Technology Solutions Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage and resolve employee support inquiries, escalating issues as necessary while keeping colleagues updated until resolution is achieved.

• Diagnose and troubleshoot Google Workspace, Slack, Zoom, and various other SaaS applications.

• Facilitate employee onboarding and offboarding processes by overseeing account creation, permission settings, group memberships, multi-factor authentication, and prompt removal of access.

• Aid in conducting quarterly access reviews by collecting records, addressing inquiries, and documenting findings and modifications.

• Oversee the employee laptop lifecycle, encompassing setup, shipping, maintenance, and recovery processes.

• Utilize device-management tools to maintain inventory, implement configurations, and ensure devices remain up-to-date and secure.

• Assist in the administration of cloud-based applications, which includes user provisioning, license management, configuration updates, and regular system health checks.

• Contribute to security-awareness initiatives, vendor evaluations, and security assessments.

• Ensure compliance with company security policies and best practices.

• Recognize recurring technical issues, manual processes, and potential improvements in business systems and workflows.

• Collaborate with cross-functional teams to enhance efficiency and improve the employee experience.

• Create and update standard operating procedures, troubleshooting guides, runbooks, and knowledge-base articles.

• Report directly to the VP of Cybersecurity & Enterprise IT while working closely with technology and business colleagues.

⛳️ Requirements

• Minimum of 1 year of professional IT experience, including roles in help desk support, technical support, or IT administration.

• Relevant experience may come from internships, part-time positions, or similar hands-on roles.

• Basic understanding of account provisioning and deprovisioning processes.

• Fundamental knowledge of computer setup and troubleshooting techniques.

• Basic familiarity with configuring SaaS applications.

• Awareness of basic IT security principles, including device management, access controls, multi-factor authentication, and software patching.

• Strong organizational abilities, with a capacity to manage competing requests, prioritize tasks, follow through, and escalate issues when necessary.

• Proficient in clearly communicating technical information and troubleshooting procedures to non-technical colleagues.

• A strong sense of curiosity, a willingness to learn, adept troubleshooting skills, and the ability to seek guidance and apply feedback effectively.

• Availability to work Monday through Friday, from 9 am to 5 pm EST.

• Must reside in the Eastern Time Zone.

🏝️ Benefits

• Medical coverage

• Dental coverage

• Vision coverage

• Paid time off

• Paid holidays

• Sick time

• 401(k)

• Additional benefits designed to support employees and their families

• Remote-first work environment