Information Technology Support Analyst
Job Description
IT Support Analyst (On-Site)
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Location: Pittsburgh, PA (Near Pittsburgh International Airport)
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Type: Full-Time
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Schedule: Monday-Friday, On-Site
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About the Role
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We are seeking an experienced and customer-focused IT Support Analyst to join our growing Managed Services team. This individual will provide hands-on technical support for small and mid-sized business clients in a Microsoft-centric environment. The ideal candidate has strong troubleshooting skills, excellent communication abilities, and experience supporting end users across a variety of technologies including Microsoft 365, Windows, networking, and endpoint management.
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This role requires an individual who enjoys solving technical problems, working directly with end users, and supporting a diverse client base in a fast-paced MSP environment.
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Key Responsibilities
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- Provide Tier 1 and Tier 2 technical support to end users via phone, email, remote support, and onsite visits.
- Troubleshoot hardware, software, operating system, and connectivity issues.
- Administer and support Microsoft 365 environments, including:
- Exchange Online
- Outlook
- Teams
- SharePoint Online
- OneDrive
- Azure Active Directory / Entra ID
- Provision, configure, and deploy desktops, laptops, mobile devices, and peripherals.
- Manage user accounts, permissions, password resets, and security group memberships.
- Configure and support Windows 10 and Windows 11 workstations.
- Assist with server administration in Windows Server environments.
- Diagnose and resolve network-related issues involving:
- TCP/IP
- DNS
- DHCP
- VPN
- Firewalls
- Wireless Networks
- Monitor and maintain client environments utilizing Remote Monitoring & Management (RMM) tools.
- Document incidents, resolutions, and technical procedures within the ticketing system.
- Participate in client onboarding projects, workstation deployments, and technology refresh initiatives.
- Escalate complex issues to senior engineers when necessary.
- Maintain high customer satisfaction through professional communication and timely resolution of support requests.
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Required Qualifications
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- 2+ years of IT support experience, preferably within a Managed Services Provider (MSP) environment.
- Strong knowledge of:
- Microsoft 365
- Windows 10/11
- Active Directory
- Azure AD / Entra ID
- Exchange Online
- Networking fundamentals
- Experience supporting remote and onsite users.
- Familiarity with ticketing systems such as ConnectWise, Autotask, HaloPSA, or ServiceNow.
- Experience utilizing RMM platforms such as Datto RMM, NinjaOne, ConnectWise Automate, or N-able.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication abilities.
- Valid driver's license and reliable transportation.
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Preferred Qualifications
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- Microsoft Certified: Modern Desktop Administrator Associate
- Microsoft 365 Certified Fundamentals
- CompTIA A+
- CompTIA Network+
- Experience supporting Azure environments
- Experience with cybersecurity best practices and endpoint security solutions
- MSP experience strongly preferred
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Compensation & Benefits
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- Competitive base salary: $55,000 - $75,000 depending on experience
- Health, Dental, and Vision Insurance
- 401(k) with company match
- PTO and Paid Holidays
- Professional training and certification reimbursement
- Career advancement opportunities within a growing technology organization
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Ideal Candidate
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The successful candidate is highly responsive, technically curious, and thrives in a client-facing environment. You enjoy helping users solve problems, take ownership of issues from start to finish, and can effectively balance multiple priorities in a fast-paced MSP setting.