Active Directory/Entra, including provisioning, deprovisioning, group membership, and permission changes, following documented approval workflows.
• Complete password resets and troubleshoot MFA via IAM, and support MDM device enrollment and ongoing management.
• Provision and troubleshoot common business software in line with existing provisioning procedures.
• Diagnose and resolve end-user computer hardware, software, and network connectivity issues, including basic setup, driver troubleshooting, and coordination of vendor support or replacement when needed.
• Maintain and update distribution lists and shared mailbox access for standard requests.
• Operate within IT standards, processes, and policies by keeping accurate ticket records and contributing to a knowledge base for recurring issue types.
• Provide front-line customer service by setting clear expectations for resolution timelines and escalation status.
• Handle routine requests independently while partnering closely with Level 2/3 Support Analysts on escalations, including thorough context hand-off.
• Support the Valencia and Burbank office locations and provide remote support for Georgia and Massachusetts.

Requirements

• Education: Bachelor’s degree in Computer Science (or related field) is required; the minimum education requirement may be substituted with relevant experience.
• Experience: 2+ years in a Help Desk, IT Support, or other customer-facing technical role.
• Basic understanding of service management (ITIL) concepts.
• Strong customer service mindset.
• Ability to follow directions and documented instructions.
• Excellent written and oral communication skills (primarily English; German, Portuguese, or Spanish is a plus).
• Ability to work well with others and communicate ideas to colleagues and management in a collaborative IT environment.
• General understanding of networking concepts including DNS and DHCP, plus basic troubleshooting beyond individual connectivity issues.
• Ability to analyze and problem-solve at a medium level of complexity.
• Must be able to travel and work in Valencia and Burbank.
• Preferred: ITIL 4 Foundation certification.
• Preferred: Microsoft 365 Certified: Fundamentals (MS-900).

Tools and technologies

• Freshservice
• Identity and Access Management (IAM)
• Active Directory
• Entra
• MDM
• Microsoft 365
• MFA
• ITIL
• DNS
• DHCP

Compensation and location

Valencia, CA (onsite). Pay range: USD 34 - 38 per hour.

Benefits

• 100% employer paid medical and dental
• 401(k) matching contribution
• Generous PTO and paid holidays
• Long-term disability
• Life and AD&D
• Health Care and Dependent Care Flex Spending
• Tuition reimbursement
• Profit-sharing program