Support Analyst

Description

The Support Analyst supports the configuration, maintenance, troubleshooting, and reliability of end-user devices, local networks, servers, Microsoft 365, Azure, other SaaS/cloud applications, and customer-facing MSP environments.

This role provides hands-on technical support for desktops, laptops, mobile devices, Microsoft 365, SharePoint, Active Directory, Azure, other SaaS/cloud applications, local servers, and basic network infrastructure. The Support Analyst also performs onsite support for MSP customers, assists with equipment deployments, replaces hardware, supports Field Technicians and Customer Service, and helps maintain the functionality and data integrity of supported systems and networking equipment.

This position requires strong customer service, practical troubleshooting skills, documentation discipline, and the ability to support both internal users and customer environments in the field.

Requirements

Key Outcomes of the Role:

Success in this role looks like:

Reliable support for internal and external users, along with MSP customers across devices, systems, cloud services, and networks

Desktops, laptops, mobile devices, user accounts, and applications that are configured securely and consistently

Customer site visits, hardware replacements, equipment installs, and service requests completed professionally

Microsoft 365, SharePoint, Active Directory, Azure, and other SaaS/cloud applications supported effectively

Local networks, servers, routers, switches, firewalls, and managed devices maintained and escalated appropriately

Field Technicians, Customer Service, and senior technical staff supported with clear communication and follow-through

Accurate documentation of assets, configurations, support actions, site work, and escalation details

Strong adherence to security, access control, patching, disaster recovery, and operational procedures

IT & Platforms Team Role:

Members of the IT & Platforms Team:

Embody and reinforce the company's ASCEND principles: Accountable, Solutions-Oriented, Curious, Empowered, Nimble, and Data-Driven

Support secure, reliable, scalable, and well-documented technology platforms

Follow established standards for configuration, documentation, monitoring, security, change control, and escalation

Proactively identify technical debt, recurring issues, infrastructure risks, and opportunities for improvement

Partner with Operations, Support, Field Services, Customer Service, vendors, and customer stakeholders

Balance speed and stability by using tools, automation, and standard processes where they reduce risk and improve supportability

Maintain a mindset of continuous improvement, technical curiosity, and professional ownership

Essential Duties and Responsibilities:

End-User Device & Application Support

Set up, install, configure, maintain, and troubleshoot standardized desktop and laptop hardware

Support operating systems, business applications, printers, peripherals, mobile devices, and user-facing technology

Troubleshoot desktop/laptop software, hardware, connectivity, account, and access issues

Maintain and upgrade iPhone and Android devices for business users

Support Microsoft 365, SharePoint, Exchange-related services, Teams, OneDrive, and related collaboration tools

Assist with user onboarding, device replacement, asset tracking, and endpoint lifecycle activities

Systems, Cloud & SaaS Administration

Configure and maintain local servers, cloud-based servers, Azure services, and related cloud infrastructure

Manage and support Active Directory, Entra ID, user accounts, groups, permissions, and access requests

Administer and support Microsoft 365, Azure, and other third-party SaaS applications, including user provisioning/deprovisioning, license management, SSO/MFA, and vendor coordination

Support patching, endpoint security, access control, backup, and disaster recovery procedures

Assist in planning disaster recovery procedures, including the annual drill

Conduct product research, gather pricing, place orders, and recommend equipment or technology improvements

Network & Infrastructure Support

Configure, maintain, deploy, and monitor active networking hardware under established standards

Support local area networks, routers, switches, firewalls, wireless devices, and similar networking gear

Maintain the functionality, availability, and data integrity of supported network hardware

Install and configure routers and network equipment both in-house and at customer sites

Run cables, wrap wire, label equipment, and assist with physical installation work

Escalate complex network, server, security, or cloud issues with clear troubleshooting notes and impact details

MSP Customer & Field Support

Provide onsite and remote technical support for MSP customer environments

Perform customer site visits for hardware replacement, equipment installation, troubleshooting, service validation, and follow-up work

Support customer desktops, laptops, mobile devices, routers, switches, firewalls, wireless equipment, cloud services, and managed hardware

Assist Field Technicians and Customer Service with customer-impacting technical issues

Communicate professionally with customer contacts during onsite work, remote support, and issue resolution

Document customer-site work, asset changes, configuration details, support actions, and escalation needs

AI, Automation & Responsible Tooling

Use approved AI and automation tools to support troubleshooting, documentation, research, ticket quality, and task efficiency

Protect confidential, customer, security, and business-sensitive information when using AI or automation tools

Validate AI-assisted guidance before applying changes to user devices, customer environments, systems, or network equipment

Use approved tools to improve consistency, documentation, knowledge sharing, and support quality

The above-cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience Requirements:

High school diploma or equivalent required; associate degree, technical training, or related coursework preferred

Five years of experience in desktop support, systems support, network support, field support, MSP support, or a related technical role preferred

Experience building, upgrading, deploying, and troubleshooting desktop and laptop hardware required

Experience with Microsoft 365, SharePoint, Exchange-related services, Active Directory, Entra ID, Azure, and other SaaS/cloud applications preferred

Experience administering SaaS applications (user/license management, SSO/MFA) and supporting Microsoft Server, Linux, and local/cloud-based servers preferred

Experience installing, configuring, or supporting WAN/LAN networking hardware, including routers, switches, firewalls, wireless devices, and managed networking equipment preferred

Experience supporting onsite customer environments, MSP customers, Field Technicians, or customer-facing technical deployments preferred

Familiarity with endpoint security, patching, backup, disaster recovery, asset management, and documentation practices preferred

Certifications such as CompTIA A+, Network+, Security+, Microsoft, Azure, Cisco CCNA/CCNP, or equivalent experience are preferred

Knowledge/Skills/Abilities:

Strong hands-on troubleshooting skills across desktops, laptops, mobile devices, applications, accounts, networks, and cloud services

Working knowledge of Microsoft 365, SharePoint, Active Directory, Entra ID, Azure, Microsoft Server, and common third-party SaaS applications

Basic to intermediate understanding of LAN/WAN networking, routers, switches, firewalls, wireless, cabling, DNS, DHCP, and VPN concepts

Strong customer service skills with the ability to support internal users and MSP customers professionally

Ability to perform onsite technical work, including hardware replacement, equipment installation, cabling support, and service validation

Ability to communicate technical information clearly to users, customer contacts, Field Technicians, Customer Service, and senior technical staff

Strong attention to detail when documenting support actions, configurations, assets, site work, and escalation notes

Ability to manage multiple service requests, priorities, customer needs, and operational tasks

Ability to work independently while knowing when to elevate complex issues

Dependable, organized, proactive, and committed to secure, reliable, customer-focused support

Equal Employment Opportunity and Preference Policy

The Company is an Equal Opportunity/Affirmative Action Employer. In accordance with the Salt River Pima-Maricopa Indian Community preference policy and applicable law, preference in employment, promotion, transfer, training, and rehire will be given in the following order: (1) Enrolled SRPMIC Community Member Veteran, (2) Enrolled SRPMIC Community Member, (3) Legal Spouse of an Enrolled SRPMIC Community Member, (4) Enrolled Member of another federally recognized Indian Tribe, and (5) other qualified applicants. All employment decisions are based on qualifications, ability, and job performance.

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