IT Support Analyst

Orion Innovation is a premier, award-winning, global business and technology services firm.  Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity.  We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.

Job Title: IT Support Analyst

Job Summary:
The IT Support Analyst plays a critical role in delivering exceptional technical support and ensuring the smooth operation of end-user computing environments. This position is responsible for diagnosing and resolving hardware, software, and network issues while maintaining a high level of customer service and professionalism. The ideal candidate will demonstrate strong technical acumen, attention to detail, and a commitment to providing a “white-glove” support experience to all employees.

Key Responsibilities:

• Provide first- and second-level technical support for Windows and Apple macOS laptops, desktops, peripherals, and mobile devices.
• Troubleshoot and resolve software, hardware, and connectivity issues efficiently to minimize downtime.
• Manage and resolve incidents and service requests through the ServiceNow ticketing system, ensuring timely updates and accurate documentation.
• Perform user account administration and access management within Active Directory and Microsoft 365 environments.
• Install, configure, and maintain operating systems, applications, and approved IT tools.
• Deliver white-glove IT support to executives and Orion employess, ensuring a seamless and professional end-user experience.
• Assist with onboarding and offboarding activities, including provisioning and recovery of IT assets.
• Support IT initiatives and projects such as hardware refreshes, software deployments, and system upgrades.
• Monitor system performance, identify potential issues, and escalate to senior IT staff as necessary.
• Maintain compliance with company IT policies, standards, and security practices.
• Provide end-user guidance and training on IT systems, tools, and best practices.

Qualifications:

Education & Experience:

• Bachelor’s degree in information technology, Computer Science, or a related field (preferred).
• 2-4 years of experience in IT support or a technical service desk environment.

Technical Skills:

• Proficiency in Windows and macOS operating systems, including system configuration and troubleshooting.
• Experience using Active Directory for user management and authentication.
• Hands-on experience with ServiceNow or similar ITSM/ticketing platforms.
• Strong understanding of end-user hardware, mobile devices, and software applications.
• Familiarity with Microsoft 365, remote support tools, and basic networking concepts.
• Knowledge of cybersecurity fundamentals and endpoint protection best practices.
• Excellent communication and interpersonal skills with a focus on customer satisfaction.

Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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