Entry Level IT Support Analyst

We are seeking a motivated and tech-savvy individual to join our team as an Entry-Level IT Support Analyst. This role is ideal for someone early in their IT career who is passionate about helping users, solving technical issues, and exploring data-driven tools like Power BI and PowerApps. You will play a dual role by providing first-level technical support to end users and assisting in the development of internal business applications and reports.

Key Responsibilities

Helpdesk Support (50%)

• Serve as the first point of contact for users seeking technical assistance via phone or the FSA IT mailbox. Maintain accurate records of issues and solutions in the Spiceworks Online helpdesk system. Escalate complex issues to the IT Operations Manager when necessary.
• Work with employees to resolve access and login issues to timesheets, email and FSAConnect. Support users with password resets.
• Troubleshoot and resolve laptop performance and hardware issues, software, printer, and network-related issues. Provide remote support for laptops via remote control service.
• Install, configure, and update desktops, laptops, and software applications. This includes:




• Resetting laptop Operating systems
• Using Microsoft AutoPilot & Intune for laptop setup & user association
• Packaging and shipping IT related items to/from remote users
• Updating FSA's asset inventory




• Assist with onboarding and offboarding of employees, including setting up accounts and equipment.




• Manually create/delete Azure accounts when needed
• Assign phone numbers in company phone system
• Procure/upgrade/assign cell phones to users
• Periodically clean-up old corporate user accounts




• Monitor security & backup systems for alerts & notifications




• Use ADAudit Plus interface to track high level alerts
• Use AlertLogic Managed Detection & Response to track network notifications
• Review user email phishing notifications
• Investigate Cisco Umbrella DNS name resolution alerts

• Assist with Microsoft Office 365 Online services by troubleshooting OneDrive file/folder sharing, delegating account access to shared department mailboxes, and tracking Office 365 cloud services health issues.

Power BI and PowerApps Development (50%)

• Develop and maintain Power BI dashboards and reports based on business needs.
• Assist in gathering requirements and translating them into visual and interactive data solutions.
• Create and maintain low-code applications using Microsoft PowerApps and integrate with data sources like SharePoint and Excel.
• Work with stakeholders to automate and improve business processes using Power Platform tools.
• Test and document applications, reports, and workflows for accuracy and performance.

Education & Experience

• Associate or bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Internship or coursework involving IT support, Power Platform, or data analysis preferred.
• Familiarity with Microsoft 365, Azure, Auto Pilot, Intune, Adobe Acrobat, Windows OS, and basic network concepts.

Skills

• Strong troubleshooting and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Basic knowledge of Power BI, PowerApps, and Microsoft Excel.
• Basic understanding of Structured Query Language (SQL) and Relational Database Management Systems (RDBMS).
• Attention to detail and ability to follow documentation and procedures.
• Willingness to learn and grow in the IT field.