IT Support Analyst

· Prepare and deploy laptops and peripherals for new hires.

· Conduct IT onboarding sessions and ensure users are fully equipped.

· Process offboarding requests, recover assets, and reimage devices.

· Coordinate work-from-home equipment procurement when applicable.

· Provide Level 2 escalation support to resolve advanced technical issues.

· Troubleshoot, diagnose, and repair desktop, laptop, and mobile device issues.

· Support remote users across multiple locations.

· Manage and monitor Service Desk tickets, ensuring timely updates and resolution.

· Deliver exceptional “white glove” support for Executive and Director-level staff when required.

· Participate in on-call rotation for after-hours or weekend support.

· Document technical procedures and create end-user support guides.

· Contribute to the development of IT knowledge base articles and internal processes.

· Collaborate with senior team members to train and mentor peers on new technologies.

· Maintain accurate records in the Configuration Management Database (CMDB).

· Assist in managing hardware inventory and software licenses.

· Support vendor relationships for hardware procurement and product support.

· Coordinate e-waste disposal and lifecycle management for IT assets.

· Install, configure, and maintain desktops, laptops, and peripherals.

· Support connectivity and remote access issues.

· Manage licenses for software including Microsoft 365, Adobe, and security tools.

· Provide mobile device support (iPhones, iPads, Androids).

· Act as “smart hands” for network and hardware installations in MDF/IDF environments.

· Participate in technology rollout projects and new system implementations.

· Identify process improvements to enhance end-user satisfaction and service efficiency