IT Support Analyst

The IT Support Analyst provides advanced IT assistance to K–12 staff and faculty, focusing on resolving escalated technical issues and ensuring users can return to work efficiently. This role involves handling second-tier support requests via phone, email, remote access, and in-person deskside visits. The analyst is responsible for mentoring Tier 1 support staff, maintaining and improving knowledge documentation, and ensuring procedures are followed accurately. Success in this role requires strong customer service skills, a collaborative mindset, and a commitment to continuous learning and service improvement.

Qualifications include an Associate’s Degree (Bachelor’s preferred), at least two years of service desk or NOC experience, and one year of deskside support in an educational setting. Certifications such as CompTIA A+, Network+, ITIL Foundation, and HDI are highly desirable. Familiarity with tools like N-Able, PRTG, and RMM solutions is a plus. The analyst must be able to troubleshoot hardware, software, networking, and AV equipment, support educational applications, and communicate effectively with both technical and non-technical users. The role may require shift work, including evenings, weekends, and holidays, and successful candidates must obtain all relevant clearances.