IT Support Analyst

Aurora World is seeking a skilled and proactive IT Support Analyst with 2-5 years of experience to provide essential technical support while contributing analytical insights and ideas to improve our IT systems and processes. This role blends hands-on helpdesk support with problem-solving and collaboration, requiring someone who can troubleshoot issues efficiently, identify root causes and patterns, and serve as a key partner for the IT lead in a fast-paced environment driven by steady company growth., * Provide helpdesk support for hardware, software, network, and application issues via phone, email, and in-person.

• Diagnose and resolve end-user technical problems involving hardware, software, and connectivity.
• Manage and document support tickets, ensuring timely resolution and follow-up.
• Perform root cause analysis on recurring issues and recommend process improvements or preventive measures.
• Assist with IT projects such as software deployments, hardware upgrades, user onboarding, and system documentation.
• Monitor IT systems for trends and potential issues; provide actionable insights and reports.
• Collaborate with the IT lead on evaluating tools, optimizing workflows, and implementing new technologies.
• Create and maintain knowledge base articles and deliver basic user training on IT best practices.
• Ensure compliance with security policies and assist with basic cybersecurity awareness.

• 2-5 years of hands-on experience in IT support, help desk, or desktop support.
• Degree in a related field is a plus.
• Strong troubleshooting skills across hardware, software, networking, and Google Workspace/Microsoft environments.
• Analytical mindset with the ability to identify patterns and suggest improvements.
• Excellent customer service and communication skills, both written and verbal.
• Highly organized with the ability to manage multiple priorities effectively.

Preferred Skills & Experience:

• CompTIA A+, Network+, or equivalent.
• Experience with Active Directory, Google Workspace, Microsoft Windows Server, SQL Server, and basic scripting.
• Familiarity with IT asset management and inventory processes.
• Experience with Cisco and Ubiquiti network devices is a plus.
• Basic knowledge of cloud services such as Google Drive, Backblaze, etc.

Key Traits for Success:

• Problem-solver with strong analytical and diagnostic skills.
• Patient and end-user focused with a collaborative and innovative outlook.
• Proactive, detail-oriented, and eager to contribute ideas.
• Adaptable and quick-thinking in a dynamic environment.
• Growth mindset with an interest in expanding technical knowledge., * Technical support: 2 years (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance