Talent.com
IT Support Analyst

IT Support Analyst

PaytientColumbia, MO, US
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IT Support Analyst

The IT Support Analyst will be the first point of contact for employees seeking technical assistance via Slack channels, Jira ticket queues, and email. This role requires strong problem-solving skills, attention to detail, and a customer service mindset. The IT Support Analyst will support common enterprise systems such as Google Workspace, Okta, Slack, SentinelOne, and a VPN endpoint security tool. The candidate will also perform basic user administration, assist in writing technical documentation, and escalate more complex issues as needed.

What you'll do :

  • Monitor and manage Slack channels and Jira ticket queues
  • Respond promptly to end-user requests, troubleshoot basic technical issues, and escalate tickets when necessary.
  • Create, modify, and delete user accounts in Google Workspace, Okta, and other systems.
  • Assist with password resets, account lockouts, and basic user access issues.
  • Perform user onboarding and offboarding tasks, including configuring accounts and granting appropriate access permissions.
  • Troubleshoot issues related to Google Workspace, Slack, and Okta integrations.
  • Monitor and resolve basic endpoint security alerts through SentinelOne.
  • Assist users with connecting to the corporate VPN, troubleshooting basic connectivity issues, and ensuring endpoint devices are properly secured.
  • Draft and update standard operating procedures (SOPs), FAQs, and how-to guides for end users, ensuring they are easy to follow and technically accurate.
  • Interact with end users in a professional and empathetic manner.
  • Maintain a high level of customer satisfaction by ensuring timely and accurate resolutions.
  • Collaborate with senior IT staff to escalate and resolve more complex technical issues efficiently.
  • Proactively identify recurring issues and suggest improvements.

What you'll bring :

  • Basic knowledge of Google Workspace administration (creating / deleting users, email configurations, basic troubleshooting).
  • Familiarity with identity and access management, including basic Okta user administration, password resets, and troubleshooting login issues.
  • Ability to manage Slack workspaces, troubleshoot common issues, and assist users with notifications, account settings, and integrations.
  • Basic understanding of SentinelOne or equivalent endpoint security tools to handle alerts, quarantines, and investigate potential security incidents.
  • Basic troubleshooting for Always-On VPN, assisting users with connectivity issues, and understanding VPN logs.
  • Experience managing and updating Jira tickets, categorizing issues, tracking progress, and ensuring prompt ticket resolution.
  • Experience creating and maintaining technical documentation, including procedures, guides, and FAQs in Confluence.
  • Associates degree in IT, CS or related field.
  • At least 2 years of prior work experience in a technical support or IT help-desk role with hands-on experience in user administration and basic system troubleshooting.
  • Relevant certifications such as Google Workspace, Okta Certified Professional, CompTIA A+, ITIL Foundation.

    • Who you are :

  • Positive and approachable with a focus on providing exceptional support to end users.
  • Strong problem-solver with a proactive mindset.
  • Strong multitasker with the ability to manage and prioritize multiple incoming requests and ensure timely responses to user queries.
  • Effective verbal and written communicator with proven experience escalating issues appropriately and sharing knowledge.
  • Detail-oriented, ensuring accuracy in all tasks, from account configurations to documentation writing.

    • Preferred experience :

  • Scripting our automation skills (such as Bash, PowerShell or Python) for repetitive administrative tasks
  • Knowledge of IT security principles and best practices . SOC2 compliance
  • Experience with SaaS applications including Zoom, Microsoft 365
  • Experience with SSO authentication and application onboarding

    • Benefits We Offer :

  • Medical, dental and vision insurance
  • 4,300 annual HSA contribution
  • Paytient Health Payment Account (HPA)
  • Monthly lifestyle spending stipend
  • 33 days of annual PTO
  • 401k plan access with a 4% employer match
  • Up to 16 weeks of fully-paid parental leave
  • Stock options in Paytient
  • and more!

    • Paytient is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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    It Support Analyst • Columbia, MO, US